Third International Conference on Spoken Language Processing (ICSLP 94)

Yokohama, Japan
September 18-22, 1994

User Acceptance of Automatic Speech Recognition in Telephone Services

David Fay

GTE Laboratories Incorporated, Waltham, MA, USA

This paper describes five experiments that compare consumer preferences for two types of user interface to interactive telephone services: TouchTone and Automatic Speech Recognition. The experiments measure consumers' subjective preferences after they interact with different versions of automated telephone services implemented using the Wizard-of-Oz technique. Versions of the interfaces differ in error rate, naturalness of vocabulary, interruptability of prompts, and so on. Two services were tested: a college course registration service and a telephone disconnect service. Consumers preferred TouchTone in the first, but Automatic Speech Recognition in the second. Several of the studies examine explanations for the results based on methodology, differences among consumer groups, and user interface design style. The paper concludes with some speculations about why Automatic Speech Recognition is more compatible with some services than others.

Full Paper

Bibliographic reference.  Fay, David (1994): "User acceptance of automatic speech recognition in telephone services", In ICSLP-1994, 1303-1306.