2005
DOI: 10.1177/154193120504900405
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Design Approach for A Customer Care IVRU: Conversational Prompting Style Compared to Directed Dialog

Abstract: Interactive Voice Response Units (IVRUs) answer the phones more often than people do in many business domains, including Telecommunication, Personal Finance, Utilities, etc. This paper presents the results of a research study that Sprint initiated to solve a specific business problem within its IVRU. Two design approaches were assessed, pitting a Natural Language with Directed Dialog Fallback structure versus a traditional Directed Dialog framework. Key measurements included task completion and efficiency. The… Show more

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