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The impact of voice characteristics on user response in an interactive voice response system

Rochelle E. Evans, Philip Kortum
2010 Interacting with computers  
= .169, or an interaction between voice gender and rater gender, F(l, 275) = 1.30,p = .255.  ...  There was not a 2-way interaction between voice type and voice gender, F(2,275) = 0.64, p = .529, or an interaction between voice type and rater gender, F(2, 275) = 1.79,/?  ...  No accents can be used, as this significantly complicates our understanding of the phenomenon we are studying.  ... 
doi:10.1016/j.intcom.2010.07.001 fatcat:tbtb7s2bzzb5dhyr6fbftfzde4

Evaluation of IVR data collection UIs for untrained rural users

Adam Lerer, Molly Ward, Saman Amarasinghe
2010 Proceedings of the First ACM Symposium on Computing for Development - ACM DEV '10  
In order to reach the vast majority of mobile phone users without access to specialized software, applications must make use of interactive voice response (IVR) UIs.  ...  Modifications were made to the IVR interface throughout the study period in response to user interviews and recorded transcripts of survey calls.  ...  We would also like to thank Bill Thies and Neal Lesh; Gaetano Borriello, Yaw Anokwa, Carl Hartung and Waylon Brunette of Open Data Kit at University of Washington; and the JavaRosa team.  ... 
doi:10.1145/1926180.1926183 dblp:conf/dev/LererWA10 fatcat:a3curxydbbddzetmpzimvf35ym

PERSONAL TOUCH AND THE CUSTOMER SERVICE EXPERIENCE HUMAN TOUCH AND THE CUSTOMER SERVICE EXPERIENCE Consumer Uses and Attitudes Toward IVRs and Automated Customer Service Interfaces

James Katz, Jill Groshek, Walsh
unpublished
Questions focused primarily on interactive voice response systems (IVRs), speech recognition, and the role of voice technology in relation to customer service.  ...  Now, please think about your most recent customer service experience using an interactive voice response (IVR) system and respond to the following: a. The system was difficult to use b.  ...  HUMAN TOUCH AND THE CUSTOMER SERVICE EXPERIENCE  ... 
fatcat:qbp73bz2njatvawo277vvdsaj4

Sangeet Swara

Aditya Vashistha, Edward Cutrell, Gaetano Borriello, William Thies
2015 Proceedings of the 33rd Annual ACM Conference on Human Factors in Computing Systems - CHI '15  
Interactive voice forums have emerged as a promising platform for people in developing regions to record and share audio messages using low-end mobile phones.  ...  An 11-week deployment of Sangeet Swara found broad and impassioned usage, especially among visually impaired users.  ...  for all of their help.  ... 
doi:10.1145/2702123.2702191 dblp:conf/chi/VashisthaCBT15 fatcat:ta2lfx3xivasdgegbbjodpkp24

Social Media Platforms for Low-Income Blind People in India

Aditya Vashistha, Edward Cutrell, Nicola Dell, Richard Anderson
2015 Proceedings of the 17th International ACM SIGACCESS Conference on Computers & Accessibility - ASSETS '15  
In eleven-weeks of deployment, fifty-three blind participants in our sample collectively placed 4784 voice calls, contributed 1312 voice messages, cast 33,909 votes and listened to the messages 46,090  ...  We present the first analysis of the use and non-use of social media platforms by low-income blind users in rural and periurban India.  ...  The platform was built using Interactive Voice Response (IVR) technology and was accessible using any phone.  ... 
doi:10.1145/2700648.2809858 dblp:conf/assets/VashisthaCDA15 fatcat:zfdmhafisnezxkpddpscm2iaey

Clients' perceptions and experiences of targeted digital communication accessible via mobile devices for reproductive, maternal, newborn, child, and adolescent health: a qualitative evidence synthesis

Heather MR Ames, Claire Glenton, Simon Lewin, Tigest Tamrat, Eliud Akama, Natalie Leon, Cochrane Consumers and Communication Group
2019 The Cochrane library  
Other types include phone calls, interactive voice response, or multimedia messages that offer healthcare information, advice, monitoring, and support.  ...  They had preferences for different delivery channels (e.g. short message service (SMS) or interactive voice response) (moderate confidence).  ...  message OR messages OR messaging)) OR interactive voice response OR interactive voice responses OR ivr OR voice call OR voice calls OR callback OR voice over internet OR voip OR "mobile app" OR "mobile  ... 
doi:10.1002/14651858.cd013447 pmid:31608981 pmcid:PMC6791116 fatcat:kkd3nwq5azap7bs6uhbuwxe4na

The State of Speech in HCI: Trends, Themes and Challenges [article]

Leigh Clark, Phillip Doyle, Diego Garaialde, Emer Gilmartin, Stephan Schlögl, Jens Edlund, Matthew Aylett, João Cabral, Cosmin Munteanu, Benjamin Cowan
2018 arXiv   pre-print
design insight, experiences with interactive voice response (IVR) systems, using speech technology for development, people's experiences with intelligent personal assistants (IPAs) and how user memory  ...  From these insights we identify gaps and challenges in speech research, notably the need to develop theories of speech interface interaction, grow critical mass in this domain, increase design work, and  ...  In addition to long established telephony based or interactive voice response (IVR) interfaces, voice enabled intelligent personal assistants (IPAs) like Amazon Alexa, Apple Siri, Google Assistant, and  ... 
arXiv:1810.06828v1 fatcat:ry2ac4ozkbbnpirj74kvnaptgi

Interactive Voice Response Systems and Older Adults: Examination of the Cognitive Factors Related to Successful IVR Interaction and Proof-of-Principle of IVR Administration and Scoring of Neuropsychological Tests

Delyana Ivanova Miller, Université D'Ottawa / University Of Ottawa, Université D'Ottawa / University Of Ottawa
2013
The main goal of this project was to enhance the use and usability of Interactive Voice Response Systems (IVR) for older people.  ...  The study also evaluated the impact of gender on success and attitudes towards IVR.  ...  An IVR system that allows callers to choose the gender of the voice for the IVR interaction may address this issue.  ... 
doi:10.20381/ruor-3078 fatcat:qc3yhwmyezedzbqg7akho4rvti

A Review of Survey Data-Collection Modes:

Tom W. SMITH, Jibum Kim
2015 Riron to hoho  
In particular, there has been increases in the use of computers in data collection, self-administration, and mixed-mode designs. The implications of these and future changes are considered.  ...  Because different modes have different error structures, it is very important to understand the advantages and disadvantages associated with each mode.  ...  In addition, programming options for the computerized voices have become more sophisticated and one can regulate many aspects of the audio such the gender of the voice and such other features as accents  ... 
doi:10.11218/ojjams.30.185 fatcat:jsdcvoi4xzdljhuhorxe4ue5zy

Improving literacy in developing countries using speech recognition-supported games on mobile devices

Anuj Kumar, Pooja Reddy, Anuj Tewari, Rajat Agrawal, Matthew Kam
2012 Proceedings of the 2012 ACM annual conference on Human Factors in Computing Systems - CHI '12  
A synthesis of research findings suggests that practicing recalling and vocalizing words for expressing an intended meaning could improve word reading skillsincluding reading in a second languagemore than  ...  In this paper, we present results from a usability test and two subsequent experiments that explore the use of two speech recognitionenabled mobile games to help rural children in India read words with  ...  ACKNOWLEDGMENTS This research was funded by Nokia Research and CMU HCII.  ... 
doi:10.1145/2207676.2208564 dblp:conf/chi/KumarRTAK12 fatcat:vjrye5vhcza6vkgjzd7zmbqjoi

Socially Anxious and Confident Men Interact with a Forward Virtual Woman: An Experimental Study

Xueni Pan, Marco Gillies, Chris Barker, David M. Clark, Mel Slater, Susana Martinez-Conde
2012 PLoS ONE  
Interest focused on whether the socially anxious participants would exhibit sustained anxiety during the conversation or whether this would diminish over time, and differ from the responses of the more  ...  The woman approached the participant, introduced herself and initiated a conversation that was first about mundane matters and then became more personal and intimate.  ...  Acknowledgments We would like to thank members of the Virtual Environments and Computer Graphics group of UCL for helping with the experiment.  ... 
doi:10.1371/journal.pone.0032931 pmid:22509251 pmcid:PMC3324473 fatcat:7mxgo7i5granhcrj4zouvomfee

Requirements for Maintaining Web Access for Hearing-Impaired Individuals

Daniel M. Berry
2004 Software quality journal  
However, improved technology for voice and audio interface threaten to end this dream. Requirements are identified for continued access to computing for the hearing impaired.  ...  The current textual and graphical interfaces to computing, including the Web, is a dream come true for the hearing impaired.  ...  for their teaching, discussions, and input.  ... 
doi:10.1023/b:sqjo.0000013356.15791.3d fatcat:ztnvl5775bcmhim655uegnhs7i

Requirements for maintaining Web access for hearing-impaired individuals

D.M. Berry
2001 Proceedings 3rd International Workshop on Web Site Evolution. WSE 2001  
However, improved technology for voice and audio interface threaten to end this dream. Requirements are identified for continued access to computing for the hearing impaired.  ...  The current textual and graphical interfaces to computing, including the Web, is a dream come true for the hearing impaired.  ...  for their teaching, discussions, and input.  ... 
doi:10.1109/wse.2001.988783 dblp:conf/wse/Berry01 fatcat:zg3injmksfabfiigvzs62is3mq

The Différence of l'écriture féminine

Joy Simpson-Zinn
1985 Chimères  
the issue of gender difference.  ...  This habit of treating books by women as if they were women, the "intellectual measyring of busts and hips" in Mary Ellmann's words, is an attitude feminist scholars have sought to dispel by confronting  ...  intensive social conditioning and the different life experiences of women.  ... 
doi:10.17161/chimeres.v18i1.5949 fatcat:iz2y6ptlwbdshnyhriwmlguihi

Customer Perceptions of Skills of Agents in Effectively Managing Their Needs within a Call Center

Devina Oodith
2017 Journal of Economics and Behavioral Studies  
Furthermore it was found that there was an overall lack of empathy from agents in following-up after a customer communication to ensure that the customer was satisfied with their experience within the  ...  Based on the results of the study recommendations have been made to manage the interaction between the customers and call center agents more competently and efficiently.  ...  When customers dial into a call centre their calls can also be answered by an automated service called an Interactive Voice Response facility (known as IVR), welcoming them to the company's call centre  ... 
doi:10.22610/jebs.v9i2.1650 fatcat:bfuindhx7zf4vkkjnhxpgpsru4
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