Dialog design for automatic speech recognition of telephone numbers and account numbers

Abstract

The ultimate success of automatic speech recognition (ASR) depends not only performance characteristics of the technology but also on user behaviors. User behaviors are, in turn, affected by the prompts, reprompts, and user interface strategies that we use when designing a service. In one project, we have designed and tested modular elements of a user interface for automatic speech recognition (ASR). We describe a human factors study of connected digits transactions, including "telephone number" and "account number" transactions. In this study, candidate prompt/reprompt arrangements were tested using samples of the American consumer population. We consider some of the results from our study.<>