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| Tekijä: | Schumaher, R. |
| Otsikko: | Increasing the usability of interactive voice response systems: research and guidelines for phone-based interfaces |
| Lehti: | Human Factors
1995 : JUN, VOL. 37:2, p. 251-264 |
| Asiasana: | RESEARCH QUALITY DESIGN MANAGEMENT |
| Kieli: | eng |
| Tiivistelmä: | Thousands of applications - from airline reservations to zoo schedules - use phonebased interfaces to provide information to callers and to request input. The dramatic increase in the number of these applications has led to wide variability in the quality of the interface design. Most users have no choice but to grudgingly accept these systems; experience with poorly designed phone-based interfaces has led to widespread dissatisfaction. In this paper the authors provide guidelines for construction of phone-based interfaces to interactive voice response systems. |
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