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Reference model for quality assurance of speech applications

: Hipp, C.; Peissner, M.


Jacko, J.A.:
Human-computer interaction. 13th international conference, HCI international 2009. Pt.1: New trends : San Diego, CA, USA, July 19-24, 2009; Proceedings
Berlin: Springer, 2009 (Lecture Notes in Computer Science 5610)
ISBN: 3-642-02573-0
ISBN: 978-3-642-02573-0
ISBN: 978-3-642-02574-7
ISSN: 0302-9743
International Conference on Human-Computer Interaction (HCI International) <13, 2009, San Diego/Calif.>
Fraunhofer IAO ()

The acceptance of speech applications is still very low in Germany. The German market of speech industry identified this problem and makes an effort to improve the quality of speech applications, which Should lead to higher user acceptance. To ensure higher quality standards, a reference model has been developed with special regard to the needs of interactive voice response systems (IVR). This model includes instructions to improve the process quality of the development process as well as methods, measurements and quality criteria to evaluate the product quality. Furthermore, the presented reference model differentiates between eight application types of IVR and describes which methods, measurements and quality criteria are especially important for each application type.