Curing the menu blues in touch-tone voice interfaces. - Bernhard Suhm; Barbara Freeman; David Getty (CHI Extended Abstracts, 2001)

A comparative study of speech in the call center: natural language call routing vs. touch-tone menus. - Bernhard Suhm; Josh Bers; Daniel McCarthy; Barbara Freeman; David Getty; Katherine Godfrey; Pat Peterson (CHI, 2002)