Preference, perception, and task completion of open, menu-based, and directed prompts for call routing: A case study

EUROSPEECH 2003 - 8th European Conference on Speech Communication and Technology

Volumn , Issue , 2003, Pages 2209-2212

  Williams, Jason D ^a   Shaw, Andrew T ^a   Piano, Lawrence ^a   Abt, Michael ^a  

^a Natural Language Solutions Group   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

COMPUTER APPLICATIONS; COMPUTER SIMULATION;

CALL ROUTING; LIKERT SCALE; NOCV1; RETAIL INDUSTRY; SUBJECTIVE FEEDBACK;

SPEECH COMMUNICATION;

EID: 84889841053     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: None     Document Type: Conference Paper

References (8)

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2. M. Swerts et al., "Corrections in spoken dialogue systems." Proceedings of the International Conference on Spoken Language Processing (ICSLP 2000), pp. 615-618, Volume II, Beijing, China, 2000.
3. W. V. Vanhoucke et al., "Effects of Prompt Style when Navigating through Structured Data" (with accompanying presentation Speech and Search). Proceedings of INTERACT 2001, Eighth IFIP TC.13 Conference on Human Computer Interaction (IOS Press), pp.530-536, Tokyo, Japan, 2001.
4. T. Sheeder, "Learning From User Performance: A Laboratory Study." Nuance V-World 2002 (Nuance), Orlando, Florida, 2002.
5. F. Stentiford and P. Popay, "The design and evaluation of dialogues for interactive voice response services" BT Technical Journal (British Telecom: United Kingdom). No 1, Vol 7, January 1999. pp 160-171. pp 142-148.
6. B. Carpenter and J. Chu-Carroll, "Natural Language Call Routing: A Robust Self-Organizing Approach." ICSLP 98, Sydney, 1998.
7. F. McInnes et al., "Effects of prompt style on user responses to an automated banking service using word spotting." BT Technical Journal (BT: United Kingdom). No 1, Vol 7, January 1999. pp 160-171.
8. R. Lowry. Concepts and Applications of Inferential Statistics. Vassar College. On-line textbook. http://faculty.vassar.edu/lowry/webtext.html.