Natural dialog in a time-sensitive setting: a study of telephone operators

Abstract

For economic reasons, the task performed by telephone operators is very time-sensitive, and the task has been studied extensively. Most of the work however has concerned the human-computer interaction between the operator and the workstation and not the human-human interaction between the operator and the customer. GOMS analyses of operators handling toll… (More)
DOI: 10.1145/1125021.1125104

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