ISCA Archive ICSLP 1994
ISCA Archive ICSLP 1994

User acceptance of automatic speech recognition in telephone services

David Fay

This paper describes five experiments that compare consumer preferences for two types of user interface to interactive telephone services: TouchTone and Automatic Speech Recognition. The experiments measure consumers' subjective preferences after they interact with different versions of automated telephone services implemented using the Wizard-of-Oz technique. Versions of the interfaces differ in error rate, naturalness of vocabulary, interruptability of prompts, and so on. Two services were tested: a college course registration service and a telephone disconnect service. Consumers preferred TouchTone in the first, but Automatic Speech Recognition in the second. Several of the studies examine explanations for the results based on methodology, differences among consumer groups, and user interface design style. The paper concludes with some speculations about why Automatic Speech Recognition is more compatible with some services than others.


Cite as: Fay, D. (1994) User acceptance of automatic speech recognition in telephone services. Proc. 3rd International Conference on Spoken Language Processing (ICSLP 1994), 1303-1306

@inproceedings{fay94_icslp,
  author={David Fay},
  title={{User acceptance of automatic speech recognition in telephone services}},
  year=1994,
  booktitle={Proc. 3rd International Conference on Spoken Language Processing (ICSLP 1994)},
  pages={1303--1306}
}