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Can machines call people?: user experience while answering telephone calls initiated by machine

Published: 04 April 2009 Publication History

Abstract

Current state-of-the-art spoken dialog systems are aimed at handling telephone calls to automate incoming caller requests. In this paper we explore a scenario which is symmetric to a traditional human-initiated interaction. We report on an initial qualitative study focusing on the opposite type of interaction, i.e. when automated agents place telephone calls to recipients that request interactive dialog from the recipients. The study consisted of 16 telephone calls to participants placed by a simulated agent, followed by debriefing interviews with the participants. The data gained in the study were analyzed to identify factors that influence the acceptance of such calls.

References

[1]
Cohen, M. H., Giangola, J. P., Balogh, J. Voice User Interface Design. Addison-Wesley, 2004.
[2]
Hempel, T. (ed.) Usability of Speech Dialog Systems. Listening to the Target Audience. Springer-Verlag Berlin Heidelberg, 2008.
[3]
Klemmer, S. R., Sinha, A. K., Chen, J., Landay, J. A., Aboobaker, N., and Wang, A. 2000. Suede: A Wizard of Oz Prototyping Tool for Speech User Interfaces. In Proc. of the 13th Annual ACM Symposium on User interface Software and Technology (San Diego, CA, Nov 06--08, 2000). UIST '00. ACM, New York, NY, 1--10, DOI http://doi.acm.org/10.1145/354401.354406
[4]
Kolan, P., Dantu, R. Socio-Technical Defense against Voice Spamming. ACM Trans. Autonom. Adapt. Syst. 2, 1, Article 2 (March 2007), 44 pages, DOI 10.1145/1216895.1216897.
[5]
Nass, C., Brave, S. Wired for Speech -- How Voice Activates and Advances the Human-Computer Relationship. The MIT Press, 2005.

Cited By

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  • (2021)“Please Connect Me to a Specialist”: Scrutinising ‘Recipient Design’ in Interaction with an Artificial Conversational AgentHuman-Computer Interaction – INTERACT 202110.1007/978-3-030-85610-6_10(155-176)Online publication date: 30-Aug-2021

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cover image ACM Conferences
CHI EA '09: CHI '09 Extended Abstracts on Human Factors in Computing Systems
April 2009
2470 pages
ISBN:9781605582474
DOI:10.1145/1520340
Permission to make digital or hard copies of part or all of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for third-party components of this work must be honored. For all other uses, contact the Owner/Author.

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Association for Computing Machinery

New York, NY, United States

Publication History

Published: 04 April 2009

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Author Tags

  1. acceptance
  2. agent-initiated telephone calls
  3. autonomous call agents
  4. qualitative study
  5. speech modality
  6. telephone services
  7. wizard of oz

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CHI '09
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CHI EA '09 Paper Acceptance Rate 385 of 1,130 submissions, 34%;
Overall Acceptance Rate 6,164 of 23,696 submissions, 26%

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View all
  • (2021)“Please Connect Me to a Specialist”: Scrutinising ‘Recipient Design’ in Interaction with an Artificial Conversational AgentHuman-Computer Interaction – INTERACT 202110.1007/978-3-030-85610-6_10(155-176)Online publication date: 30-Aug-2021

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