The impact of voice characteristics on user response in an interactive voice response system

System voice within interactive voice response systems (IVRs) was investigated. Specifically, users were randomly assigned a system voice personality (upbeat, professional, and sympathetic) and voice gender (male and female) when completing a health survey over IVR. Disclosure rates were not affected by the type of voice heard, nor did they differ by user gender. Additionally, disclosure was higher on the IVR version of the health survey than on a web-based version, further recognizing the privacy offered by IVRs

How the agent’s gender influence users’ evaluation of a QA system

In this paper we present the results of a pilot study investigating the effects of agents’ gender-ambiguous vs. gender-marked look on the perceived interaction quality of a multimodal question answering system. Eight test subjects interacted with three system agents, each having a feminine, masculine or gender-ambiguous look. The subjects were told each agent was representing a differently configured system. In fact, they were interacting with the same system. In the end, the subjects filled in an evaluation questionnaire and participated in an in-depth qualitative interview. The results showed that the user evaluation seemed to be influenced by the agent’s gender look: the system represented by the feminine agent achieved on average the highest evaluation scores. On the other hand, the system represented by the gender-ambiguous agent was systematically lower rated. This outcome might be relevant for an appropriate agent look, especially since many designers tend to develop gender-ambiguous characters for interactive interfaces to match various users’ preferences. However, additional empirical evidence is needed in the future to confirm our findings

The behavioural impact of a visually represented virtual assistant in a selfservice checkout context

Our research investigated whether the presence of an interface agent - or virtual assistant (VA) - in a self-service checkout context has behavioural effects on the transaction process during particular tasks. While many participants claimed to have not noticed a VA within the self-service interface, behaviour was still affected, i.e. fewer people made errors with the VA present than in the voice-only and control conditions. The results are explained as reflective of an unconscious observation of non-verbal cues exhibited by the VA. The results are discussed in relation to possible behavioural outcomes of VA presence.</p

Collaborative video searching on a tabletop

Almost all system and application design for multimedia systems is based around a single user working in isolation to perform some task yet much of the work for which we use computers to help us, is based on working collaboratively with colleagues. Groupware systems do support user collaboration but typically this is supported through software and users still physically work independently. Tabletop systems, such as the DiamondTouch from MERL, are interface devices which support direct user collaboration on a tabletop. When a tabletop is used as the interface for a multimedia system, such as a video search system, then this kind of direct collaboration raises many questions for system design. In this paper we present a tabletop system for supporting a pair of users in a video search task and we evaluate the system not only in terms of search performance but also in terms of user–user interaction and how different user personalities within each pair of searchers impacts search performance and user interaction. Incorporating the user into the system evaluation as we have done here reveals several interesting results and has important ramifications for the design of a multimedia search system

Towards a tool for the subjective assessment of speech system interfaces (SASSI)

Applications of speech recognition are now widespread, but user-centred evaluation methods are necessary to ensure their success. Objective evaluation techniques are fairly well established, but previous subjective techniques have been unstructured and unproven. This paper reports on the first stage of the development of a questionnaire measure for the Subjective Assessment of Speech System Interfaces (SASSI). The aim of the research programme is to produce a valid, reliable and sensitive measure of users' subjective experiences with speech recognition systems. Such a technique could make an important contribution to theory and practice in the design and evaluation of speech recognition systems according to best human factors practice. A prototype questionnaire was designed, based on established measures for evaluating the usability of other kinds of user interface, and on a review of the research literature into speech system design. This consisted of 50 statements with which respondents rated their level of agreement. The questionnaire was given to users of four different speech applications, and Exploratory Factor Analysis of 214 completed questionnaires was conducted. This suggested the presence of six main factors in users' perceptions of speech systems: System Response Accuracy, Likeability, Cognitive Demand, Annoyance, Habitability and Speed. The six factors have face validity, and a reasonable level of statistical reliability. The findings form a userful theoretical and practical basis for the subjective evaluation of any speech recognition interface. However, further work is recommended, to establish the validity and sensitivity of the approach, before a final tool can be produced which warrants general use

Study to determine potential flight applications and human factors design guidelines for voice recognition and synthesis systems

A study was conducted to determine potential commercial aircraft flight deck applications and implementation guidelines for voice recognition and synthesis. At first, a survey of voice recognition and synthesis technology was undertaken to develop a working knowledge base. Then, numerous potential aircraft and simulator flight deck voice applications were identified and each proposed application was rated on a number of criteria in order to achieve an overall payoff rating. The potential voice recognition applications fell into five general categories: programming, interrogation, data entry, switch and mode selection, and continuous/time-critical action control. The ratings of the first three categories showed the most promise of being beneficial to flight deck operations. Possible applications of voice synthesis systems were categorized as automatic or pilot selectable and many were rated as being potentially beneficial. In addition, voice system implementation guidelines and pertinent performance criteria are proposed. Finally, the findings of this study are compared with those made in a recent NASA study of a 1995 transport concept

Final report on the evaluation of RRM/CRRM algorithms

Deliverable public del projecte EVERESTThis deliverable provides a definition and a complete evaluation of the RRM/CRRM algorithms selected in D11 and D15, and evolved and refined on an iterative process. The evaluation will be carried out by means of simulations using the simulators provided at D07, and D14.Preprin

The Army word recognition system

The application of speech recognition technology in the Army command and control area is presented. The problems associated with this program are described as well as as its relevance in terms of the man/machine interactions, voice inflexions, and the amount of training needed to interact with and utilize the automated system