Evaluating commercial touch-tone and speech-enabled telephone voice user interfaces using a single measure
Bernhard Suhm, Pat Peterson · 2001
This paper describes a method to quantify both cost-effectiveness and (objective) usability of telephone voice user interfaces in a single measure, based on end-to-end recordings of thousands of calls. This method is a valuable tool for usability engineering of commercially deployed, touch-tone and speech-enabled telephone voice user interfaces.