Dialog design for a speech-interactive automation system

Abstract

We discuss our approach to dialog design for telephone service orders, and describe the dialog developed for our service disconnect system. Our approach is based on the characterization of applications in terms of information elements and their attributes. We build the acquisition dialog for each information element by customizing generic dialog prototypes to match its type and attributes. The design of the dialog prototypes is based on dyads of system outcomes and recourse actions. Our approach features design modularity, relative ease of scaling dialogs to new applications, and decoupling the dialog design from the specifics of system and recognition technologies.<>