A taxonomy of quality of service and Quality of Experience of multimodal human-machine interaction

Quality of Service (QoS) and Quality of Experience (QoE) are not only important for services transmitting multimedia data, but also for services involving multimodal human-machine interaction. In order to guide the assessment and evaluation of such services, we developed a taxonomy of the most relevant QoS and QoE aspects which result from multimodal human-machine interactions. It consists of three layers: (1) The QoS-influencing factors related to the user, the system, and the context of use; (2) the QoS interaction performance aspects describing user and system behavior and performance; and (3) the QoE aspects related to the quality perception and judgment processes taking place inside the user. For each of these layers, we provide metrics which make system evaluation more systematic and comparable.