8th European Conference on Speech Communication and Technology

Geneva, Switzerland
September 1-4, 2003


Preference, Perception, and Task Completion of Open, Menu-Based, and Directed Prompts for Call Routing: A Case Study

Jason D. Williams, Andrew T. Shaw, Lawrence Piano, Michael Abt

Edify Corporation, USA

Usability subjects' success with and preference among Open, Menu-based and Directed Strategy dialogs for a call routing application in the consumer retail industry are assessed. Each subject experienced two strategies and was asked for a preference. Task completion was assessed, and subjective feedback was taken through Likert-scale questions. Preference and task completion scores were highest for one of the Directed strategies; another directed strategy was least preferred and the open strategy had the lowest task completion score.

Full Paper

Bibliographic reference.  Williams, Jason D. / Shaw, Andrew T. / Piano, Lawrence / Abt, Michael (2003): "Preference, perception, and task completion of open, menu-based, and directed prompts for call routing: a case study", In EUROSPEECH-2003, 2209-2212.