Inherent usability problems in interactive voice response systems

Authors:
Hee-Cheol Kim;Deyun Liu;Ho-Won Kim
Affiliations:
School of Computer Engineering/UHRC, Inje University, Korea;School of Computer Engineering, Inje University, Korea;School of Management, Inje University, Korea
Venue:
HCII'11 Proceedings of the 14th international conference on Human-computer interaction: users and applications - Volume Part IV
Year:
2011

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Abstract

We are often required to use interactive voice response (IVR) systems during daily life. However, users still find these systems difficult to navigate. By identifying the problems with IVR systems, we can work to make them more convenient and easier to use. Based on the results of a literature review and an experimental study, this paper identified four major problems inherent to the use of IVR systems: linearity, transience, ambiguity, and minimal feedback. These issues cannot be completely avoided within IVR systems, but by understanding how the problems arise, designers can try to minimize them.