A Study of Out-of-turn Interaction in Menu-based, IVR, Voicemail Systems

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 (in-turn 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)

Shared Input Multimodal Mobile Interfaces: Interaction Modality Effects on Menu Selection in Single-task and Dual-task Environments

ABSTRACT Audio and visual modalities are two common output channels in the user interfaces embedded in today's mobile devices. However, these user interfaces typically center on the visual modality as the primary output channel, with audio output serving a secondary role. This paper argues for an increased need for shared input multimodal user interfaces for mobile devices. A shared input multimodal interface can be operated independently using a specific output modality, leaving users to choose the preferred method of interaction in different scenarios. We evaluate the value of a shared input multimodal menu system in both a single-task desktop setting and in a dynamic dual-task setting, in which the user was required to interact with the shared input multimodal menu system while driving a simulated vehicle. Results indicate that users were faster at locating a target item in the menu when visual feedback was provided in the single-task desktop setting, but in the dual-task driving setting, visual output presented a significant source of visual distraction that interfered with driving performance. In contrast, auditory output mitigated some of the risk associated with menu selection while driving. A shared input multimodal interface allows users to take advantage of multiple feedback modalities properly, providing a better overall experience

Shared Input Multimodal Mobile Interfaces: Interaction Modality Effects on Menu Selection in Single-task and Dual-task Environments

ABSTRACT Audio and visual modalities are two common output channels in the user interfaces embedded in today's mobile devices. However, these user interfaces typically center on the visual modality as the primary output channel, with audio output serving a secondary role. This paper argues for an increased need for shared input multimodal user interfaces for mobile devices. A shared input multimodal interface can be operated independently using a specific output modality, leaving users to choose the preferred method of interaction in different scenarios. We evaluate the value of a shared input multimodal menu system in both a single-task desktop setting and in a dynamic dual-task setting, in which the user was required to interact with the shared input multimodal menu system while driving a simulated vehicle. Results indicate that users were faster at locating a target item in the menu when visual feedback was provided in the single-task desktop setting, but in the dual-task driving setting, visual output presented a significant source of visual distraction that interfered with driving performance. In contrast, auditory output mitigated some of the risk associated with menu selection while driving. A shared input multimodal interface allows users to take advantage of multiple feedback modalities properly, providing a better overall experience

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

Automatic interactive voice response (IVR) based telephone routing has long been recognized as a frustrating interaction experience. This paper presents a series of experiments examining the benefits of augmenting telephone voice menus with coordinated visual displays and keyword search. The first experiment qualitatively studied callers ’ experience of having a visual menu on a screen in synchronization with the telephone voice menu tree navigation. The second experiment quantitatively measured callers ’ performance in time and accuracy with and without visual display augmentation. The third experiment tested keyword search in comparison to visual browsing of telephone menu trees. Study participants uniformly and enthusiastically liked the visual augmentation of voice menus. On average with visual augmentation callers could navigate phone trees 36 % faster with 75 % fewer errors, and made choices ahead of the voice menu over 60 % of the time. Search vs. browsing had similar navigation performance but offered different and complementary user experiences. Overall our studies conclude that telephone voice menu navigation can be significantly improved with a visual channel augmentation, resulting in both business cost reduction and user experience satisfaction

Understanding and Enhancing Customer-Agent-Computer Interaction in Customer Service Settings

Providing good customer service is crucial to many commercial organizations. There are different means through which the service can be provided, such as Ecommerce, call centres or face-to-face. Although some service is provided through electronic or telephone-based interaction, it is common that the service is provided through human agents. In addition, many customer service interactions also involve a computer, for example, an information system where a travel agent finds suitable flights. This thesis seeks to understand the three channels of customer service interactions between the agent, customer and computer: Customer-Agent-Computer Interaction (CACI). A set of ethnographic studies were conducted at call centres to gain an initial understanding of CACI and to investigate the customer-computer channel. The findings revealed that CACI is more complicated than traditional CHI, because there is a second person, the customer, involved in the interaction. For example, the agent provides a lot of feedback about the computer to the customer, such as, “I am waiting for the computer” Laboratory experiments were conducted to investigate the customer-computer channel by adding non-verbal auditory feedback about the computer directly to the customers. The findings showed only a small insignificant difference in task completion time and subjective satisfaction. There were indications that there was an improvement in flow of communication. Experiments were conducted to investigate how the two humans interact over two different communication modes: face-to-face and telephone. Findings showed that there was a significantly shorter task completion time via telephone. There was also a difference in style of communication, with face-to-face having more single activities, such as, talking only, while in the telephone condition there were more dual activities, for instance talking while also searching. There was only a small difference in subjective satisfaction. To investigate if the findings from the laboratory experiment also held in a real situation and to identify potential improvement areas, a series of studies were conducted: observations and interviews at multiple travel agencies, one focus group and a proof of concept study at one travel agency. The findings confirmed the results from the laboratory experiments. A number of potential interface improvements were also identified, such as, a history mechanism and sharing part of the computer screen with the customer at the agent's discretion. The results from the work in this thesis suggest that telephone interaction, although containing fewer cues, is not necessarily an impoverished mode of communication. Telephone interaction is less time consuming and more task-focused. Further, adding non-verbal auditory feedback did not enhance the interaction. The findings also suggest that customer service CACI is inherently different in nature and that there are additional complications with traditional CHI issues