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name [2018/06/19 19:06] miket_forty7ronin.com Created and formatted |
name [2019/08/08 12:19] (current) lisa.illgen_concentrix.com Added Anchor Links |
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| ==== Name ==== | ==== Name ==== | ||
| - | One of the most difficult pieces of information to capture in an IVR is a person's name. The problem of recognizing spoken names is similar to the problem of accurately producing spoken names (see [[TTS]]). "The first [problem] is the large set of names involved in many applications, ranging from a few thousand names to over a million in some cases. The second is the lack of standardized pronunciations for many names; each can have multiple valid pronunciations, which further increases the difficulty of the recognition task" (Davidson, McInnes, & Jack, 2004, p. 56). | + | One of the most difficult pieces of information to capture in an IVR is a person's name. The problem of recognizing spoken names is similar to the problem of accurately producing spoken names (see [[TTS]]). "The first [problem] is the large set of names involved in many applications, ranging from a few thousand names to over a million in some cases. The second is the lack of standardized pronunciations for many names; each can have multiple valid pronunciations, which further increases the difficulty of the recognition task" ([[references#davidson|Davidson, McInnes, & Jack, 2004]], p. 56). |
| **// When collecting a caller's name, use Speak and Spell //**\\ | **// When collecting a caller's name, use Speak and Spell //**\\ | ||
| - | Davidson et al. (2004) had 95 people participate in an experiment in which they booked flights for themselves and a hypothetical friend. The name grammar included 11,926 British surnames -- all names spoken in the experiment were in grammar. The primary experimental variable was the method for collecting the name, with three conditions -- Speak Only ("Please say your surname."); One Stage Speak and Spell ("Please say then spell your surname."); and Two Stage Speak and Spell ("Please say your surname," then, after collecting the spoken surname, "How do you spell that?"). The grammar allowed callers to use "double" (as in "double-B") and in the one-step condition to use linking words such as "spelled" or "that's" ("Smith spelled S M I T H"). The table below shows their results for mean attitude rating, percentage successful task completions, and percentage preferring the method (for all variables, higher scores are better). | + | [[references#davidson|Davidson et al.]] (2004) had 95 people participate in an experiment in which they booked flights for themselves and a hypothetical friend. The name grammar included 11,926 British surnames -- all names spoken in the experiment were in grammar. The primary experimental variable was the method for collecting the name, with three conditions -- Speak Only ("Please say your surname."); One Stage Speak and Spell ("Please say then spell your surname."); and Two Stage Speak and Spell ("Please say your surname," then, after collecting the spoken surname, "How do you spell that?"). The grammar allowed callers to use "double" (as in "double-B") and in the one-step condition to use linking words such as "spelled" or "that's" ("Smith spelled S M I T H"). The table below shows their results for mean attitude rating, percentage successful task completions, and percentage preferring the method (for all variables, higher scores are better). |
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| **// Collect first and last names in separate dialog steps //**\\ | **// Collect first and last names in separate dialog steps //**\\ | ||
| - | In a usability evaluation reported by Damper and Gladstone (2007), callers found it difficult to spell their first and last names in the same step ("William W I L L I A M Jones J O N E S"), so it is probably wise to collect first and last names in separate dialog steps. | + | In a usability evaluation reported by [[references#damperg2007|Damper and Gladstone]] (2007), callers found it difficult to spell their first and last names in the same step ("William W I L L I A M Jones J O N E S"), so it is probably wise to collect first and last names in separate dialog steps. |
| **// When verifying a name, limit the number of names in the name verification grammar //**\\ | **// When verifying a name, limit the number of names in the name verification grammar //**\\ | ||