Efficiency measurements in IVR systems for oral users: consequences of differences in educational levels

Authors:
T. Jama Ndwe;Etienne Barnard;Renee Koen;Bryan McAlister
Affiliations:
North-West University, Vanderbijlpark, South Africa;North-West University, Vanderbijlpark, South Africa;Council for Scientific and Industrial Research, Pretoria, South Africa;Council for Scientific and Industrial Research, Pretoria, South Africa
Venue:
Proceedings of the South African Institute of Computer Scientists and Information Technologists Conference on Knowledge, Innovation and Leadership in a Diverse, Multidisciplinary Environment
Year:
2011

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Abstract

In this paper we present the development of an Interactive Voice Response (IVR) system that enables its users to obtain soccer results. The objective of the study is to evaluate the usability of the system through experiments that involve anticipated users of the system in order to improve its usability. The main usability characteristic that we seek to explore is efficiency of the system in the milieu of varying educational levels of the intended users. We have found that levels of education have a significant influence in the rate at which the users complete their tasks.