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Chapter Ten. Case Studies > Amtrak: Implicit Confirmation and the “ellipses/and...

Amtrak: Implicit Confirmation and the “ellipses/and” Question Form

The “ellipses/and” (“… and”) form of question is a quick and effective way to ask callers a series of two or more related questions. For example, when people want to get a train's status from Amtrak, they first have to indicate if they want arrival or departure information, and then say the departure and arrival train stations. Here's how a typical call goes.

SYSTEM:Would you like arrival or departure information?
CALLER:Arrival.
SYSTEM:What station is the train arriving in?
CALLER:New York Penn Station.
SYSTEM:… and what's the departure station?



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