User Interface Design for Natural Language Systems: From Research to Reality
Since the original version of this chapter was published in 1999, there has been quite a lot of industry attention paid to the use of natural language technology in call center environments. Many natural language applications have been deployed (and some retired) and research on how best to design the user interfaces has continued. This chapter summarizes the original research from the 1999 book chapter “Spoken Natural Language Dialogue Systems: User Interface Issues for the Future”, adding relevant updates from the literature. In addition, this chapter proposes some “lessons learned” gleaned during the last six years as the technology evolved from research-based lab prototypes to large-scale call center deployments.
KeywordsSound Effect Dialogue System Area Code Digit String Money Market Account
Unable to display preview. Download preview PDF.
- Clark, H. H., & Clark, E. V. (1977). Psychology and language. New York: Harcourt Brace Jovanovich.Google Scholar
- Day, M. C., & Boyce, S. J. (1993). Human factors in human-computer system design. In M. Yovitz (Ed.), Advances in Computers (pp. 333-430). San Diego: Academic Press.Google Scholar
- Falzon, P. (1990). Human-computer interaction: Lessons from human-human communication. In P. Falzon (Ed.), Cognitive ergonomics: Understanding, learning and designing human-computer interaction (pp. 51-66). London: Academic Press.Google Scholar
- Gorin, A. L., Parker, B. A., Sachs, R. M., & Wilpon, J. G. (1996). “How may I help you?” Proceedings of the IVTTA.Google Scholar
- Richards, M. A., & Underwood K. (1984). Talking to machines: How are People naturally inclined to speak? Contemporary Ergonomics 1984: Proceedings of the Ergonomics Society’s Conference 2-5 (pp. 62-67). Taylor & Francis. Google Scholar
- Shneiderman, B. (1992). Designing the user interface (2nd ed.). Reading MA: Addison Wesley.Google Scholar
- Suhm, B. (2004, November/December). Lessons learned from deploying natural language call routing. Speech Technology, pp. 10-12.Google Scholar