Telephone Voice Interfaces on the Cheap

Traditional interactive voice response applications are based on well-known menu-like structured dialogues using DTMF. This navigation technique is application-dependent and has limitations. It cannot be improved by simply switching from DTMF to voice input. Rather, we propose an applicationindependent navigation method called Zap & Zoom in combination with voice and key input. Users can Zap over a list of items (subjects) and Zoom into items of interest (content of subject). A set of application-independent commands was defined for this type of navigation and trained for voice input in three languages. Design recommendations have been set up to employ the Zap & Zoom navigation in telephone information systems and to achieve an open, easy-to-use and consistent voice interface. Two different information services based on the Zap & Zoom navigation were built.

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