{"id":"https://openalex.org/W2016371392","doi":"https://doi.org/10.1145/1124772.1124821","title":"The benefits of augmenting telephone voice menu navigation with visual browsing and search","display_name":"The benefits of augmenting telephone voice menu navigation with visual browsing and search","publication_year":2006,"publication_date":"2006-04-22","ids":{"openalex":"https://openalex.org/W2016371392","doi":"https://doi.org/10.1145/1124772.1124821","mag":"2016371392"},"language":"en","primary_location":{"id":"doi:10.1145/1124772.1124821","is_oa":false,"landing_page_url":"https://doi.org/10.1145/1124772.1124821","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the SIGCHI Conference on Human Factors in Computing Systems","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5036809895","display_name":"Min Yin","orcid":null},"institutions":[{"id":"https://openalex.org/I4210085935","display_name":"IBM Research - Almaden","ror":"https://ror.org/005w8dd04","country_code":"US","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210085935","https://openalex.org/I4210114115"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Min Yin","raw_affiliation_strings":["IBM Almaden Research Center, San Jose, CA","IBM Almaden Research Center San Jose , CA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IBM Almaden Research Center, San Jose, CA","institution_ids":["https://openalex.org/I4210085935"]},{"raw_affiliation_string":"IBM Almaden Research Center San Jose , CA","institution_ids":["https://openalex.org/I4210085935"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5005293560","display_name":"Shumin Zhai","orcid":"https://orcid.org/0000-0003-0752-2090"},"institutions":[{"id":"https://openalex.org/I4210085935","display_name":"IBM Research - Almaden","ror":"https://ror.org/005w8dd04","country_code":"US","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210085935","https://openalex.org/I4210114115"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Shumin Zhai","raw_affiliation_strings":["IBM Almaden Research Center, San Jose, CA","IBM Almaden Research Center San Jose , CA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IBM Almaden Research Center, San Jose, CA","institution_ids":["https://openalex.org/I4210085935"]},{"raw_affiliation_string":"IBM Almaden Research Center San Jose , CA","institution_ids":["https://openalex.org/I4210085935"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":2.8749,"has_fulltext":false,"cited_by_count":28,"citation_normalized_percentile":{"value":0.8996387,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":null,"issue":null,"first_page":"319","last_page":"328"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10470","display_name":"Usability and User Interface Design","score":0.9984999895095825,"subfield":{"id":"https://openalex.org/subfields/1709","display_name":"Human-Computer Interaction"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T10470","display_name":"Usability and User Interface Design","score":0.9984999895095825,"subfield":{"id":"https://openalex.org/subfields/1709","display_name":"Human-Computer Interaction"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T12031","display_name":"Speech and dialogue systems","score":0.9976999759674072,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T12607","display_name":"Personal Information Management and User Behavior","score":0.9955999851226807,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.7080446481704712},{"id":"https://openalex.org/keywords/phone","display_name":"Phone","score":0.6862162351608276},{"id":"https://openalex.org/keywords/multimedia","display_name":"Multimedia","score":0.545166552066803},{"id":"https://openalex.org/keywords/interactive-voice-response","display_name":"Interactive voice response","score":0.5319808721542358},{"id":"https://openalex.org/keywords/visual-search","display_name":"Visual search","score":0.5302419662475586},{"id":"https://openalex.org/keywords/speech-recognition","display_name":"Speech recognition","score":0.4782078266143799},{"id":"https://openalex.org/keywords/human\u2013computer-interaction","display_name":"Human\u2013computer interaction","score":0.46923476457595825},{"id":"https://openalex.org/keywords/visualization","display_name":"Visualization","score":0.42619240283966064},{"id":"https://openalex.org/keywords/tree","display_name":"Tree (set theory)","score":0.42427733540534973},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.18574240803718567},{"id":"https://openalex.org/keywords/telecommunications","display_name":"Telecommunications","score":0.1345716416835785}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7080446481704712},{"id":"https://openalex.org/C2778707766","wikidata":"https://www.wikidata.org/wiki/Q202064","display_name":"Phone","level":2,"score":0.6862162351608276},{"id":"https://openalex.org/C49774154","wikidata":"https://www.wikidata.org/wiki/Q131765","display_name":"Multimedia","level":1,"score":0.545166552066803},{"id":"https://openalex.org/C2777858628","wikidata":"https://www.wikidata.org/wiki/Q1111837","display_name":"Interactive voice response","level":2,"score":0.5319808721542358},{"id":"https://openalex.org/C158495155","wikidata":"https://www.wikidata.org/wiki/Q2369151","display_name":"Visual search","level":2,"score":0.5302419662475586},{"id":"https://openalex.org/C28490314","wikidata":"https://www.wikidata.org/wiki/Q189436","display_name":"Speech recognition","level":1,"score":0.4782078266143799},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.46923476457595825},{"id":"https://openalex.org/C36464697","wikidata":"https://www.wikidata.org/wiki/Q451553","display_name":"Visualization","level":2,"score":0.42619240283966064},{"id":"https://openalex.org/C113174947","wikidata":"https://www.wikidata.org/wiki/Q2859736","display_name":"Tree (set theory)","level":2,"score":0.42427733540534973},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.18574240803718567},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.1345716416835785},{"id":"https://openalex.org/C41895202","wikidata":"https://www.wikidata.org/wiki/Q8162","display_name":"Linguistics","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C134306372","wikidata":"https://www.wikidata.org/wiki/Q7754","display_name":"Mathematical analysis","level":1,"score":0.0},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1145/1124772.1124821","is_oa":false,"landing_page_url":"https://doi.org/10.1145/1124772.1124821","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the SIGCHI Conference on Human Factors in Computing Systems","raw_type":"proceedings-article"},{"id":"pmh:oai:CiteSeerX.psu:10.1.1.124.2688","is_oa":false,"landing_page_url":"http://citeseerx.ist.psu.edu/viewdoc/summary?doi=10.1.1.124.2688","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"http://cs.union.edu/~cassa/courses/Fall2007/SRS200/papers/IVR.pdf","raw_type":"text"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":12,"referenced_works":["https://openalex.org/W1520333301","https://openalex.org/W1532102567","https://openalex.org/W1538960616","https://openalex.org/W1651701101","https://openalex.org/W1974590783","https://openalex.org/W2038005875","https://openalex.org/W2050645665","https://openalex.org/W2051764403","https://openalex.org/W2058506770","https://openalex.org/W2112897804","https://openalex.org/W2479192227","https://openalex.org/W4301175562"],"related_works":["https://openalex.org/W2087663689","https://openalex.org/W2051559811","https://openalex.org/W2025144205","https://openalex.org/W2370999614","https://openalex.org/W2068608913","https://openalex.org/W3124914020","https://openalex.org/W1970358776","https://openalex.org/W2141033859","https://openalex.org/W2086327421","https://openalex.org/W1764040691"],"abstract_inverted_index":{"Automatic":[0],"interactive":[1],"voice":[2,30,59,105,129,156],"response":[3],"(IVR)":[4],"based":[5],"telephone":[6,29,58,92,155],"routing":[7],"has":[8],"long":[9],"been":[10],"recognized":[11],"as":[12],"a":[13,20,48,52,164],"frustrating":[14],"interaction":[15],"experience.":[16],"This":[17],"paper":[18],"presents":[19],"series":[21],"of":[22,27,46,91,104,127,133],"experiments":[23],"examining":[24],"the":[25,57,101,128,134],"benefits":[26],"augmenting":[28],"menus":[31],"with":[32,56,74,109,119,163],"coordinated":[33],"visual":[34,49,77,89,102,110,165],"displays":[35],"and":[36,72,75,98,123,146,174],"keyword":[37,84],"search.":[38],"The":[39,63,80],"first":[40],"experiment":[41,65,82],"qualitatively":[42],"studied":[43],"callers'":[44,68],"experience":[45,176],"having":[47],"menu":[50,60,93,130,157],"on":[51],"screen":[53],"in":[54,70,86,169],"synchronization":[55],"tree":[61],"navigation.":[62],"second":[64],"quantitatively":[66],"measured":[67],"performance":[69,142],"time":[71],"accuracy":[73],"without":[76],"display":[78],"augmentation.":[79],"third":[81],"tested":[83],"search":[85],"comparison":[87],"to":[88],"browsing":[90,138],"trees.":[94],"Study":[95],"participants":[96],"uniformly":[97],"enthusiastically":[99],"liked":[100],"augmentation":[103,111],"menus.":[106],"On":[107],"average":[108],"callers":[112],"could":[113],"navigate":[114],"phone":[115],"trees":[116],"36%":[117],"faster":[118],"75%":[120],"fewer":[121],"errors,":[122],"made":[124],"choices":[125],"ahead":[126],"over":[131],"60%":[132],"time.":[135],"Search":[136],"vs.":[137],"had":[139],"similar":[140],"navigation":[141,158],"but":[143],"offered":[144],"different":[145],"complementary":[147],"user":[148,175],"experiences.":[149],"Overall":[150],"our":[151],"studies":[152],"conclude":[153],"that":[154],"can":[159],"be":[160],"significantly":[161],"improved":[162],"channel":[166],"augmentation,":[167],"resulting":[168],"both":[170],"business":[171],"cost":[172],"reduction":[173],"satisfaction.":[177]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2024,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":2},{"year":2013,"cited_by_count":6},{"year":2012,"cited_by_count":2}],"updated_date":"2026-06-11T09:08:48.828518","created_date":"2025-10-10T00:00:00"}
