Download or read book It's Better to Be a Good Machine Than a Bad Person written by Bruce Balentine and published by ICMI Press (International Customer Management Institute). This book was released on 2007-02-01 with total page 447 pages. Available in PDF, EPUB and Kindle. Book excerpt: An informed, actionable?often dazzling?collection of essays and exercises that target the critical issues surrounding IVR and speech recognition. Get a backstage tour of the science of ergonomics and the philosophy of user interface design?and find out why your IVR and speech interface design goals should focus on predictability and usability over delight.