The effects of device technology on the usability of advanced telephone functions
CHI '89 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Conference Companion on Human Factors in Computing Systems
Proceedings of the 18th annual ACM symposium on User interface software and technology
The benefits of augmenting telephone voice menu navigation with visual browsing and search
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Earpod: eyes-free menu selection using touch input and reactive audio feedback
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Spoken Dialog System: Gaining insights into developing a model from a game of cards
Proceedings of the 3rd International Conference on Human Computer Interaction
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This paper presents a study on touch-tone menu design. In particular, we investigated whether short or long menus route callers more efficiently to the destination that can handle the call. A short menu offers a small number of broad selections, while a long menu offers a larger number of more specific choices. Results obtained from thousands of live calls to a commercial customer service center, show that callers route themselves more effectively using the long menu. In addition, in complex voice interfaces, using long menus reduces the number of menu layers required, thus reducing the need to navigate through multiple menu layers, one of the most severe usability problems of existing touch-tone interfaces.