ABSTRACT
IVR (interactive voice response) menu navigation has long been recognized as a frustrating interaction experience. We propose an IM-based system that sends a coordinated visual IVR menu to the caller's computer screen. The visual menu is updated in real time in response to the caller's actions. With this automatically opened supplementary channel, callers can take advantages of different modalities over different devices and interact with the IVR system with the ease of graphical menu selection. Our approach of utilizing existing network infrastructure to pinpoint the caller's virtual location and coordinating multiple devices and multiple channels based on users' ID registration can also be more generally applied to create integrated user experiences across a group of devices.
- Kreitzer, S.S. Voice Augmented Menu Automated Telephone Response System. IBM Technical Disclosure Bulletin, 38 (2). 1995, 57--62.Google Scholar
- Marics, M.A. and Engelbeck, G. Designing voice menu applications for telephones. in Handbook of Human-Computer Interaction, Elsevier, 1997, 1085--1102.Google Scholar
- Nardi, B., Whittaker, S. and Bradner, E., Interaction and outeraction: Instant Messaging in action. Proc. CSCW 2000, ACM, 79--88. Google ScholarDigital Library
- Paap, K.R. and Cooke, N.J. Designing menus. in Handbook of Human-Computer Interaction, Elsevier, 1997, 533--572.Google Scholar
- Resnick , P. and Virzi, R.A., Skip and scan: cleaning up telephone interface. Proc. CHI 1992, ACM, 419--426. Google ScholarDigital Library
- Suhm, B., Freeman, B. and Getty, D., Curing the menu blues in touch-tone voice interfaces. Proc. CHI 2001, 132--133. Google ScholarDigital Library
Index Terms
- Dial and see: tackling the voice menu navigation problem with cross-device user experience integration
Recommendations
The benefits of augmenting telephone voice menu navigation with visual browsing and search
CHI '06: Proceedings of the SIGCHI Conference on Human Factors in Computing SystemsAutomatic interactive voice response (IVR) based telephone routing has long been recognized as a frustrating interaction experience. This paper presents a series of experiments examining the benefits of augmenting telephone voice menus with coordinated ...
Exploring adverse effects of adaptive voice menu
CHI EA '13: CHI '13 Extended Abstracts on Human Factors in Computing SystemsMenus are one of the effective user interfaces which is used for navigation in many systems like desktop applications, voice system, etc. Placement of each menu item in the menu tree is known as menu configuration. Deciding optimal configuration in a ...
Handheld usability: design, prototyping, & usability testing for mobile phones
MobileHCI '05: Proceedings of the 7th international conference on Human computer interaction with mobile devices & servicesThis tutorial presents handheld device UI design, prototyping, and usability strategies. Handheld devices include pagers, PDAs, and mobile telephone handsets. Hardware UI, operating environments, and wireless networking will be presented. Information ...
Comments