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Figure 1. Voice user interfaces in our everyday devices.

Designing Great Voice User Interfaces—More than Creating Good Conversations

Interactive voice responses (IVR) have been becoming ubiquitous in customer support call centers since the early 2000s. But designing for these conversational experiences presents unique challenges compared to traditional graphical user interfaces. To help readers navigate this emerging space, the authors share a case study in researching and designing for the IBM Technical Support Phone…