Evaluating commercial speech recognition and DTMF technology for automated telephone banking services

Edwards, Keith; Quinn, Kevin P.; Dalziel, Peter; Jack, Mervyn

doi:10.1049/ic:19970797

Cited by 6 publications

(3 citation statements)

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“…Telefon bankacılığı konusunda, bilgi teknolojileri, müşteri tanıma prosedürleri, müşterilerin şube dışı bankacılık kanallarına uyum süreçleri, banka karlılığına katkısı, SMS ile doğrulama işlemleri gibi çeşitli konular ile ilgili çalışmalar bulunmaktadır (Edwards, Quinn, Dalziel ve Jack, 1997;Ahmad ve Buttle, 2002;Sundarraj ve Wu, 2005;Gunson, Marshall, Morton ve Jack, 2011;Peevers, Douglas, Marshall ve Jack, 2011;Alikhani, Azad, Mousavi ve Mahmoudzadeh, 2013). Telefon bankacılığı çağrı merkezi çalışanlarında yapılan araştırmaların başında çalışanların sağlık problemleri ile ilgili incelemeler bulunmaktadır (Halford ve Cohen, 2003;Sri ve Panchanatham, 2012;Ansaloni, vd., 2014;Poochada ve Chaiklieng, 2015;Chang, Zivin, Gross ve Neidell, 2019).…”

Section: Li̇teratür Taramasiunclassified

An Estimation of Digital Banking Practices in Turkish Banks on Recruitments Under Human Resources Strategies

Tüzün

2020

IBAD Sosyal Bilimler Dergisi

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It is a known fact that the banking sector, which is one of the sectors where the technology intensity is felt the most, can transform the technological developments experienced with dizzying speed into services in a short time. In the banking sector, there is a constant competition in order to provide the services required by customer demands and the global conjuncture for not to stay behind the times. Although technology investments are important in this competition, the use of human resources is still an important issue. In this study, using parameters such as the total number of branches belonging to banks operating in the Turkish banking sector, the total number of employees, the number of ATMs, the number of incoming calls to telephone banking, the number of internet banking users, and the number of mobile banking users, the exact numbers for the future period are calculated. Based on these estimates, it was discussed how the recruitment might be estimated in the human resources strategies of the banks.

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Section: Li̇teratür Taramasiunclassified

An Estimation of Digital Banking Practices in Turkish Banks on Recruitments Under Human Resources Strategies

Tüzün

2020

IBAD Sosyal Bilimler Dergisi

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“…But few studies have compared usability and effectiveness of speech-enabled IVRs with touch-tone systems on a common task [1]. Other research has been conducted to optimize usability of touch-tone IVRs [5] and speech interfaces [7].…”

Section: Introductionmentioning

confidence: 99%

A comparative study of speech in the call center

Suhm¹,

Bers²,

McCarthy³

et al. 2002

Proceedings of the SIGCHI Conference on Human Factors in Computing Systems

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This paper presents a field study that compares natural language call routing with standard touch-tone menus. Call routing is the task of getting callers to the right place in the call center, which could be the appropriate live agent or automated service. Natural language call routing lets callers describe the reason for their call in their own words, instead of presenting them with a list of menu options to select from using the telephone touch-tone keypad. The field study was conducted in a call center of a large telecommunication service provider. Results show that with natural language call routing, more callers respond to the main routing prompt, more callers are routed to a specific destination (instead of defaulting to a general operator who may have to transfer them), and more callers are routed to the correct agent. Our survey data show that callers overwhelmingly prefer natural language call routing over standard touch-tone menus. Furthermore, natural language call routing can also deliver significant cost savings to call centers.

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“…Standard IVR reports, frequemly the only performance measurement available to call centers, arc inaccurate and do not report usability measures. Methods to evaluate subjective usability exist (e.g., questionnaires [1]), but they do not quantify the cost for the call center. Common research usability evaluation methods, using task-based measures in a controlled expvrinaent [3,5], are impractical for complex commercial IVRs, which can offer many different functions (tasks).…”

Section: Introductionmentioning

confidence: 99%

Evaluating commercial touch-tone and speech-enabled telephone voice user interfaces using a single measure

Suhm¹,

Peterson²

2001

CHI '01 Extended Abstracts on Human Factors in Computing Systems

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Evaluating commercial speech recognition and DTMF technology for automated telephone banking services

Cited by 6 publications

References 0 publications

An Estimation of Digital Banking Practices in Turkish Banks on Recruitments Under Human Resources Strategies

An Estimation of Digital Banking Practices in Turkish Banks on Recruitments Under Human Resources Strategies

A comparative study of speech in the call center

Evaluating commercial touch-tone and speech-enabled telephone voice user interfaces using a single measure

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