Abstract
Since the original version of this chapter was published in 1999, there has been quite a lot of industry attention paid to the use of natural language technology in call center environments. Many natural language applications have been deployed (and some retired) and research on how best to design the user interfaces has continued. This chapter summarizes the original research from the 1999 book chapter “Spoken Natural Language Dialogue Systems: User Interface Issues for the Future”, adding relevant updates from the literature. In addition, this chapter proposes some “lessons learned” gleaned during the last six years as the technology evolved from research-based lab prototypes to large-scale call center deployments.
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Boyce, S.J. (2008). User Interface Design for Natural Language Systems: From Research to Reality. In: Human Factors and Voice Interactive Systems. Signals and Communication Technology. Springer, Boston, MA. https://doi.org/10.1007/978-0-387-68439-0_2
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DOI: https://doi.org/10.1007/978-0-387-68439-0_2
Publisher Name: Springer, Boston, MA
Print ISBN: 978-0-387-25482-1
Online ISBN: 978-0-387-68439-0
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