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In this publication experiences with commercial spoken dialogue systems are discussed and guidelines for achieving high usability are pointed out. Different from most commercially deployed IVR (Interactive Voice Response) systems, the systems discussed in this paper belong to a new generation of real mixed-initiative spoken dialogue systems, i. e., the user may take the initiative, using full sentences, at virtually any point in time during the dialogue. We use three commercially deployed systems as example applications: the automated switchboard of a large German company, the movie information system operated by Germany´s largest multiplex cinema, and a football Bundesliga information system operated by a German media company.

it - information technology

Experiences with Commercial Telephone-based Dialogue Systems (Erfahrungen mit kommerziellen Telefon-Sprachdialogsystemen): Erfahrungen mit kommerziellen Telefon-Sprachdialogsystemen