Design and evaluation of adaptive interfaces for IVR systems
Siddhartha Asthana, Pushpendra Singh, Amarjeet Singh · 2013
Dialing a telephone number of an organization and coming across an automated system attending the call, instead of a human, has become common. These automated applications are known as Interactive Voice Response (IVR) systems. In developing nations, IVR systems are mostly touch-tone (key-press) because of under-supported speech technologies for non-English native languages and accents. Optimizing such IVR systems is crucial as they are often considered as time consuming and frustrating and further becomes more challenging when the data for individual caller to perform optimization are often unavailable.