Predicting hyperarticulate speech during human-computer error resolution

When speaking to interactive systems, people sometimes hyperarticulate— or adopt a clarified form of speech that has been associated with increased recognition errors. The goals of the present study were: (1) to establish a flexible simulation method for studying users’ reactions to system errors, (2) to analyze the type and magnitude of linguistic adaptations in speech during human-computer error resolution, (3) to provide a unified theoretical model for interpreting and predicting users’ spoken adaptations during system error handling, and (4) to outline the implications for developing more robust interactive systems. A semi-automatic simulation method with a novel error generation capability was developed to compare users’ speech immediately before and after system recognition errors, and under conditions varying in error base-rate. Matched original-repeat utterance pairs then were analyzed for type and magnitude of linguistic adaptation. When resolving errors with a computer, it was revealed that users actively tailor their speech along a spectrum of hyperarticulation, and as a predictable reaction to their perception of the computer as an "at risk" listener. During both low and high error rates, durational changes were pervasive, including elongation of the speech segment and large relative increases in the number and duration of pauses. During a high error rate, speech also was adapted to include more hyper-clear phonological features, fewer disfluencies, and change in fundamental frequency. The two-stage CHAM model (Computer-elicited Hyperarticulate Adaptation Model) is proposed to account for these changes in users’ speech during interactive error resolution.