Fourth European Conference on Speech Communication and Technology

Madrid, Spain
September 18-21, 1995

The Money Talks Interactive Speech Technology Assessment: A Report from the Field

Stephen Springer, Sara Basson, Ashok Kalyanswamy, Edward Man, Dina Yashchin

Speech Recognition and Language Understanding Services Laboratory, NYNEX Science & Technology, Inc., White Plains, NY, USA

In order to understand how speech technologies may best be configured to provide value to customers in the field, NYNEX Science & Technology conducted a "Wizard-of-Oz" field trial in which unsolicited callers to an existing financial information system were presented with a spectrum of speech-driven interfaces. Statistics were gathered to assess the success of each interface, and compared against an existing Touch-Tone-interface. Overall, 85.5% of callers who engaged the speech systems at all successfully completed at least one service. Adding word-spotting capability increased service completion by approximately 3% over systems without it. Allowing callers to barge-in was identified as a strong requirement. Information on optimum wording of prompts was also measured. However, a speech interface did not provide a clear advantage over Touch-Tone in this application, and simpler keyword technology appeared preferable to natural language systems. The results are significant for any field deployment of ASR, particularly where the goal is to replace an existing Touch-Tone interface.

Full Paper

Bibliographic reference.  Springer, Stephen / Basson, Sara / Kalyanswamy, Ashok / Man, Edward / Yashchin, Dina (1995): "The money talks interactive speech technology assessment: a report from the field", In EUROSPEECH-1995, 1939-1942.