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Titre du document / Document title

Increasing the usability of interactive voice response systems : research and guidelines for phone-based interfaces : Telecommunications

Auteur(s) / Author(s)

SCHUMACHER R. M. ; HARDZINSKI M. L. ; SCHWARTZ A. L. ;

Affiliation(s) du ou des auteurs / Author(s) Affiliation(s)

Ameritech, Hoffman Estates IL 60196, ETATS-UNIS

Résumé / Abstract

Thousands of applications-from airline reservations to zoo schedules-use phone-based interfaces to provide information to callers and to request input. The dramatic increase in the number of these applications has led to wide variability in the quality of the interface design. Most users have no choice but to grudgingly accept these systems ; experience with poorly designed phone-based interfaces has led to widespread dissatisfaction. We believe that the lack of published guidelines for interface design for these systems contributes to the variability in quality and thus to user antipathy. In this paper we propose guidelines for construction of phone-based interfaces to interactive voice response systems. These guidelines are a compilation of information from the best of current practices, empirical research where available, and the wisdom of the industry. We see this collection as a starting point for further discussion and standardization that will ultimately lead to optimally usable interactive voice response systems.

Revue / Journal Title

Human factors    ISSN  0018-7208   CODEN HUFAA6 

Source / Source

1995, vol. 37, no2, pp. 251-264 (1 p.)

Langue / Language

Anglais

Editeur / Publisher

Human Factors and Ergonomics Society, Santa Monica, CA, ETATS-UNIS  (1958) (Revue)

Mots-clés anglais / English Keywords

Information technology

;

Telecommunication

;

Interactive system

;

Telephone

;

Speech recognition

;

Speech synthesis

;

User interface

;

System design

;

User need

;

User reaction

;

Human factor

;

Human

;

Mots-clés français / French Keywords

Technologie information

;

Télécommunication

;

Système conversationnel

;

Téléphone

;

Reconnaissance parole

;

Synthèse parole

;

Interface utilisateur

;

Conception système

;

Besoin utilisateur

;

Réaction utilisateur

;

Facteur humain

;

Homme

;

Mots-clés espagnols / Spanish Keywords

Tecnología información

;

Telecomunicación

;

Sistema conversacional

;

Teléfono

;

Reconocimiento palabra

;

Síntesis palabra

;

Interfase usuario

;

Concepción sistema

;

Necesidad usuario

;

Reacción utilizador

;

Factor humano

;

Hombre

;

Localisation / Location

INIST-CNRS, Cote INIST : 2452, 35400005431060.0020

Nº notice refdoc (ud4) : 3635815



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