Selecting a Voice Persona

Abstract

The goal of this research was to evaluate and select an appropriate Voice Persona for BellSouth. A number of steps were utilized to make this selection, including: 1) Understanding how BellSouth and BellSouth voice services are currently perceived by our customers; 2) Defining desirable attributes that not only reflect our customers' needs but that also match the desired direction of the company; 3) Selecting voices for evaluation in the research study; 4) Designing and carrying out the research; and 5) Determining the preferred voice based on results of the study. Of five voices that were evaluated, a number of independent sources of data pointed to one of the voices as the preferred voice.