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The Usability of Deployed Telephone Dialog Systems: An Evaluation
By: Kerstin Klöckner and Anthony Jameson (2006)
Proceedings of the 2006 IASTED International Conference
on Computational Intelligence. In press.
Abstract: A large amount
of research has been conducted on ways of making spoken dialog
systems usable, and many guidelines have been formulated.
This paper presents a complementary perspective on spoken
dialog systems by focusing not on research prototypes but
on a broad sample of 35 deployed dialog systems, of which
a comparative evaluation was conducted in the context of the
2005 Voice Award competition for German-language telephone-based
dialog systems. Considering in turn each of several evaluation
dimensions, we discuss the main recurrent usability problems
and some of the design solutions that have been used to combat
such problems. One general conclusion is that many of the
observed problems could principle have been avoided with the
help of standard guidelines and technology.
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