|
|
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 |
