Skip and scan: cleaning up telephone interface
CHI '92 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
A predictive model of menu performance
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
A study of out-of-turn interaction in menu-based, IVR, voicemail systems
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
A comparative study of speech and dialed input voice interfaces in rural India
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Avaaj Otalo: a field study of an interactive voice forum for small farmers in rural India
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Auditory menus are not just spoken visual menus: a case study of "unavailable" menu items
CHI '10 Extended Abstracts on Human Factors in Computing Systems
MVoice: a mobile based generic ICT tool
Proceedings of the Sixth International Conference on Information and Communications Technologies and Development: Notes - Volume 2
Assessing designs of interactive voice response systems for better usability
DUXU'13 Proceedings of the Second international conference on Design, User Experience, and Usability: design philosophy, methods, and tools - Volume Part I
International Journal of Human-Computer Studies
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Dialing a telephone number of an organization and coming across an automated system attending the call, instead of a human, has become common. These automated applications are known as Interactive Voice Response (IVR) systems. In developing nations, IVR systems are mostly touch-tone (key-press) because of under-supported speech technologies for non-English native languages and accents. Optimizing such IVR systems is crucial as they are often considered as time consuming and frustrating and further becomes more challenging when the data for individual caller to perform optimization are often unavailable. In this work, we investigate the performances of adaptive interfaces for touch-tone IVR system to optimize for future callers based on past system usage by other callers. We show that a portion of the call duration goes into selecting the correct menu option in IVR. To reduce this, desired menu options by a prospective caller must appear early in the sequence. We show that adaptive approaches to decide the optimal menu structure for future caller outperform static menu based IVR system. We have designed, deployed and evaluated different adaptive schemes for IVR in a real world study.