THE DESIGN AND EVALUATION OF DIALOGUES FOR INTERACTIVE VOICE RESPONSE SERVICES

摘要

Good dialogue design is an essential component in the delivery of new interactive telephone services. It wins a competitive edge by improving the usability of services and reducing the risks of customer dissatisfaction. This paper outlines the steps taken to obtain consistent and effective dialogues across the company through the usr of the Dialogues Style Guide, dialogue engineering courses and focus groups. Aspects of dialogue design will be illustrated with examples, trials and services developed within BT. Important results from dialogue studies under BT's Strategic University Research Initiative at the Centre for Communication Interface Research (CCIR)at the University of Edinburgh are reported, together with a description of current activities. The achievements of the industry-funded Dialogues 2000 initiative is outlined in its pursuit of dialogue consistency. Currently this organisation has a membership of over 217 companies involved with interactive voice response systems.