8th European Conference on Speech Communication and Technology

Geneva, Switzerland
September 1-4, 2003


Quantifying the Impact of System Characteristics on Perceived Quality Dimensions of a Spoken Dialogue Service

Sebastian Moller, Janto Skowronek

Ruhr-University Bochum, Germany

Developers of telephone services which are relying on spoken dialogue systems would like to identify system characteristics influencing the quality perceived by the user, and to quantify the respective impact before the system is put into service. A laboratory experiment is described in which speech input, speech output, and confirmation characteristics of a restaurant information system were manipulated in a controlled way. Users' quality perceptions were collected by means of a specifically designed questionnaire. It is based on a recently developed taxonomy of quality aspects, and aims at capturing a multitude of perceptually relevant quality dimensions. Experimental results indicate that ASR performance affects a number of interaction parameters, and is a relatively well identifiable quality impact for the user. In contrast, speech output affects perceived quality on a number of different levels, up to global user satisfaction judgments. Potential reasons for these findings are discussed.

Full Paper

Bibliographic reference.  Moller, Sebastian / Skowronek, Janto (2003): "Quantifying the impact of system characteristics on perceived quality dimensions of a spoken dialogue service", In EUROSPEECH-2003, 1953-1956.