Abstract
Speech enabled business applications are characterized by complex implementations that bring together language processing technologies, applications development, and end-user psychology. Resilience is critical to maintaining business to customer relationships when implementing these self-service solutions. The Wizard-of-Oz experiment is a valuable technique for simulating and building human-machine prototypes to ensure successful deployment of the completed service. This paper proposes the simplification and diffusion of the methodology to facilitate the growth in demand for automated e-business transactions.
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Costello, G.J. (2006). The Wizard of Oz: Instilling a Resilient Heart into Self-Service Business Applications. In: Donnellan, B., Larsen, T.J., Levine, L., DeGross, J.I. (eds) The Transfer and Diffusion of Information Technology for Organizational Resilience. TDIT 2006. IFIP International Federation for Information Processing, vol 206. Springer, Boston, MA. https://doi.org/10.1007/0-387-34410-1_14
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DOI: https://doi.org/10.1007/0-387-34410-1_14
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