Request for Internet Services-Authentication; Automated Telephone Speech Technology-Authentication (Telephone)

Social Security Administration
BEVE/MRC
Transfer of Voice Data Collection
BBN Findings

2.2

User Interface Design Specification
Last Saved: 2 October, 2008

Verizon Business Confidential & Proprietary.
This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or otherwise provided to
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BEVE/MRC

Nuance/Social Security Administration -- Confidential

Document History
Date

Spec

App

Summary of Changes

Revised by

4/14/04

.01

1.0

Initial version

Robby Kilgore

4/16/04

.02

1.0

Sample Calls updated

Robby Kilgore

4/20/04

.03

1.0

Updated sample calls post review

Robby Kilgore

4/20/04

.04

1.0

Begin DM Tables

Robby Kilgore

4/21/04

.05

1.0

Adding Name 2.0 OSDM Tables

Robby Kilgore

4/21/04

.06

1.0

Added 2.0 plus post Name states

Robby Kilgore

4/22/04

.07

1.0

Added Visio details for main speech application

Robby Kilgore

4/22/04

.08

1.0

Debugged tables

Robby Kilgore

4/22/04

.09

1.0

Consolidated exit tables, synced Visio flows, updated demographics slightly.

Robby Kilgore

4/23/04

.10

1.0

Added global handoffs, reconciled sample call text.

Robby Kilgore

4/23/04

.11

1.0

Included feedback from Joe and other tweaks for Draft release

Robby Kilgore

4/23/04

.12

1.0

Added Joe’s changes for Draft

Robby Kilgore

4/26/04

.13

1.0

Folded in comments from CPT review call

Robby Kilgore

4/28/04

.20

1.0

Changed Name 2.0 to 1.12 interaction model

Robby Kilgore

4/28/04

.21

1.0

Comb through for any bugs introduced by changes to interaction model

Robby Kilgore

4/28/04

.22

1.0

Reviewed and tracked changes with Joe Farhat and Jon Bloom

Robby Kilgore

4/29/04

.23

1.0

Folded in changes from last review

Robby Kilgore

Date

Spec

App

Summary of Changes

Revised by

4/29/04

1.0

1.0

Ready release for client review

Robby Kilgore

4/30/04

1.01

1.0

Received input from SSA / CPT review call

Robby Kilgore

5/2/04

1.02

1.0

Updated spec to reflect input from SSA / CPT review call

Robby Kilgore

5/4/04

1.03

1.0

Added MaxHelp hand-off prompts and miscellaneous other small changes
covered in phone meeting 5/4/04

Robby Kilgore

5/5/04

1.04

1.0

Updated sample calls

Robby Kilgore

5/5/04

1.05

1.0

Small changes to sample call and removal of “Agent” verbiage.

Robby Kilgore

5/19/04

1.06

1.0

Reconciled the document to reflect small text changes from the recording
sessions as well as flagging marking global vs. local apologies.

Robby Kilgore

5/27/04

1.07

1.0

Reconciled prompt text with recordings.

Robby Kilgore

6/11/04

1.11

1.0

Reconciled against bugs, plus added changes from UT

Robby Kilgore

6/14/04

1.12

1.0

Created new document for safety sake. Removed punctuation from Grammars

Robby Kilgore

6/15/04

1.13

1.0

Updated based on review with SSA / MCI / CPT

Joe Farhat

6/16/04

1.14 /

1.0

Updated to resolve CR1582, 1583, 1584, 1585, 1590, 1591, 1592, 1593, 1613,
and 1624. Minor update to nomatch prompts in 1040_ConfirmName

Joe Farhat

1.0

Tiny tweak to the prompt text in 1400080, Added note about Confirmation
Grammars

Robby Kilgore

1.15
6/17/04

SSA BEVE2

1.16

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6/30/04

1.18 /
1.19.1

1.0

Fixing up the last few CRs

Robby Kilgore /
Joe Farhat

8/9/04

1.20

1.0

Revisions based on Pilot tuning report.

Robby Kilgore

8/10/04

1.21

1.0

Finalized UI Doc changes post review with SSA

Robby Kilgore

9/15/04

1.23

1.0

Adjustments from Tuning Report #2

Robby Kilgore

10/25/04

1.24

1.0

Adjustments from final tuning

Robby Kilgore

10/28/04

1.25

1.0

Clarified deactivation of global agent grammar in 1000_SayLastName and
1020_SayFirstName

Joe Farhat

11/04/04

1.26

1.0

Final tweaks to verbiage to match recordings

Robby Kilgore

11/05/04

1.27

1.0

Last minute corrections and acceptance of all changes
FINAL VERSION

Robby Kilgore

Date

Spe
c

App

Summary of Changes

Revised by

6/23/05

2.0

1.0

Changes based on tuning analysis and recommendations of June 2005.

Paul Sawyer

1. 1020_SayFirstName – change Initial prompt to discourage spelling here.
2. 1040_ConfirmName – add more synonyms for Yes and No.
3. 1060_GetMistake – add synonym for Both.
4. DM9000_Check_For_Alt_Name – Change Initial prompt to discourage
barge in and speaking of a name rather than Yes or No. Also turn off bargein.
5. DM11000_ReturnToMain_or_HangUP – no action – rejected
recommendation of adding Yes/Yeah as synonyms for Main Menu and No as
synonym for Goodbye. The number of occurrences is low. Yes seems just as
likely a response to Goodbye as to Main Menu. The cost of failure to the
caller in this DM is very low.
6. Eliminated useless Appendix A.
7. PP2000_Standard_Greeting – Added new prompts for the case when
these services are invoked from the Speak Freely N8NN rather than the old
DTMF N8NN.

15 Feb 06

2.1

1.0

1. Remove restriction on date of birth in DM5000.

Paul Sawyer

2. Add support for blocked accounts. Affects PP1500, BR8000, DM11000.

23 Mar 06

2.2

1.0

1. Corrected 500_EntryPrompt module for subsequent module when Spelling
– TRUE and names_to_collect = LAST or LAST_FIRST
2.Fixed wording of default_name_spelllast_collection_noinputprompts1 in
1090_RespellLast
3. Fixed wording of default_name_spellfirst_collection_noinputprompts2 in
1070_RespellFirst
4. Fixed wording of default_name_spelllast_collection_reprompts1 in
1090_respellLast
5. Fixed wording of default_name_getmistake_collection_reprompts2 in
1060_GetMistake
6. Fixed wording of default_name_sayfirst_collection_nomatchprompts1 in
1020_SayFirstName

Phil Profili

18 Apr 07

2.2

1.34

1. Removed references to BR8100
2. Added new state, DB3050
3. Updated DM3000 and BR3100
1. Updated 1000_SayLastName
2. Updated 1020_SayFirstName
3. Removed Confirmation logic from 1060_GetMistake
4. Updated PP2000
5. Removed PP9999
6. Updated BR3100

Sean Stallings

23 Apr 07

SSA BEVE2

2.2

1.35

29 June 2009

VZB
Sean Stallings
VZB

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21 May 07

Nuance/Social Security Administration -- Confidential

2.2

1.36

Updated 1060 GetMistake

1.37

Updated DM 4000, removed ”great” from 50201

1.38

Replaced wording in states 500 through 1090 with wording from
corresponding KBA prompts.
Added developers notes to states 500 through 1090 stating that these states
now share prompting with KBA.
Corrected some changes made in states 500 through 1090

Sean Stallings
VZB

05 July 07

2.2

Sean Stallings
VZB

10 July 07

11 July 07

2.2

2.2

1.39

Sean Stallings
VZB
Sean Stallings
VZB

12 July 07

19 July 07

2.2

2.2

1.40

Incorporated new message numbers in 6.1 Timeouts and Retries, DM 4000
and DM 9000

Sean Stallings

1.41

Updated 50206, 50307, 50308, 50312, 50367, 10062

Carol Cummings

1.42

Updated

1.43

Corrected DM 11000 to show that only Global Agent Command is disabled

1.44

Corrected prompting in message number 50204

VZB

VZB
21 July 07

2.2

Carol Cummings
VZB

08 August 07

2.2

Sean Stallings
VZB

15 Aug 07

2.2

Sean Stallings
VZB

08 Oct 07

31 Oct 07

3 Mar 08

2.2

2.2

2.2

1.45

1.46

1.47

Removed msg. 50368 from 1070
Removed msg. 50382, from 1090

Sean Stallings

Broke message 10054 into two parts, 10054 and 10088. Allowed barge in=
True for 10088.

Sean Stallings

Added Privacy paragraph to chapter 6 Global Behavior

Sean Stallings

Added BR 1900

VZB

VZB

VZB

Added BR 3999
Added BR 4005
Added 400
Updated DM 4000, 5000, 1000, 1010, 1020, 1030, 1070, 1090 and 9000;
Added confidential flag setting data to module notes
06 Mar 08

2.2

1.48

Corrected broken hyperlink in 6.4 Help Prompts

Sean Stallings

Updated P2000, adjusted the wording to reflect the fact that we may or may
not be collecting 5 pieces of information.

VZB

10 Mar 08

2.2

1.49

Updated BR 1900, BR 3999, 400-Name Check Condition; ; Corrected
reporting information for “if else” conditions.

Sean Stallings

21 Mar 08

2.2

1.5

Corrected reporting string in BR3999 and 400

Sean Stallings

VZB

VZB
1 Apr 08

2.2

1.51

Updated reporting string for first and last name re-use

Sean Stallings
VZB

4 Apr 08

2.2

1.52

Updated BR 1900, if callers information is complete callers now route to PP
6000.

Sean Stallings
VZB

Added BR 4005.
Clarified wording for BR1900 Check Null Condition
11 Apr 08

17 Apr 08

SSA BEVE2

2.2

2.2

1.53

1.54

In order to assure that re-use items are properly reported, in Check Null
Condition, if TVDC items to collect = 0, the call must then route to the next
Check Condition Module.

Sean Stallings

Updated Module 9000 Added “Barge in” column to the prompt table, barge in

Sean Stallings

29 June 2009

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is set to “false” for initial prompt, “true” for all others.

VZB

Broke message 10054 into two parts, 10054 and 10088.
21 Apr 08

2 May 08

2.2

2.2

1.55

1.56

Corrected broken link in table of contents.

Sean Stallings

Corrected reporting strings for BR3999, BR4005, Module 400, BR5500

VZB

Updated reporting strings for BR3999, BR4005, Module 400, BR5500

Sean Stallings
VZB

7 May 08

13 June 08

2.2

2.2

1.57

1.58

Updated DM 9000, renumbered message 10088 to 10092, to prevent
overlap.

Sean Stallings

Updated Module 4005, module is now correctly named
DOB_Check_Condition.

Sean Stallings

VZB

VZB

Updated module 5000, ‘entering from’ field now shows entering from 4005
DOB_Check_Condition.
23 June 08

4 August 08

2.2

2.2

1.59

1.60

Updated module 1090_RespellLast, ‘Entering From’ field no longer points to
module 1070_RespellLast. This resolves ticket 20603.

Sean Stallings

Updated module 4000_Get_SS_Number.

Sean Stallings

To improve capture process the wording of all prompts has been changed to
match SSN capture in KBA.

VZB

VZB

Audio for Initial prompt, message 54201, changed to match KBA 50201
Audio for Retry 1 prompt, message 54202, changed to match KBA 50202.
Corrected reporting tags in modules BR3999, BR4005 and 400. Removed
spaces after commas.
Corrected dead hyperlink issue in “Entering From” fields found in module
1000, modules 3050 through 9000, and modules 11000 through 14000.
Updated Modules 4000 and 5000, updated ‘results’ column in the
confirmation ‘field’ for Retry 1 and Timeout 1. Now shows an example of the
wording a caller would hear, not the specific data field.
Updated modules 1000, 1010, 1020, 1030 and 1040. Corrected references
to 500_Intro. Now reads ‘500_EntryPrompt’.
Updated Module 4000, now shows entering from Module 3999.
21 August 08

2.2

1.61

Highlighted Barge-in changes in pink

2.0

Updated DM 3000, on ‘no’ condition call should route to DB 3050.

Sean Stallings

BBN Findings Effort

VZB

Sean Stallings
VZB

09September
08

2.2

25
September
08

2.2

02

2.2

October
08

2.1

2.2

1)

Updated section 6.1 Time-outs and Retries, updated wording for
confirmation retry 2, changed message 50345 to 50347.

2)

Updated DM3000_CheckAOR, updated wording for retry 2,
message 30022

3)

Updated module 1040, for retry 2 replaced message 50345 with
50347.

4)

Updated module 9000, updated message 10056

5)

Highlighted all BBN Findings changes in Green

Added Verizon Business proprietary statement to title page and all page
footers.

Sean Stallings

Updated 6.1 highlighted the BBN change to the global retry 2 in Green.

Sean Stallings

Updated 1000_SayLastName, added condition for ‘Failure and Alt Name’
which now routes to PP6000 – this resolves ticket 22408. Added new
wording for Other Last Name, retry 1,message 50310, caller will now only be
asked to spell their other last name.

VZB

VZB

Updated PP6000, now shows as entering in from 1000_SayLastName.

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Chapter 1: Table of Contents
Chapter 1:

Table of Contents ................................................................................................6

Chapter 2:

Background and Motivation ...............................................................................8
2.1 Executive Summary..................................................................................................................... 8
2.1.1 What the application does ..................................................................................................... 8
2.1.2 Social Security Administration’s goals ................................................................................... 8
2.1.3 Callers’ goals......................................................................................................................... 8
2.2 Aesthetics...................................................................................................................................... 8
2.3 Open Issues .................................................................................................................................. 9

Chapter 3:

About the Callers...............................................................................................10
3.1 Introduction ............................................................................................................................... 10
3.2 Demographics Data .................................................................................................................. 10
3.3 Caller Archetypes....................................................................................................................... 12

Chapter 4:

Call Examples ....................................................................................................13
4.1 Sample Call Design Considerations........................................................................................ 13
4.1.1 Verboseness ........................................................................................................................ 13
4.1.2 Confirmation Strategy: ........................................................................................................ 13
4.1.3 In Session Tracking: ...........................................................................................................13
4.1.4 Longevity: ........................................................................................................................... 13
4.2 Call #1: No Collection Problems ........................................................................................... 14
4.3 Call #2: Handling Hyphenated Name with Spelling ........................................................... 15
4.4 Call #3: MRC - Misrecognized Name plus Alternate Name.............................................. 16
4.5 Call #4: A Rejected Request ....................................................................................................18

Chapter 5:

Call-Flow Diagrams ...........................................................................................20
5.1 Legend for the call-flow diagrams .......................................................................................... 20
5.2 High-Level Call Flow Diagram ............................................................................................... 21
5.3 Outbound Transfer Logic ........................................................................................................22
5.4 Name OSDM High-Level Diagram ....................................................................................... 23
5.5 Name DM Diagram – Default Configuration ...................................................................... 26
5.6 Name DM Flow Diagram – Collecting Last Name Only................................................... 27

Chapter 6:

Global Behavior .................................................................................................28
6.1 Time-outs and Retries............................................................................................................... 28
6.2 Global Default Settings ............................................................................................................ 29
6.3 Privacy ......................................................................................................................................... 29
6.4 Help prompts ............................................................................................................................. 29
6.5 Default Confirmation Grammars ........................................................................................... 30
6.6 Global Commands and Global Prompts............................................................................... 30
Global Commands Vocabulary ............................................................................................... 30

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6.7 DTMF Collection ...................................................................................................................... 30
6.7.1 General DTMF Usage....................................................................................................... 30
6.7.2 Termination of digit strings using the pound sign.................................................................. 31
6.7.3 Invalid DTMF input should be rejected................................................................................. 31
6.7.4 End-of-DTMF timeout ........................................................................................................ 31
6.7.5 Key-ahead ........................................................................................................................... 32
6.8 Digit-String Playback ................................................................................................................ 33
6.9 Event Logging............................................................................................................................ 33
6.10 Internal DialogModule Functionality ..................................................................................... 34
Chapter 7:

SSA BEVE2

Detailed Dialog Specification ...........................................................................35
7.1 How to Read the Call-Flow Tables ........................................................................................ 35
7.2 Call-Flow Tables ........................................................................................................................ 36
DB0000_Ping_System .............................................................................................................. 36
BR1000_System_And_Operator_Availability ...................................................................... 36
PP1500_Getting_Help_Operator........................................................................................... 37
BR1900 Check Null Condition ............................................................................................... 37
P2000_Standard_Greeting ....................................................................................................... 38
DM3000_Check_AOR............................................................................................................. 39
DB3050_Check_AOR_Ping.................................................................................................... 40
BR3100_AfterHours_Check ................................................................................................... 40
BR3999 Social Security Check Condition.............................................................................. 40
4000_Get_SS_Number ............................................................................................................ 41
BR4005 Social Security Check Condition.............................................................................. 42
5000_Get_DOB ........................................................................................................................ 43
400- Name Check Condition................................................................................................... 44
500_EntryPrompt...................................................................................................................... 45
1000_SayLastName................................................................................................................... 46
1010_SpellLastName ................................................................................................................ 48
1020_SayFirstName .................................................................................................................. 49
1030_SpellFirstName................................................................................................................ 50
1040_ConfirmName ................................................................................................................. 51
1050_ConfirmationApology .................................................................................................... 52
1060_GetMistake....................................................................................................................... 53
1070_RespellFirst ...................................................................................................................... 54
1090_RespellLast ....................................................................................................................... 56
3000_ExitFailurePrompt.......................................................................................................... 57
4000_ExitSuccessPrompts....................................................................................................... 58
BR5500_Alt_Name_Collected ................................................................................................ 58
PP6000_Ready_To_Submit..................................................................................................... 59
DB7000_SubmitRequest .......................................................................................................... 59
BR8000_DB_Request_Validate_1st....................................................................................... 59
DM9000_Check_For_Alt_Name ........................................................................................... 60
PP10000_Task_Complete........................................................................................................ 61
DM11000_ReturnToMain_or_HangUP ............................................................................... 62
PP12000_Thanks_Before_Return .......................................................................................... 64
PP13000_Goodbye ................................................................................................................... 64
DM14000_Post_Options......................................................................................................... 65
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Chapter 2: Background and Motivation
2.1

Executive Summary
The Social Security Administration serves callers currently receiving benefits as well as the
general population with self-service and informational assistance. SSA is looking for ways to
improve self-service options for both calling populations. Existing self-service options are
currently available from the SSA web site or via the SSA N8NN telephone interface. SSA
would like to enhance the telephone based self-service options to include advanced speech
with a real-time request processing. The self-service functions contained within the scope of
this project are 1) Automated replacement Medicare Card service 2) Automated benefit
verification letter service.

2.1.1

What the application does

2.1.2



Self-Serve Medicare Card Replacement Requests – Use of this application
requires that you currently receive Medicare Benefits, or that you are eligible to
receive benefits. This application will allow callers to request a new or replacement
Medicare Card, and will receive approximately 785K calls annually.



Self-Serve Benefit Verification Requests – Use of this application is for Social
Security beneficiaries and will allow callers to request a statement of Social Security
benefit verification letter for various purposes. This application will receive
approximately 1.9 million calls annually.

Social Security Administration’s goals
Primary goals of the speech application are to:



Provide universal access to the SSA’s automated services by providing an access
channel for callers including the visually impaired.
Offer real-time fulfillment of Benefit Verification letter requests or Medicare
Replacement Card requests without needing to transcribe information collected by
the existing automated Touch Tone system. Doing so will eliminate transcription
time and transcription errors, as well as minimize the time lag between callers
making the request and transcription of the request. Transcription time introduces
delays in mailing out the forms, resulting in callers calling back to find out if their
forms have been mailed.

One business objective for the speech application is cost reduction. Automating calls and
minimizing the number of calls to SSA agents is the primary mechanism towards this goal. As
such, the application will be implemented in a way to streamline and automate requests.

2.1.3

Callers’ goals
Callers are seeking simple self service.

2.2

Aesthetics
Jill converses with caller in a clean yet informal, role-appropriate female voice. She is
friendly, competent and resourceful. Even when she’s unable to complete a caller’s request,
she usually provides helpful suggestions on how they can proceed.

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2.3

Nuance/Social Security Administration -- Confidential

Open Issues

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Chapter 3: About the Callers
3.1

Introduction
The design of the user interface is driven, in part, by ScanSoft’s understanding of the
population of callers to the system. Generally, callers will access the system for one of two
reasons. They are either Medicare recipients looking to replace a Medicare card or Social
Security recipients looking to receive a letter verifying their Social Security benefits. These
two caller populations will call an 800 number to access the N8NN Main Menu system, and
will eventually route themselves to the new BEVE/MRC speech application to request a
replacement Medicare Card or request a verification of Social Security benefits.
It is presumed that all callers are first timers who will not call again.

3.2

Demographics Data
65+
11120000

18+

General Population: Age of Recipients
Thirty nine million people are receiving benefits.
Eight percent of them are disabled and range in age
from 18 on up. The rest are 65 and older. There are
also 8 million people of any age on Supplemental
Security Income (SSI)

35880000

<-- 61
61 -->

Caller Population: Age Distribution
BEVE: Of the 1.9 million annual callers,
66% are below 61 years of age.
MRC: Of the 785,000 callers requesting Medicare
Replacement Cards, 66% are above 70 years of age.

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The chart below shows the age distribution within the general US population. It is included
here because it is assumed that the age distribution of the potential caller population roughly
matches that of the general population.

Who are SSA
beneficiaries?
 Elderly (62+ years)
35.8 million.
Most likely have not
had experience with
VUI

SSA BEVE2



Disabled (18+ years)
3.12 Million
~8% of the
population?



Low Income (18+)
8 Million
Supplemental Security
Income (SSI)

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3.3

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Caller Archetypes
James Richards
James is 67 years young, living in Grand Forks, North Dakota, 90 miles south
of the Canadian border in eastern North Dakota. He has a small woodworking
shop that’s attached to his garage. The bank has told him he needs to provide
a verification letter from the SSA as proof of income for a home improvement
loan.
Jane Preston-Blair
She is originally from Norwalk, Connecticut. She married her hometown
sweetheart 39 years ago and they enjoyed 28 years of US Air Force life. They
traveled all over before retiring and settling in North Carolina and that is
where they call home. They have four wonderful daughters, who have
rewarded them with seven beautiful grandchildren. Jane is requesting a
verification letter. Her name is hyphenated. She’ll have to spell her name.
Julia Davis (Brewer)
Born in Tampa Florida in 1948, Julia is disabled. She is a Medicare recipient
and has also received Supplemental Security Income for the last several years.
She is seeking a Replacement Medicare Card. Recently divorced; she is still
listed under her ex-husband’s name. Her request fails on name mismatch and
prompts for an alternate.
Jim Trouble
This boy is a 15 year old wanna-be hacker, randomly trying Social Security
numbers. He has no criminal intent, but is curious to see if he can retrieve
social security numbers by using the system. The information he gives does
not validate and his request is rejected out of hand. He will likely hang up
when he learns he is being transferred to an operator.

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This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or
otherwise provided to third parties without the consent of Verizon Business.

BEVE/MRC

Nuance/Social Security Administration -- Confidential

Chapter 4: Call Examples
Callers arrive at this portion of the system by navigating through the N8NN main menu (via
DTMF or Simple Speech) system. This can take a minute or more of DTMF interactions.
The design of the interactions should accommodate this change in interaction style between
the DTMF portion of the larger system and the “conversational” nature of the Speech
Application. This may be accomplished through audio iconography, signposting and prompt
text.
Callers have explicitly chosen the self service route, and are transferred to the speech system
AFTER choosing either the “replacement card” or “verification letter” path. The Speech
system will receive a flag signifying the task the caller is attempting to complete.
The call scenarios covered here include:





4.1

Benefits Verification Letter
Benefits Verification Letter
Medicare Card Request
Medicare Card Request

No errors.
Handling hyphenated name / spelling.
Listed under an alternate name.
Rejected request.

Sample Call Design Considerations

4.1.1

Verboseness
Jill’s audio and prompts are designed to accommodate the vast majority of callers whose
VUI experience is either limited or perhaps nonexistent. The verbiage is designed to convey
a clear mental model of how Jill behaves and what her capabilities are. This subtly helps
callers remember to avoid chatty responses.

4.1.2

Confirmation Strategy:
When designing speech interfaces, it’s often desirable to group confirmations together
whenever possible; as in “So that’s Tuesday at 10AM for an hour. Right?”, but in Jill’s case,
the data-types seem too unrelated. Because of the nature of her application, she’s forced to
confirm at every turn. To justify this, she goes out of her way to acknowledge the
importance of “getting things right”. Her prompting for confirmations becomes briefer as
the caller progresses.

4.1.3

In Session Tracking:
There are some prompts which exploit a simple form of in session tracking. Jill’s exit and
hand-off phrases are context sensitive. That is, they specifically talk to the issues that have
lead to the hand-off.

4.1.4

Longevity:
Since the system is basically a one shot (first time is the last time) system where the task
completion is more important than longevity, Jill is slightly biased towards relatively severe
hand-holding to minimize dropout. Jill doesn’t advertising operator assistance, though she
will eventually recommend it, as a path of last resort.

SSA BEVE2

29 June 2009

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Verizon Business Confidential & Proprietary.
This documentation is extremely sensitive; please limit distribution. No part of this document may be photocopied, disclosed, or
otherwise provided to third parties without the consent of Verizon Business.

BEVE/MRC

4.2

Nuance/Social Security Administration -- Confidential

Call #1: No Collection Problems
James Richards
James is 67 years young, living in Grand Forks, North Dakota, 90 miles south of the
Canadian border in eastern North Dakota. He has a small woodworking shop that’s attached
to his garage. The bank has told him he needs to provide a verification letter from the SSA
as proof of income for a home improvement loan.