- Problem 1: Callers Don't Know When to Speak and What to Say
- Problem 2: Speech Recognition Errors Break the Dialog's Rhythm and Slow Down the Dialog Between the Caller and the Computer
- Problem 3: When Detected, Callers Cannot Easily Correct Misunderstandings
- Other Problems
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Problem 3: When Detected, Callers Cannot Easily Correct Misunderstandings
Callers cannot correct an incorrect value spoken earlier in the dialog. Form fill-in dialogs prompt callers for values for a sequence of fields, summarize the values in a final prompt, and follow with the following question: "Is that correct?" For example, after soliciting values for departure city, arrival city, and travel date, the values are summarized as follows:
"You want to travel from Boston to Chicago on July 15; is that correct?"
What happens if the caller says no? The summary has an invalid value, either because the caller spoke the wrong answer or the speech-recognition engine misunderstood what the caller said.
Accept verbal corrections. Listen for keywords to identify the corrected values. For example, the caller could say the following:
"No, from Austin."
Note that the caller frequently responds by speaking the same phrase as spoken by the system. In the example above, prepositions such as "from," "to," and "on" identify each value. Callers will speak these words frequently to indicate which words should be corrected.
Sometimes, the caller will repeat the entire summary and emphasize the corrected word and its preposition. For example, the caller could say the following:
"No, I want to travel from Austin to Chicago on July 15."
They emphasize the words "from Austin." By comparing the volume of words and their corresponding prepositions, it may be possible to guess which word is being corrected.
Escape. Provide callers with rescue navigational commands. Enable the caller to say "back up" or "go home" rather than force the caller to "reboot" by hanging up and redialing.