Proactive task support enabled by a neural network: A prototype for telephone triage

This research proposes the use of neural networks for providing task support in a proactive but relatively unobtrusive manner. The user interface features separate and persistent advice windows, where procedural advice and relevant domain knowledge are displayed continuously, side by side to the task window. The display is updated in short intervals. As the central component of the back end, a neural network identifies the user's current task and relevant advice based on the task progress. A prototype, Telephone Triage Assistant (TTA), has been built to demonstrate the user interface style and the proposed approach. It supports novice nurses' triage task based on a telephone interview. The usability of TTA has been informally evaluated at a medical call center, and the feedback was encouraging in general.