7th International Conference on Spoken Language Processing

September 16-20, 2002
Denver, Colorado, USA

Design of System-Initiated Digressive Proposals for Automated Banking Dialogues

Jenny Wilkie (1), Mervyn A. Jack (1), Peter Littlewood (2)

(1) University of Edinburgh, U.K.; (2) Lloyds TSB Group, U.K.

System-initiated proposals may be used to introduce new and unsolicited information into the dialogue flow of an automated telephone service in order to advise callers about products in which they may be interested such as short-term loans or overdrafts. Important dialogue design issues surrounding the introduction of such digressive proposals include how to interrupt the callers and where in the dialogue flow it is most suitable to locate a proposal. This paper describes the results from two experiments using a spoken natural language telephone banking application where two delivery strategies and three contrasting locations were investigated. Results showed that the delivery strategy had a stronger effect than the location.

Full Paper

Bibliographic reference.  Wilkie, Jenny / Jack, Mervyn A. / Littlewood, Peter (2002): "Design of system-initiated digressive proposals for automated banking dialogues", In ICSLP-2002, 1493-1496.