Serving Customers With Automatic Speech Recognition-Human-Factors Issues

6 May 1993

journal article
website
Published by Institute of Electrical and Electronics Engineers (IEEE) in AT&T Technical Journal

Vol. 72 (3) , 28-41
https://doi.org/10.1002/j.1538-7305.1993.tb00538.x

Abstract

This paper explores the human-factors issues in designing human/machine interfaces employing automatic speech recognition (ASR) technology. It describes how a designer of a product or service who uses this technology must ensure successful interactions between computers and end-users, leading to customer satisfaction and success of the product or service. The paper discusses how ASR technology can support human/machine interactions in telecommunications applications, if the human-factors issues that arise in ASR user-interface (UI) design can be appropriately addressed.

Keywords

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