Cited By
View all- Suhm B(2008)Ivr Usability Engineering Using Guidelines And Analyses Of End-to-End CallsHuman Factors and Voice Interactive Systems10.1007/978-0-387-68439-0_1(1-41)Online publication date: 2008
Evaluating commercial touch-tone and speech-enabled telephone voice user interfaces using a single measure
Pages 129 - 130
Abstract
This paper describes a method to quantify both cost-effectiveness and (objective) usability of telephone voice user interfaces in a single measure, based on end-to-end recordings of thousands of calls. This method is a valuable tool for usability engineering of commercially deployed, touch-tone and speech-enabled telephone voice user interfaces.
References
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Edwards, K., Quinn, K., Dalziel, P. B., and Jack, M. A. "Evaluating Commercial Speech Recognition and DTMF Technology for Automated Telephone Banking Services," IEE Colloquium on Advances in Interactive Voice Technologies for Telecommunication Services, 1997, Vol. 4, pp. 1-6.
[2]
Halstead-Nussloch, R. "The Design of Phone-based Interfaces for Consumers," CHI 1989, pp. 347-352.
[3]
Roberts, T. L. and Engelbeck, G. "The Effects of Device Technology on the Usability of Advanced Telephone Functions," CHI 1989, Vol. 1, pp. 331-338.
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Tatchell, G. R. "Problems with the Existing Telephony Customer Interface: The Pending Eclipse of Touch-Tone and Dial-Tone," CHI 1996, Vancouver, BC, pp. 242-243.
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Yankelovich, N., Levow, G.-A., and Marx, M. "Designing SpeechActs: Issues in Speech User Interfaces," CHI 1995, Denver, CO, Vol. 1, pp. 369-376.
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- Evaluating commercial touch-tone and speech-enabled telephone voice user interfaces using a single measure
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Published: 31 March 2001
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View all- Suhm B(2008)Ivr Usability Engineering Using Guidelines And Analyses Of End-to-End CallsHuman Factors and Voice Interactive Systems10.1007/978-0-387-68439-0_1(1-41)Online publication date: 2008
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