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> Abstract of "Increasing the Usability of Interactive Voice Response Systems..."
Title: Increasing the Usability of Interactive Voice Response Systems: Research and Guidelines for Phone-Based Interfaces
Abstract Thousands of applications-from airline reservations to zoo schedules - use phone-based interfaces to provide information to callers and to request input. The dramatic increase in the number of these applications has led to wide variability in the quality of the interface design. Most users have no choice but to grudgingly accept these systems; experience with poorly designed phone-based interfaces has led to widespread dissatisfaction. We believe that the lack of published guidelines for interface design for these systems contributes to the variability in quality and thus to user antipathy. In this paper we propose guidelines for construction of phone-based interfaces to interactive voice response systems. These guidelines are a compilation of information from the best of current practices, empirical research where available, and the wisdom of the industry. We see this collection as a starting point for further discussion and standardization that will ultimately lead to optimally usable interactive voice response systems. To purchase a copy of this article, click the Buy Now link below. An electronic (PDF) copy will be sent within 24 hours of order receipt. To avoid delivery delays, refer to the file size indicated above and check your e-mail system message and storage capacity before ordering. (Note: Cost of this article includes a copyright fee paid to the original copyright owner).
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