Serving customers with automatic speech recognition — Human-factors issues

This paper explores the human-factors issues in designing human/machine interfaces employing automatic speech recognition (ASR) technology. It describes how a designer of a product or service who uses this technology must ensure successful interactions between computers and end-users, leading to customer satisfaction and success of the product or service. The paper discusses how ASR technology can support human/machine interactions in telecommunications applications, if the human-factors issues that arise in ASR user-interface (UI) design can be appropriately addressed.