The benefits of augmenting telephone voice menu navigation with visual browsing and search

Yin, Min; Zhai, Shumin

doi:10.1145/1124772.1124821

Cited by 25 publications

(22 citation statements)

References 6 publications

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“…1. Using the interpretation given above, we first retain each sequence through the menus which involve the term in the utterance as a menu item and prune out all others (similar to [18]). While there are 40 sequences in total from the home state of PhoneMail to each terminal item (those without further sub-menus), only the following five contain a menu item named 'greeting' and, therefore, would remain following the utterance 'greeting' spoken from the home state of PhoneMail:…”

Section: What Does It Mean To Interact Out-of-turn?mentioning

confidence: 99%

“…Yin and Zhai [18] describe FonePal, a system which permits the user to search the decision tree of an IVRs like they would a hierarchical website. While the spirit of the search strings involved are out-of-turn (even though technically the system solicits the strings from the user through a search box), users enter the search strings using a textual modality which, unlike out-of-turn interaction, involves a context switch.…”

Section: Related Researchmentioning

confidence: 99%

“…Therefore, a different, but related, problem which has received attention is that of browsing and searching or managing/prioritizing the (terminal) voicemail messages themselves [10] as opposed to the access of them described here. For example, FonePal [18], out-of-turn interaction, and Skip and Scan [8] focus on customizing access (structure) to terminal objects, while Jotmail [15], ScanMail [16], and TalkBack [5] focus on searching/manipulating the terminal objects (content). Specifically, here we focus on non-serial interaction with a menu [9] rather than non-serial interaction with a terminal object itself.…”

Section: Related Researchmentioning

confidence: 99%

“…Rather, it affords different, but complementary, interaction to enumerative [8], visual [15], multimodal [18], or content-based [5] approaches. Out-of-turn interaction is a simple, optional, uni-device, uni-modality, transformation-based approach which does not involve any augmentation of the original phone tree, subsumes traditional interaction, and is applicable from day-one.…”

Section: Related Researchmentioning

confidence: 99%

See 3 more Smart Citations

A study of out-of-turn interaction in menu-based, IVR, voicemail systems

Perugini

Anderson

Moroney

2007

Proceedings of the SIGCHI Conference on Human Factors in Computing Systems

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We present the first user study of out-of-turn interaction in menu-based, interactive voice-response systems. Out-ofturn interaction is a technique which empowers the user (unable to respond to the current prompt) to take the conversational initiative by supplying information that is currently unsolicited, but expected later in the dialog. The technique permits the user to circumvent any flows of navigation hardwired into the design and navigate the menus in a manner which reflects their model of the task. We conducted a laboratory experiment to measure the effect of the use of outof-turn interaction on user performance and preference in a menu-based, voice interface to voicemail. Specifically, we compared two interfaces with the exact same hierarchical menu design: one with the capability of accepting out-ofturn utterances and one without this feature. The results indicate that out-of-turn interaction significantly reduces task completion time, improves usability, and is preferred to the baseline. This research studies an unexplored dimension of the design space for automated telephone services, namely the nature of user-addressable input (utterance) supplied (inturn vs. out-of-turn), in contrast to more traditional dimensions such as input modality (touch-tone vs. text vs. voice) and style of interaction (menu-based vs. natural language).

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Section: What Does It Mean To Interact Out-of-turn?mentioning

confidence: 99%

Section: Related Researchmentioning

confidence: 99%

Section: Related Researchmentioning

confidence: 99%

Section: Related Researchmentioning

confidence: 99%

See 2 more Smart Citations

A study of out-of-turn interaction in menu-based, IVR, voicemail systems

Perugini

Anderson

Moroney

2007

Proceedings of the SIGCHI Conference on Human Factors in Computing Systems

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“…As a result, most intermediate users listen to the whole list of options repetitively rather than taking the risk of hitting the wrong key. Thus transition to expert performance in IVR systems is difficult, leading to usability problems, which are often referred to as "touchtone hell" (e.g., Yin and Zhai, 2006).…”

Section: Introductionmentioning

confidence: 99%

Using Glyphs to Facilitate Transition From Hierarchical Selection to Gesturing

Zhao

Chignell

2007

IFAC Proceedings Volumes

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The successive strokes made in multi-stroke marking menus form gestures. This paper reports on an experimental study that examines how the use of glyphs affects performance in marking menu selection. Glyph familiarity is manipulated by comparing Chinese style and Mark style glyphs across Chinese and non-Chinese users. Performance benefits are found for familiar and memorable glyphs. The results are discussed in terms of their implications for the design of marking menus and associated gestures and for the role of glyphs in facilitating the transition from novice to expert performance in menu selection.

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