Reference model for quality assurance of speech applications

Abstract

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. © 2009 Springer Berlin Heidelberg.