Interspeech'2005 - Eurospeech

Lisbon, Portugal
September 4-8, 2005

User's Experience of a Commercial Speech Dialogue System

Fang Chen, Yael Katzenellenbogen

Chalmers University of Technology, Sweden

Following up with the speech technology development, spoken dialogue systems are getting commercialized. Many public service companies, such as call centres, tourist information centres, travel agencies, etc., are applying spoken dialogue systems for customer communication. However, there are many usability problems with these spoken dialogue systems. A study of the usability and user's experience of a consumer Swedish spoken dialog system is reported here. Six users went through three different scenarios in a home environment during the tests. The analysis of the participant's conversation with the dialogue system, observations, interviews and questionnaire were used as the testing methods. The result shows that the system is working, since all the users concluded their tasks. However, there are a few usability problems were found. These problems are: the understanding between the user and the system, the system's flexibility, naturalness, and correctness, error handling and the user's control of the system, as well as the information overloading to user's memory. Concerning the user's experience, the study showed that the variables as elegance, emotion, encouragement, intelligence or personality were not present. These variables would affect users' attitude towards the system.

Full Paper

Bibliographic reference.  Chen, Fang / Katzenellenbogen, Yael (2005): "User's experience of a commercial speech dialogue system", In INTERSPEECH-2005, 2505-2508.