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implicit_vs._explicit_confirmation [2018/08/21 11:30] 127.0.0.1 external edit |
implicit_vs._explicit_confirmation [2019/08/08 12:01] (current) lisa.illgen_concentrix.com Added Anchor Links |
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| * The potential consequence of misrecognition is low -- but not low enough to skip confirmation completely | * The potential consequence of misrecognition is low -- but not low enough to skip confirmation completely | ||
| - | A common style of implicit confirmation is to feed key information forward into the next prompt (Balentine & Morgan, 2001), for example: | + | A common style of implicit confirmation is to feed key information forward into the next prompt ([[references#balentine2001|Balentine & Morgan, 2001]]), for example: |
| * //System: Checking or savings?// | * //System: Checking or savings?// | ||
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| When it's wrong, however, it isn't always clear to callers what they need to do to recover from the error. | When it's wrong, however, it isn't always clear to callers what they need to do to recover from the error. | ||
| - | Weegels (2000) found that 8 of 20 participants had trouble responding to implicit confirmation in which the system made an error (only about 60% were successful). In a similar study that had a similar outcome, Boyce (2008) presented a simulated error with implicit feedback to participants in a study and found that 63% of them responded with "No" or "No" followed by the corrected input; 15% made no attempt to correct the error. | + | [[references#weegels|Weegels]] (2000) found that 8 of 20 participants had trouble responding to implicit confirmation in which the system made an error (only about 60% were successful). In a similar study that had a similar outcome, [[references# boyce2008|Boyce]] (2008) presented a simulated error with implicit feedback to participants in a study and found that 63% of them responded with "No" or "No" followed by the corrected input; 15% made no attempt to correct the error. |
| That's why it's important to use implicit confirmation only when it has a high likelihood of being right. | That's why it's important to use implicit confirmation only when it has a high likelihood of being right. | ||
| - | To address this weakness, Boyce and Viets (2010) recommend including a quick instruction as part of the implicit confirmation prompting, especially if the system rates the caller response as having low confidence, for example: | + | To address this weakness, [[references#boyce2010|Boyce and Viets]] (2010) recommend including a quick instruction as part of the implicit confirmation prompting, especially if the system rates the caller response as having low confidence, for example: |
| * // System: Thank you for calling XYZ Bank. What would you like to do?// | * // System: Thank you for calling XYZ Bank. What would you like to do?// | ||
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| * Recognition confidence is low | * Recognition confidence is low | ||
| - | When scripting explicit confirmation, avoid making claims about what the caller said and focus instead on task goals (Balentine, 1999). For example, avoid, "Did you say you wanted to transfer $500 from savings to checking?" -- instead, use something like, "OK, you want to transfer $500 from savings to checking, right?" An even worse example is "I think you said transfer funds, right?" Instead of focusing on what the caller said, focus on the intent, "You'd like to transfer funds, right?" | + | When scripting explicit confirmation, avoid making claims about what the caller said and focus instead on task goals ([[references#balentine1999|Balentine, 1999]]). For example, avoid, "Did you say you wanted to transfer $500 from savings to checking?" -- instead, use something like, "OK, you want to transfer $500 from savings to checking, right?" An even worse example is "I think you said transfer funds, right?" Instead of focusing on what the caller said, focus on the intent, "You'd like to transfer funds, right?" |
| **// Advantages and disadvantages of explicit confirmation //**\\ | **// Advantages and disadvantages of explicit confirmation //**\\ | ||