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© Springer Science+Business Media, LLC 2008 (2006)
BibTeX
@MISC{Irani06©springer,
author = {Pourang Irani and Peer Shajahan and Christel Kemke and P. Irani and P. Shajahan and C. Kemke},
title = {© Springer Science+Business Media, LLC 2008},
year = {2006}
}
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Abstract
or touch-tone telephony interfaces, are nowadays a common medium of interaction between organizations or companies and their customers, allowing users to access or enter specific company-based information. These telephony interfaces typically involve the use of hierarchically structured voice menus, through which a user has to navigate in order to locate a specific de-sired menu item. This navigation process is often in-efficient and time-consuming, leaving users at times frustrated and annoyed. In this paper, we describe the foundation of VoiceMarks, a system designed to im-prove the ease and efficiency of navigation in menu-based voice interfaces. The system features personal-ized menus through the use of voicemarks, in a process similar to bookmarking, but adapted to voice inter-faces. VoiceMarks are essentially bookmarked nodes in the voice menu hierarchy, which are stored for the respective user in a directly accessible, personal menu. We developed and tested VoiceMarks interfaces for two applications: a bus schedule information system and a cinema ticket purchase system. A comparative study of VoiceMarks and traditional interfaces of these applications showed that VoiceMarks can significantly improve the interaction between users and systems, in terms of time and number of keystrokes needed to lo-
Keyphrases
springer science business medium personal menu common medium traditional interface voicemarks interface respective user cinema ticket purchase system navigation process touch-tone telephony interface structured voice menu specific de-sired menu item menu-based voice interface enter specific company-based information bus schedule information system voice menu hierarchy telephony interface comparative study personal-ized menu
