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A Study Of Out-Of-Turn Interaction In Menu-Based, Ivr, Voicemail Systems, Saverio Perugini, Taylor J. Anderson, William F. Moroney

Saverio Perugini

We present the first user study of out-of-turn interaction in menu-based, interactive voice-response systems. Out-ofturn interaction is a technique which empowers the user (unable to respond to the current prompt) to take the conversational initiative by supplying information that is currently unsolicited, but expected later in the dialog. The technique permits the user to circumvent any flows of navigation hardwired into the design and navigate the menus in a manner which reflects their model of the task. We conducted a laboratory experiment to measure the effect of the use of outof- turn interaction on user performance and preference in a …