On May 14, 2008, at 3:34 PM, Loredana Crisan wrote: > How do you folks feel when you have to use an interactive voice > response system?
"Anxious, because I don't trust them; given the choice to "press or say your account number" I *always* use the keypad, figuring DTMF is a lot less ambiguous than English. Irritated, because they often ask questions as if they understand natural language, but they don't. "What can I help you with today?"..." ... I find interactive voice response difficult at best, but frequently infuriating. As many people have been indicating, error rates are high, and what you intuitively think you need to say to get the response you need is not necessarily the command that the response system requires in order to get that action. My own experiences with interactive voice response have generally ended with me trying to usurp the system by pressing the * key repeatedly, which does usually boot you out of the system and land you on the phone with a real live human. Unfortunately, when someone is already mad about something it's not a really great time to engage them in a challenging user environment. This doesn't really apply to more neutral situations - but how long does it take someone to become infuriated if the voice command to execute simple tasks repeatedly malfunctions? ________________________________________________________________ Welcome to the Interaction Design Association (IxDA)! To post to this list ....... [EMAIL PROTECTED] Unsubscribe ................ http://www.ixda.org/unsubscribe List Guidelines ............ http://www.ixda.org/guidelines List Help .................. http://www.ixda.org/help
