Customer choice is a bedrock principle of the Voice Interoperability Initiative. All available agents a customer wishes to interact with should be available to them simultaneously, and should be invocable and identifiable by their own unique wake words.
Key to the VII pillar of customer choice is the idea that customers can, at any time, use any of the agents registered on their device. Having a selection of agents to choose from, with different capabilities covering a variety of “hero” use cases, offers an individualized experience which customers can explore in their own ways.
There may also be situations in which customers do not use a specific wake word to start an interaction, for example when pressing an Action button. In those cases, the product may designate, or allow a customer to choose, which agent will respond.
When creating simultaneous multi-agent experiences, it is important to design devices and voice agents which can handle the complexities of invocation, from the variety of wake words to the availability and possible overloading of buttons. Invoking a specific agent should involve simple, easy-to-remember methods.
For many devices, wake words are going to be the primary method customers use to invoke an agent. The wake word, along with the agent’s voice, is also a significant component of persona and brand. If your customers are going to be interacting with your agent using a wake word, keep in mind the following:
Jump to Section:
Customer Choice & Agent Invocation