This technology is based on a comprehensive usage of the latest versions of TheMenuDesigner software tool and new analysis and optimization techniques.
(in Russian).
In a well-designed call-center clients solve their problems with minimum time and efforts. Hierarchical menu, where a sequence of questions is used to elicit user needs, is proved to be an efficient method to support users’ access to the numerous functions of the voice-based interface. The most effective way to minimize user session average time is to optimize the structure of a menu. The design of a complex hierarchical menu is a non-trivial problem that has had no adequate solution so far.
We suggest the solution based on the combination of:
1. the universal model of hierarchical menu navigation (covering voice menus),
2. a set of key performance indicators for individual menu panels and the whole menu,
3. efficient algorithms of menu structure optimization,
4. original interactive menu design technique aligning formal optimization with designer’s expertise and informal considerations.