Robot Grammar Nazi: Robot, speak correctly!

Even when people communicate with an automated system, they draw a lot of conclusions about what kind of “character” they communicate with. These conclusions consist of many characteristics, including voice quality, a set of words, the way they are pronounced, etc.

This phenomenon represents the company's ability to create a specific image and expand its brand through competent design of the character, which is the calling card of the system.
Some designers think that you need to convince the user that a person is talking to him ...

But there is a more sober opinion - it is possible to create not systems masquerading as humans, but robots that competently satisfy users, create a new interesting experience and add positive associations related to the company's brand.
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There are many details that designers should consider when designing a so-called “character”. One of such details is the speech of the robot.

In the speech of the robot an important place is occupied by verbal markers [in Russian grammar - introductory constructions]. A few words will be devoted to them.

Verbal markers are used to communicate in short form the various fragments of the utterance.
Among the verbal markers are the following:

• Numeric : first, second, third; on the one hand ... but on the other ...; first of all; for starters, first of all; In second place; one two Three...; a B C...; next, then; finally the last; in custody, etc.
• Supporting : besides, besides, besides this, first of all, etc.
• Equalizing : equally, the same, in the same way, etc.
• Translators : by the way, by the way, now, etc.
• Summarizing : thus, in general, in conclusion, in general, to summarize, etc.
• Attachments : namely, in other words, for example, for example, that is, so to speak, etc.
• Summarizing : therefore, as a result, for these reasons, etc.
• Derivatives : other, otherwise, in other words, in this case, etc.
• Reformulating : better, rather, in other words, etc.
• Substitutes : on the other hand, rather, etc.
• Contrasting : instead, on the contrary, on the other hand, etc.
• Conciliatory : one way or another, in any case, it is still, however, nonetheless, in any case, etc.
• Temporal : meanwhile, then, at the same time, etc.
• Estimated : in fact, in fact, following the facts, strictly speaking, formally, officially, technically, theoretically, etc.

How can the use of verbal markers in the speech of robots help?
First, the apparent redundancy of the markers serves for a meaningful connection between different fragments of the conversation. “Juan is my son” and “Juan is probably my son” are two completely different sentences.
Secondly, the verbal markers provide the system with an opportunity to confirm the presence of a dialogue between the robot and the human (and not just answer “Yes”, “No”, “I did not understand you. Repeat”).

Let's now turn to the use of specific verbal markers and see how they can diversify the speech of robots.

now / now / now
This marker in the design of voice prompts is used to indicate the connection of one level of dialogue with another.

eg
SYSTEM: Great. You are logged in. And now, since you are using the system for the first time, let me offer you help.

by the way
provides information in brackets

eg
SYSTEM: I dial the number. By the way, when you finish a conversation, you can not hang up, but simply say: “Go back” to stay in the system.

oh / o
a marker of “cognitive inconsistency” (what I know or think does not coincide with what you know or think)

eg
SYSTEM: Sport! Of course, sports! Oh ... Only this function I have not yet implemented.

actually / actually
as in the case of the previous marker shows that something does not correspond to reality or is not quite right

eg
SYSTEM: Actually, I can't go straight to this section. To get there, say: "Back."

otherwise / or just say ... / or
perhaps one of the most common markers in the speech of robots

eg
SYSTEM: If you want to leave a message, say: "Yes." Otherwise, say no.

OK
this marker confirms the user's choice and smoothly moves it to another level

eg
SYSTEM: Do you want to change your personal settings?
USER: None.
SYSTEM: Good. What's next?

sorry / sorry
this marker is not a sign of repentance of the system in the deed (the robot is not a human being), but is a signal of non-compliance of the request with the results

eg
USER: My PIN is three six, m ... no, it is ... two six four seven.
SYSTEM: Excuse me. I did not understand you.

So, try not to use verbal markers in order to convince the user that it is not a robot that speaks to him, but a human being. The markers ultimately serve to link the various parts of the dialogue together, which simplifies the assimilation of the meaning of the phrases.

Based on the book by Michael Cohen "Design of voice user interface"