Evaluating commercial touch-tone and speech-enabled telephone voice user interfaces using a single measure

Conference on Human Factors in Computing Systems - Proceedings

Volumn , Issue , 2001, Pages 129-130

  Suhm, Bernhard ^a   Peterson, Pat ^a  

^a BBN TECHNOLOGIES   (United States)

Author keywords

Call center; Cost effectiveness; Evaluation methodology; Speech and touch tone voice user interfaces; Usability

Indexed keywords

CALL CENTERS; EVALUATION METHODOLOGIES; USABILITY; VOICE USER INTERFACE;

HUMAN ENGINEERING; TELEPHONE SETS; USABILITY ENGINEERING;

TELEPHONE;

EID: 0008397184     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1145/634067.634146     Document Type: Conference Paper

References (5)

1. Edwards, K., Quinn, IC, Dalziel, P.B., and Jack, M.A. "Evaluating Commercial Speech Recognition and DTMF Technology for Automated Telephone Banking Services, " lEE Colloquium on Advances in Interactive Voice Technologies for Telecommunication Services, 1997, Vol. 4, pp. 1-6.
2. Halstead-Nussloch, IL "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, Voi. 1, pp. 331-338.
4. 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.
5. Yankelovich, N., Levow, G.-A., and Marx, M. "Designing SpeechActs: Issues in Speech User Interfaces, " CHI 1995, Denver, CO, Vol. 1 pp. 369-376.