A comparative study of speech in the call center: Natural language call routing vs. touch-tone menus

Conference on Human Factors in Computing Systems - Proceedings

Volumn 4, Issue 1, 2002, Pages 283-290

  Suhm, Bernhard ^a   Bers, Josh ^a   McCarthy, Dan ^a   Freeman, Barbara ^a   Getty, David ^a   Godfrey, Katherine ^a   Peterson, Pat ^a  

^a BBN TECHNOLOGIES   (United States)

Author keywords

Call center; Call routing; Interactive Voice Response systems (IVRs); Natural language; Speech user interfaces; Touch tone; Usability

Indexed keywords

FORMAL LANGUAGES; ROUTERS; USER INTERFACES;

CALL ROUTING;

SPEECH COMMUNICATION;

EID: 0037480881     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: None     Document Type: Conference Paper

References (7)

1. Edwards, K., Quinn, K., Dalziel, P.B., and Jack, M.A. "Evaluating Commercial Speech Recognition and DTMF Technology for Automated Telephone Banking Services," in: IEEE Colloquium on Advances in Interactive Voice Technologies for Telecommunication Services, 1997, Vol. 4, pp. 1-6.
2. Gorin, A., Parker, B., Sachs, R., and Wilpon, J. "How may I help you?," Speech Communications, 1997, Vol. 23 pp. 113-127.
3. Lee, C.H., Carpenter, B., Chou, W., Chu-Carroll, J., Reichl, W., Saad, A., and Zhou, Q., "On Natural Language Call Routing", Speech Communications, 2000, Vol. 31, pp. 309-320.
4. Nuance 2000 Speech User Scorecard. available at 〈http://www.nuance.com/pdf/2000Scorecard.pdf〉, Nuance Communications, Menlo Park, CA (2000).
5. Suhm, B. and Peterson, P., "A Data-Driven Methodology for Evaluating and Optimizing Call Center IVRs", International Journal of Speech Technology, 2002, Vol. 5 (1).
6. Tatchell, G.R. "Problems with the Existing Telephony Customer Interface: The Pending Eclipse of Touch-Tone and Dial-Tone," International Conference on Human Factors in Computing Systems (CHI), 1996, Vancouver, BC, Vol. 1, pp. 242-243.
7. Walker, M.A., Litman, D., Kamm, C., and Abella, A. "PARADISE: A Framework for evaluating spoken dialogue agents," in Proceedings of the 35th Annual Meeting of the Association of Computational Linguistics, 1997, Madrid, pp. 271-280.