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immediate_vs._batch_group_approaches_to_explicit_confirmation [2019/08/08 12:07] lisa.illgen_concentrix.com Added Anchor Links |
immediate_vs._batch_group_approaches_to_explicit_confirmation [2019/08/09 10:24] (current) lisa.illgen_concentrix.com |
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| The advantage of this one-at-a-time approach is that it is highly directive, and callers tend to have a very high success rate. | The advantage of this one-at-a-time approach is that it is highly directive, and callers tend to have a very high success rate. | ||
| - | The main disadvantage is that the number of dialog turns makes the interaction feel sluggish ([[references#boyce2008|Boyce, 2008]]; [[references#Frankish|Frankish & Noyes, 1990]]). And the greater the number of items, the more sluggish the interaction. | + | The main disadvantage is that the number of dialog turns makes the interaction feel sluggish ([[references#boyce2008|Boyce, 2008]]; [[references#frankish|Frankish & Noyes, 1990]]). And the greater the number of items, the more sluggish the interaction. |
| On the other hand, an internal usability study conducted by Convergys showed that participants either preferred or were not troubled by step-by-step (immediate) confirmation AND final wrap-up confirmation while making a payment, but it is uncertain how safe it is to extend this approach to non-payment-related tasks. There is little published research on this topic, and there might be a number of variables that influence when immediate might be advantageous over batch confirmation strategies -- for example, the frequency with which callers perform the task (infrequent callers might prefer immediate confirmation), the specific task, or caller characteristics (younger callers might prefer batch confirmation). As described below, a key variable is the accuracy of the recognizer ([[references#kotan|Kotan & Lewis, 2006]]) -- if callers will routinely need to correct misrecognitions, then much of the efficiency advantage of batch confirmation vanishes. | On the other hand, an internal usability study conducted by Convergys showed that participants either preferred or were not troubled by step-by-step (immediate) confirmation AND final wrap-up confirmation while making a payment, but it is uncertain how safe it is to extend this approach to non-payment-related tasks. There is little published research on this topic, and there might be a number of variables that influence when immediate might be advantageous over batch confirmation strategies -- for example, the frequency with which callers perform the task (infrequent callers might prefer immediate confirmation), the specific task, or caller characteristics (younger callers might prefer batch confirmation). As described below, a key variable is the accuracy of the recognizer ([[references#kotan|Kotan & Lewis, 2006]]) -- if callers will routinely need to correct misrecognitions, then much of the efficiency advantage of batch confirmation vanishes. | ||