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The Telephony User Interface |
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1 | (30) |
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A Style Guide for User Interfaces |
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2 | (8) |
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3 | (4) |
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Style Guide Versus Standards |
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7 | (2) |
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9 | (1) |
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Basic Speech Interface Concepts |
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10 | (7) |
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Unique Characteristics of Speech |
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10 | (2) |
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12 | (3) |
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15 | (1) |
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15 | (2) |
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17 | (9) |
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17 | (6) |
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Speech Recognition Errors |
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23 | (1) |
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24 | (2) |
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How This Book Is Organized |
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26 | (5) |
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26 | (1) |
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27 | (4) |
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31 | (38) |
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Physical Properties of Machine Speech |
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31 | (8) |
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31 | (1) |
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Sound Quality of Spoken Output |
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32 | (4) |
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Synthesized Versus Digitized Spoken Output |
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36 | (1) |
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Minimum and Maximum Timing Values |
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37 | (1) |
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Proportions of Speech and Silence |
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38 | (1) |
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Rhythm and Rate of Speech |
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38 | (1) |
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Properties of Spoken Output |
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39 | (3) |
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39 | (1) |
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Voice, Person, Tense, and Mood |
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39 | (2) |
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41 | (1) |
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42 | (9) |
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43 | (1) |
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Yes/No Interrogative Prompts |
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44 | (2) |
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Other Interrogative Prompts |
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46 | (1) |
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Implied Interrogative Prompts |
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47 | (1) |
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48 | (1) |
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Verbatim Prompts and Data Prompts |
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49 | (2) |
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51 | (3) |
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51 | (2) |
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Relationship Between Feedback and Prompts |
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53 | (1) |
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54 | (4) |
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54 | (2) |
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Grammatical Forms for Instructions |
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56 | (2) |
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58 | (1) |
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58 | (4) |
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59 | (2) |
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61 | (1) |
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62 | (1) |
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62 | (7) |
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62 | (2) |
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Timing and Inflection of Digit Strings |
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64 | (5) |
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69 | (26) |
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The Recognizer's Impact on Vocabulary Selection |
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70 | (20) |
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Analyzing the Recognizer's Behavior |
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71 | (5) |
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Strategies to Improve Recognition |
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76 | (8) |
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84 | (6) |
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Consistency in Vocabulary Selection |
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90 | (5) |
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90 | (1) |
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Parallel Structure and Consistency |
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91 | (4) |
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95 | (30) |
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96 | (12) |
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What Is Echo Cancellation? |
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96 | (1) |
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Basic Problems with Echo Cancellation |
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97 | (2) |
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User Interface Issues with Barge-In |
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99 | (5) |
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Three Approaches to Stopping Prompts |
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104 | (4) |
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Choosing a Turn-Taking Protocol |
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108 | (5) |
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Full Duplex or Half Duplex? |
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108 | (1) |
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Creating Speaking Opportunities |
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109 | (4) |
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Implementing Full-Duplex Designs |
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113 | (5) |
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Timing and Implementation of Barge-In |
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113 | (1) |
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Techniques for Stabilizing Barge-In |
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114 | (2) |
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Suppressing Barge-In for Legal Reasons |
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116 | (2) |
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Implementing Half-Duplex Designs |
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118 | (7) |
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118 | (2) |
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Recovering Spoke-Too-Soon Errors |
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120 | (5) |
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125 | (16) |
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125 | (5) |
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Classes and Functions of Tones |
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125 | (3) |
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Attributes of Non-Speech Audio |
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128 | (2) |
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130 | (3) |
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131 | (1) |
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132 | (1) |
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133 | (2) |
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133 | (1) |
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134 | (1) |
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134 | (1) |
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Feedback/Confirmation Tones |
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135 | (3) |
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Why Use Post-Recognition Tones? |
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135 | (2) |
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137 | (1) |
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138 | (3) |
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138 | (1) |
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Help, Waiting, and Other Modes |
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139 | (2) |
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141 | (38) |
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142 | (6) |
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Command and Control Dialogues |
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145 | (1) |
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146 | (1) |
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147 | (1) |
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148 | (16) |
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149 | (8) |
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Number of Selections per Menu |
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157 | (1) |
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157 | (3) |
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Two-Way Branching and Quasi-Menus |
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160 | (1) |
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161 | (3) |
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164 | (10) |
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164 | (2) |
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166 | (2) |
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168 | (2) |
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Stabilizing Dialogues with Yes/No |
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170 | (4) |
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Reusable Speech Behaviors |
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174 | (5) |
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Designing Speech Behaviors |
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175 | (4) |
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Mixed Modalities: Speech and DTMF |
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179 | (16) |
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Switching Between Speech and DTMF |
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179 | (7) |
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Coupling the Two Modalities |
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180 | (3) |
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183 | (3) |
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186 | (9) |
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The ``Press or Say'' Construct |
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186 | (1) |
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Prompt and Feedback Interruption |
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187 | (2) |
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Navigation Through n-Best |
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189 | (2) |
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191 | (4) |
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Natural Language Interfaces |
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195 | (22) |
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What Is Natural Language? |
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195 | (4) |
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Different Viewpoints on Natural Language |
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196 | (2) |
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198 | (1) |
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Reaching Terminals in the Hierarchy |
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199 | (5) |
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199 | (2) |
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Natural Language Speech Recognition |
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201 | (3) |
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204 | (8) |
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204 | (4) |
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208 | (4) |
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NL Error Prevention and Recovery |
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212 | (5) |
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212 | (2) |
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Yes/No and Ambiguity Recovery |
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214 | (1) |
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New User and Transition Tutoring |
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215 | (2) |
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217 | (24) |
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Issues with Personification |
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217 | (6) |
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218 | (1) |
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218 | (1) |
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The Pros and Cons of Personification |
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219 | (1) |
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Personification and Consistency |
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219 | (1) |
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Social and Professional Issues |
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220 | (3) |
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Choosing Personality Traits |
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223 | (7) |
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Personae, Names, and Gatekeepers |
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223 | (3) |
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Machine/User Relationship |
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226 | (4) |
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Interaction Styles (HANC Examples) |
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230 | (11) |
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Initiative and User Knowledge |
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231 | (6) |
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237 | (4) |
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Error Recovery and Prevention |
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241 | (22) |
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Detecting and Handling Errors |
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241 | (7) |
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Distinguishing Error Types |
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242 | (4) |
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Giving Up and Disconnecting |
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246 | (1) |
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Avoiding Repeated Mistakes |
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247 | (1) |
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User Initiated Error Recovery |
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248 | (4) |
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248 | (2) |
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Approaches for Half-Duplex Systems |
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250 | (2) |
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Machine Initiated Corroboration or Recovery |
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252 | (8) |
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252 | (1) |
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253 | (6) |
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259 | (1) |
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260 | (3) |
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Expecting, Preventing, and Detecting Rejections |
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260 | (3) |
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Testing, Logging, and Reporting |
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263 | (14) |
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263 | (6) |
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Designing Usability Tests |
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264 | (4) |
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Post-Test Interviews and Questionnaires |
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268 | (1) |
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269 | (5) |
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269 | (3) |
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272 | (1) |
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273 | (1) |
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274 | (3) |
| APPENDIX A NL HARDWARE PROVISIONING |
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277 | (8) |
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277 | (1) |
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Computing the Required Number of Licenses |
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278 | (3) |
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281 | (2) |
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283 | (1) |
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The Consequences of Insufficient Provisioning |
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284 | (1) |
| Bibliography |
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285 | (6) |
| Other Standards |
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291 | (2) |
| Glossary |
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293 | (20) |
| Index |
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313 | |
