Short Paper Suite: The Telephony Customer Interface

Session Chair: Gilbert Cockton, Universities of Newcastle and Glasgow

Suite Organizers: John Chin, AT&T Bell Labs, Gregory Tatchell, Stentor Resource Center, Inc.

Suite Summary: The Telephony Customer Interface: Five Perspectives on Problems and Solutions

John Chin, AT&T Bell Labs, Gregory Tatchell, Stentor Resource Center, Inc.

Problems with the Existing Telephony Customer Interface: the Pending Eclipse of Touch-Tone and Dial-Tone

Gregory R. Tatchell, Stentor Resource Center, Inc.

Making a Simple Interface Complex: Interactions among Telephone Features

Nancy Griffeth, Bellcore

From Interactions to Interfaces: Butlers, Job Descriptions and Personal Agents

Dave Darville, MPR Teltech Ltd., David Hignett, Stentor Resource Center, Inc.

Personality Trait Attributions to Voice Mail User Interfaces

John P. Chin, At&T Bell Laboratories

Technical Considerations in the Design of an Intelligent Agent Using Automated Speech Recognition (ASR)

Don Xiangdong Cai, Kenneth Chan, MPR Teltech Ltd.