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Prompting for Speech Input in IVR Systems

Neut, E. van der (1997) Prompting for Speech Input in IVR Systems. Master's Thesis / Essay, Artificial Intelligence.

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Abstract

Automatic speech recognition is a promising alternative to touch-tone as a modality for interaction with automated telephone systems. The choices made in the design of speech interfaces will influence the cost-effectiveness and user friendliness of the final product. This report describes an experimental study which was conducted at the speech recognition company PureSpeech, Inc. to evaluate some of these major choices. Different techniques of prompting the caller for input were evaluated with respect to user comfort, task-efficiency, and task compliance. Within-subjects factors were utterance complexity and the presence or absence of input examples, and a between-subject factor was the presence or absence of beep tones as indicators of turn taking. The findings showed that interactions with complex utterances were preferred over simple ones. Systems that did not make use of input examples were preferred over systems that did. Beep tones and input examples increased user performance for complex interactions, but had no effect on simple interactions.

Item Type: Thesis (Master's Thesis / Essay)
Degree programme: Artificial Intelligence
Thesis type: Master's Thesis / Essay
Language: English
Date Deposited: 15 Feb 2018 07:30
Last Modified: 15 Feb 2018 07:30
URI: http://fse.studenttheses.ub.rug.nl/id/eprint/9022

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