I was able to reflect, once again, how much I hate speech recognition Interactive Voice Response compared to button pushing.
Standard ‘button pushing’ IVR
Voice recognition IVR
|Welcome to…||Welcome to… I can help you…|
It’s a computer. It’s not that smart. Let’s not try to pretend it is.
|Press 1 for technical assistance, …|
A quick button press. Can already be pressing the button while further options are being read out.
|Would you like ‘technical assistance’, …|
Forced to parrot back the required phrase. Have to wait until all options have been read out.
|n/a — a button press can’t be mistaken||I’m sorry, I didn’t understand that. Please state if you would like ‘technical assistance’, …|
Again, wait until all the options have been read out. Took three goes for the system to recognise this simple phrase.
- Slower having to wait for all the options to be announced, slower to speak than hit a button, slower for the computer to inteprept speech than a button press.
- Significantly more prone to input being un-interpretable
- I don’t like having to parrot back phrases
- It feels like an unnatural interaction. You push buttons on machines and talk to humans.
- Can’t use automatic dialling to go through options
- Can’t use while SO is still asleep!