5th International Conference on Spoken Language Processing

Sydney, Australia
November 30 - December 4, 1998

From Novice to Expert: The Effect of Tutorials on User Expertise with Spoken Dialogue Systems

Candace A. Kamm, Diane J. Litman, Marilyn A. Walker

AT&T Labs - Research, USA

One challenge for current spoken dialogue systems is how to make the limitations of the system (vocabulary, grammar, and application domain) apparent to users. This study explored the use of a 4-minute tutorial session to acquaint novice users with features of a spoken dialogue system for accessing email. On three scenario-based tasks, novice users who had the tutorial had task completion times and user satisfaction ratings that were comparable to those of expert users. Novices who did not experience the tutorial had significantly longer task completion times on the initial task, but similar completion times to the tutorial group on the final task. User satisfaction ratings of the no-tutorial group were consistently lower than the ratings of the other two groups. Evaluation using the PARADISE framework indicated that perceived task completion, mean recognition score, and number of help requests were significant predictors of user satisfaction with the system.

Full Paper

Bibliographic reference.  Kamm, Candace A. / Litman, Diane J. / Walker, Marilyn A. (1998): "From novice to expert: the effect of tutorials on user expertise with spoken dialogue systems", In ICSLP-1998, paper 0883.