AVA is Telstra’s Voice Assistant which aims to assist customers with any queries they may have regarding their account, such as billing information and data usage. The aim of this project is to keep the interaction between AVA and the user as simple as possible. In order to commence the project, background research on target audience, existing products and relevant technology was conducted to gain a deeper understanding on how voice technology works and how it can be implemented into everyday use.

 

Based on research findings, interviews and testings, it was found that the three main things that needed to be improved or implemented were; changing the name of ‘Telstra Voice Assistant’, adding in verbal notifications on prompt, and adding a four digit verification code for security purposes, which also eliminates the lengthy process of stating and remembering long account numbers.

 

The findings and solutions proposed in this project will help Telstra to further develop and improve their voice assistant.