Voice User Interface Confidence-Based Confirmation Cisco Unity Connection 1.2 Mike Maas (mikemaas@cisco.com) Unified Communications Business Unit (UCBU) May 2006

Confidence-Based Confirmation Overview

Confidence-Based Confirmation Overview The system confirms based on how well it heard the User This is a Usability enhancement to prevent frustration for errant utterances and unnecessarily slowing faster users Some places where it conditionally confirms: Cancelling from an submenu Deleting a message Hanging up Some places where it always confirms: Emptying your deleted items folder Sending when “Hang-up” is uttered Places where it never confirms: Everywhere else (It would be too annoying)

Confidence-Based Confirmation Demonstration

Confidence-Based Confirmation Confidence-Based Confirmation (User) Hang-up Hang Duck > Hang Duck (fails confidence check) < “Are you sure you want to hang-up?” > No < “What would you like to do?” > Hang-up (passes confidence check) < “Goodbye”

Confidence-Based Confirmation Administration

Confidence-Based Confirmation Administration Confidence-Based Confirmation Currently, the confidence threshold is a system setting Can be manipulated via the SA

Confidence-Based Confirmation Troubleshooting

Confidence-Based Confirmation Troubleshooting Reasons for getting and failing a confidence check Noise, Poor quality Side-Speech, Non-Native English Confirms too much or not enough Raise the threshold to confirm more often Lower the threshold to confirm less often Diagnostics

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