论文标题
不同类型的语音用户界面故障可能会导致不同程度的挫败感
Different Types of Voice User Interface Failures May Cause Different Degrees of Frustration
论文作者
论文摘要
我们报告了对语音用户界面（VUI）中不同类型的故障如何影响用户挫败感的调查。为此，我们进行了一项试点用户研究（$ n = 10 $）和主要用户研究（$ n = 30 $），均使用了我们使用Alexa Skills套件构建的简单语音经营应用程序。在我们的试点研究中，我们确定了用户所感知的三种主要故障类型，即理性未知，语音错误识别和话语模式匹配的失败，以及从开发人员的角度来看，诸如意图模式匹配失败和意图错误分类的更细粒度的失败类型。然后，在我们的主要研究中，我们设置了三个旨在诱导特定失败类型的用户任务，并为每个任务收集了用户挫败感。我们的主要发现是： （a）用户可能对用户感知的语音错误识别相对宽容，而不是用户感知的原因未知的原因和话语差匹配失败； （b）关于开发人员感知和用户感知的故障类型之间的关系，68.8 \％\％的开发人员感知的意图错误分类实例导致用户感知的原因未备受的失败失败。 从（a）和（b）中，实用的设计含义是试图通过仔细制定每个意图的话语模式来防止意图错误分类发生。
We report on an investigation into how different types of failures in a voice user interface (VUI) affects user frustration. To this end, we conducted a pilot user study ($n=10$) and a main user study ($n=30$), both with a simple voice-operated calendar application that we built using the Alexa Skills Kit. In our pilot study, we identified three major failure types as perceived by the users, namely, Reason Unknown, Speech Misrecognition, and Utterance Pattern Match Failure, along with more fine-grained failure types from the developer's viewpoint such as Intent Pattern Match Failure and Intent Misclassification. Then, in our main study, we set up three user tasks that were designed to each induce a specific failure type, and collected user frustration ratings for each task. Our main findings are: (a)Users may be relatively tolerant to user-perceived Speech Misrecognition, and not so to user-perceived Reason Unknown and Utterance Mattern Match Failures; (b)Regarding the relationship between developer-perceived and user-perceived failure types, 68.8\% of developer-perceived Intent Misclassification instances caused user-perceived Reason Unkown failures. From (a) and (b), a practical design implication would be to try to prevent Intent Misclassification from happening by carefully crafting the utterance patterns for each intent.
