Article

Dial and see: tackling the voice menu navigation problem with cross-device user experience integration

Authors:

Min Yin,

Shumin ZhaiAuthors Info & Claims

UIST '05: Proceedings of the 18th annual ACM symposium on User interface software and technology

Pages 187 - 190

https://doi.org/10.1145/1095034.1095066

Published: 23 October 2005 Publication History

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Abstract

IVR (interactive voice response) menu navigation has long been recognized as a frustrating interaction experience. We propose an IM-based system that sends a coordinated visual IVR menu to the caller's computer screen. The visual menu is updated in real time in response to the caller's actions. With this automatically opened supplementary channel, callers can take advantages of different modalities over different devices and interact with the IVR system with the ease of graphical menu selection. Our approach of utilizing existing network infrastructure to pinpoint the caller's virtual location and coordinating multiple devices and multiple channels based on users' ID registration can also be more generally applied to create integrated user experiences across a group of devices.

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Marics, M.A. and Engelbeck, G. Designing voice menu applications for telephones. in Handbook of Human-Computer Interaction, Elsevier, 1997, 1085--1102.

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Nardi, B., Whittaker, S. and Bradner, E., Interaction and outeraction: Instant Messaging in action. Proc. CSCW 2000, ACM, 79--88.

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Paap, K.R. and Cooke, N.J. Designing menus. in Handbook of Human-Computer Interaction, Elsevier, 1997, 533--572.

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Cited By

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Shrivastava AJoshi ARangaswamy NLoganathan RTiwari ALoganathan R(2019)Directedness and persistence in audio-visual interface for emergent usersProceedings of the 10th Indian Conference on Human-Computer Interaction10.1145/3364183.3364191(1-12)Online publication date: 1-Nov-2019
https://dl.acm.org/doi/10.1145/3364183.3364191
Padhi DJoshi AShrivastava ATulaskar R(2018)Hierarchy or List?Proceedings of the 9th Indian Conference on Human-Computer Interaction10.1145/3297121.3297125(29-34)Online publication date: 16-Dec-2018
https://dl.acm.org/doi/10.1145/3297121.3297125
Padhi DGupta R(2017)IVR Wizard of OZ Field Experiment with Less-Literate Telecom Customers16th IFIP TC 13 International Conference on Human-Computer Interaction --- INTERACT 2017 - Volume 1051610.1007/978-3-319-68059-0_58(492-495)Online publication date: 25-Sep-2017
https://dl.acm.org/doi/10.1007/978-3-319-68059-0_58
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Index Terms

Dial and see: tackling the voice menu navigation problem with cross-device user experience integration
1. Human-centered computing
  1. Human computer interaction (HCI)
    1. Interaction paradigms
      1. Graphical user interfaces
2. Information systems
  1. Information systems applications
    1. Multimedia information systems

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Published In

UIST '05: Proceedings of the 18th annual ACM symposium on User interface software and technology

October 2005

270 pages

ISBN:1595932712

DOI:10.1145/1095034

General Chairs:
Patrick Baudisch
Microsoft Research
,
Mary Czerwinski
Microsoft Research
,
Program Chair:
Dan Olsen
Brigham Young University, Provo, UT

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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Association for Computing Machinery

New York, NY, United States

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Published: 23 October 2005

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UIST05: The 18th Annual ACM Symposium on User Interface Software and Technology

October 23 - 26, 2005

WA, Seattle, USA

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UIST '05 Paper Acceptance Rate 31 of 159 submissions, 19%;

Overall Acceptance Rate 561 of 2,567 submissions, 22%

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The 38th Annual ACM Symposium on User Interface Software and Technology

September 28 - October 1, 2025

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Shrivastava AJoshi ARangaswamy NLoganathan RTiwari ALoganathan R(2019)Directedness and persistence in audio-visual interface for emergent usersProceedings of the 10th Indian Conference on Human-Computer Interaction10.1145/3364183.3364191(1-12)Online publication date: 1-Nov-2019
https://dl.acm.org/doi/10.1145/3364183.3364191
Padhi DJoshi AShrivastava ATulaskar R(2018)Hierarchy or List?Proceedings of the 9th Indian Conference on Human-Computer Interaction10.1145/3297121.3297125(29-34)Online publication date: 16-Dec-2018
https://dl.acm.org/doi/10.1145/3297121.3297125
Padhi DGupta R(2017)IVR Wizard of OZ Field Experiment with Less-Literate Telecom Customers16th IFIP TC 13 International Conference on Human-Computer Interaction --- INTERACT 2017 - Volume 1051610.1007/978-3-319-68059-0_58(492-495)Online publication date: 25-Sep-2017
https://dl.acm.org/doi/10.1007/978-3-319-68059-0_58
Shrivastava AJoshi AKumar JIlavarasan PDalvi G(2014)Effects of visuals, menu depths, and menu positions on IVR usage by non-tech savvy usersProceedings of the 6th Indian Conference on Human-Computer Interaction10.1145/2676702.2676707(35-44)Online publication date: 7-Dec-2014
https://dl.acm.org/doi/10.1145/2676702.2676707
Mahelaqua Basson SRajput NShrivastava KSrivastava SThomas JBruckman ACounts SLampe CTerveen L(2013)Community-oriented spoken web browser for low iiterate usersProceedings of the 2013 conference on Computer supported cooperative work10.1145/2441776.2441833(503-514)Online publication date: 23-Feb-2013
https://dl.acm.org/doi/10.1145/2441776.2441833
Shrivastava ATripathi SDinesha KKoteshwar M(2011)Spoken Dialog SystemProceedings of the 3rd Indian Conference on Human-Computer Interaction10.1145/2407796.2543128(111-114)Online publication date: 7-Apr-2011
https://dl.acm.org/doi/10.1145/2407796.2543128
Hua ZNg WDey ASchmidt ABoll SKun A(2010)Speech recognition interface design for in-vehicle systemProceedings of the 2nd International Conference on Automotive User Interfaces and Interactive Vehicular Applications10.1145/1969773.1969780(29-33)Online publication date: 11-Nov-2010
https://dl.acm.org/doi/10.1145/1969773.1969780
Agarwal SJain AKumar ARajput NDearden AParikh TSubramanian L(2010)The World Wide Telecom Web browserProceedings of the First ACM Symposium on Computing for Development10.1145/1926180.1926185(1-9)Online publication date: 17-Dec-2010
https://dl.acm.org/doi/10.1145/1926180.1926185
Yin MPierce JZhai S(2010)Phone n' ComputerPersonal and Ubiquitous Computing10.1007/s00779-009-0251-614:7(601-607)Online publication date: 1-Oct-2010
https://dl.acm.org/doi/10.1007/s00779-009-0251-6
Pierce JNichols JCousins SBeaudouin-Lafon M(2008)An infrastructure for extending applications' user experiences across multiple personal devicesProceedings of the 21st annual ACM symposium on User interface software and technology10.1145/1449715.1449733(101-110)Online publication date: 19-Oct-2008
https://dl.acm.org/doi/10.1145/1449715.1449733
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The benefits of augmenting telephone voice menu navigation with visual browsing and search

Exploring adverse effects of adaptive voice menu

Handheld usability: design, prototyping, & usability testing for mobile phones

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