|
Objection |
Recommendation |
1 |
Others
overhear private information spoken into a telephone. |
Call
from a private place. ·
Enable
callers to use touch-tone for input.
|
2 |
The
caller is annoyed when speech recognition system fails to understand
the caller. |
Revise
dialog and grammar to encourage the user to say words that are
more easily recognized.
Revise
the dialog to limit the number of possible choices to each prompt.
Write
error-handlers to handle misrecognitions.
|
3 |
Limited
short-term memory causes caller to forget menu options. |
Make
a shorter list of menu options.
Make
the options easy to remember by using voice formatting.
Enable
the user to request "repeat" of option presentation.
|
4 |
Long
menu lists confuse people. |
Use short menu lists |
5 |
Dislike
of computers. |
Example
of success will decrease caller dislike.
Automated
systems avoid long periods of placed on hold.
|
6 |
Caller
wants a choice not listed in an option. |
The
caller may ask for help to clarify the meaning of options.
The
caller should always be able to transfer to a human operator.
|
7 |
Caller
is forced to listen to long prompts. |
Make
prompts as short as possible.
Enable
callers to barge-in.
|
8 |
User
gets "lost in space". |
Improve
the menu structure and dialogs.
Add
"go back" to redo an option.
Give
shortcut options for advanced users.
|
9 |
A
caller likes to lead the conversation. |
Develop mixed initiative dialog. |
10 |
Some
callers naturally speak in a complicated/sophisticated manner. |
Improve grammars. |
11 |
System
can not understand users with strong accents. |
Encourage
callers with accents to train the ASR.
Enable
caller to use touchtone.
|
12 |
User
assumes that system uses touchtone input rather than speech input. |
Give clear instructions about speaking at the beginning of an application. |
13 |
Non-native
English speakers feel that the synthesized voice speaks too rapidly. |
Include an option that enables callers to alter the synthesized
voice speed. |
14 |
User
feels the system is too structured and structured. |
Develop a mixed-initiative dialog integrated with the system-directed
dialog. |
15 |
The
caller is hard of hearing. |
Provide option to adjust the dialog. (Short Exercise: design dialog
to adjust volume) |
16 |
User
gets tired of holding the phone. |
Get headset |