2 × USA
B.Suhm J.Bers D.McCarthy B.Freeman D.Getty K.Godfrey
call (4) end (2) languag (1) browser (1) system (1) speech (1) improv (1) experi (1) compar (1) center (1)
Person: Pat Peterson
Wrote 2 papers:
- CHI-2009-SuhmP #experience
- Call browser: a system to improve the caller experience by analyzing live calls end-to-end (BS, PP), pp. 1313–1322.
- CHI-2002-SuhmBMFGGP #case study #comparative #natural language #speech
- A comparative study of speech in the call center: natural language call routing vs. touch-tone menus (BS, JB, DM, BF, DG, KG, PP), pp. 283–290.