5 March 2008
Towards an automatic evaluation of telecom services

Prof. Dr. ing Sebastian Möller 
Deutsche Telekom Laboratories, TU Berlin   

Evaluating the quality and usability of telecom services is usually a tedious and expensive process. As a result, evaluations are commonly restricted to an absolute minimum, resulting in low-quality services. Starting from a theoretical consideration of a user in an evaluation situation, components for a model assessing the quality and usability in a semi-automatic way will be developed. They reflect the perception, judgment and action processes taking place inside the user. Although the model is not yet fully developed, it will be shown which components are already available for assessing speech and audio transmission quality. In addition, the MeMo workbench for simulating user actions in response to a multimodal dialog system will be presented. We conclude with an outlook on missing components and some ideas for their implementation

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