智能语音客服的响应时间研究

Research on Response Time of Intelligent Customer Service

目的针对没有视觉线索场景下的语音交互界面,探索用户对其能力的预期对响应时间的影响。方法研究采用2(能力预期)×11(对话响应时间)两因素被试内实验设计,因变量为响应时间的舒适度评价。结果不同语音交互界面能力的预期不影响对话响应时间的舒适度评价,其适宜的对话响应时间为800-1 400 ms。而被试的语速会影响其对响应时间舒适度的判断,对语速慢的被试而言适宜的对话响应时间为1 000-1 800 ms,对语速快的被试而言适宜的对话响应时间为1 000-1 200 ms。结论没有视觉线索场景下的语音交互界面,被试对其的能力预期对响应时间要求无显著影响,但不同语速的被试对响应时间存在不同的要求。

Objective To aim at voice interaction interface in the absence of visual clues,this study explores the impact of user expectations on response time.Methods A2(expectation of ability)×11(response time)two-factor within-subjects methods was conducted.One dependent result(comfortable of response time)were measured.Results Participants'expectation of the ability of voice interaction interface does not affect the comfort judgment of response time,and the comfortable response time is 800-1400 ms.The speech speed of the participants affects the comfort judgment of response time.For the participants with slow speech speed,the comfortable response time is 1000-1800 ms,but for the participants with fast speech speed,the comfortable response time is 1000-1800 ms.Conclusion For the voice interaction interface in the absence of visual clues,the Participants'expectations have no significant impact on the comfortable response time,but speech speeds have different comfortable response time.