Project GS: A Voice Automated Help Desk Session

The following is a transcript of the audio clip "A Voice Automated Help Desk Session":

System: Welcome to Gold Systems. You have reached the Voice-Automated Help Desk. What is your user ID?

User: Hong.Choi@Colorado.EDU.

System: You have said "Hong.Choi@Colorado.EDU". Is that correct?

User: Yes.

System: You are now logged in. Welcome, user. If you need assistance at any time, you can say "Help". If you did not hear the question and would like to hear this again, please say "Repeat". If you wish to return to the Main Menu at any time, please say "Main Menu". You are now in Main Menu. You can say "FAQ" to select a frequently asked question or "Trouble Ticketing" to record a description of the problem. What would you like to do?

User: FAQ.

System: You are now in FAQ. You can choose from the following categories: There are Email, General, Internet, Very New categories.

User: EMail.

System: You have chosen "Email". Is that correct?

User: Yes.

System: In Email there are General, Login ...

User: General.

System: You have chosen "General". Is that correct?

User: Yes.

System: In General there are three questions. While listening to the list, please choose a number to hear the corresponding answer. 1 ... Why does mail that I send have the wrong date-time stamp on it? 2 ... How do I leave ...

User: One.

System: You have chosen number "One". Is that correct?

User: Yes.

System: The answer is "Please check with your email server administrator." Did this solve your problem? If not, you can say "FAQ" to go back to the FAQ Menu or "Trouble Ticketing" to jump to the Trouble Ticketing Menu. Or you may hang up at any time. What would you like to do?

User: Trouble Ticketing.

System: You are now in the Trouble Ticketing. You may now chose Open, Close, Update or Status. What would you like to choose?

User: Open.

System: You have chosen "Open". Is that correct?

User: Yes.

System: You have chosen to open a trouble ticket. You are going to record your problem. Please record a description of the problem now.

User: How can I login?

System: Would you like to replay your message?

User: Yes.

System (in user's voice): "How can I login?"

System: Do you want to record again?

User: No.

System: Your trouble ticket number is 1054. Would you like to hear your trouble ticket number again?

User: No.

System: Please say "Main Menu" to go back to the Main Menu or you can say ...

(voice cut off)

System: I'm sorry. I didn't understand that. Please say "Main Menu" to go back to the Main Menu. Or you can say "Open" to open a new trouble ticket, "Close" to close a trouble ticket.

User: Close.

System: You have said "Close". Is that correct?

User: Yes.

System: You have chosen to close a trouble ticket. Please say your four-digit trouble ticket number. If you do not know your trouble ticket number you can search all of your trouble tickets by user ID or status by saying "User ID" or "Status". What would you like to do?

User: One thousand fifty-four.

System: You have chosen "1054". Is that correct?

User: Yes.

System: The trouble ticket number 1054 ready to be closed. Are you sure you want to close this trouble ticket?

User: Yes.

System: Your trouble ticket has been closed. You can say "Open" to open a new trouble ticket, "Close" to close a trouble ticket, "Status" to check the answer if a technician has resolved the problem, or "Update" to record addition description. Or if you wish to return to the Main Menu please say "Main Menu". What would you like to choose?

User: Update.

System: You have said "Update". Is that correct?

User: Yes.

System: You have chosen to update your trouble ticket. Please say your four-digit trouble ticket number. If you don't know your trouble ticket number you can search for all of your trouble tickets by user ID or status by saying "User ID" or "Status". What would you like to do?

User: Status.

System: You have chosen "Status". Is that correct?

User: Yes.

System: Please choose from the following status types: "Opened", "Closed", "Solved", "Processing", "Updated". What would you like to choose?

User: Closed.

System: You have chosen "Closed". Is that correct?

User: Yes.

System: We have found two other trouble tickets. Please choose one of the following trouble ticket ...

(noise)

System: Your ticket numbers are 1008, 1054. What would you like to choose?

User: 1054.

System: You said "1054". Is that correct?

User: Yes.

System: The trouble ticket number one thousand fifty-four has been found. You are going to record your problem. Please record a description of the problem now.

User: I don't know how to login.

System: Would you like to replay your message.

User: No.

System: Would you like to record your message again.

User: No.

System: Your new trouble ticket number is 1056. Would you like to hear your trouble ticket number again?

User: No.

System: If you wish to return to trouble ticketing, please say trouble ...

(hang up)