Method and system for operating interactive voice response systems tandem

2008 ◽  
Vol 123 (2) ◽  
pp. 597
Author(s):  
Thomas L. Paterik
Keyword(s):  
Interactive Voice Response ◽  
Response Systems ◽  
Interactive Voice Response Systems ◽  
Voice Response

Improving Older Adults' Experience with Interactive Voice Response Systems

2011 ◽  
Vol 17 (6) ◽  
pp. 452-455 ◽  
Author(s):  
Delyana Ivanova Miller ◽  
Halina Bruce ◽  
Michèle Gagnon ◽  
Vincent Talbot ◽  
Claude Messier
Keyword(s):  
Older Adults ◽  
Interactive Voice Response ◽  
Response Systems ◽  
Interactive Voice Response Systems ◽  
Voice Response

Older People's Attitudes Toward Interactive Voice Response Systems

2014 ◽  
Vol 20 (2) ◽  
pp. 152-156 ◽  
Author(s):  
Delyana Ivanova Miller ◽  
France Aubé ◽  
Vincent Talbot ◽  
Michèle Gagnon ◽  
Claude Messier
Keyword(s):  
Interactive Voice Response ◽  
Response Systems ◽  
Interactive Voice Response Systems ◽  
People’S Attitudes ◽  
Voice Response

Enhancing Control of the Medication Supply Chain in Clinical Trials Managed by Interactive Voice Response Systems

2010 ◽  
Vol 44 (6) ◽  
pp. 727-740 ◽  
Author(s):  
Sarah Waters ◽  
Iain Dowlman ◽  
Kevin Drake ◽  
Lee Gamble ◽  
Martin Lang ◽  
...  
Keyword(s):  
Clinical Trials ◽  
Supply Chain ◽  
Interactive Voice Response ◽  
Response Systems ◽  
Interactive Voice Response Systems ◽  
Voice Response

scholarly journals Personal Power and Agency When Dealing with Interactive Voice Response Systems and Alternative Modalities

2018 ◽  
Vol 6 (3) ◽  
pp. 60-68
Author(s):  
Jill Walsh ◽  
Brittany Leigh Andersen ◽  
James E. Katz ◽  
Jacob Groshek
Keyword(s):  
Customer Service ◽  
Communication Theory ◽  
Interactive Voice Response ◽  
Initial Contact ◽  
Response Systems ◽  
Interactive Voice Response Systems ◽  
Set Up ◽  
Power And Agency ◽  
Depth Interviews ◽  
Voice Response

In summer 2015, we conducted an exploratory study of how people in the U.S. use and respond to robot-like systems in order to achieve their needs through mediated customer service interfaces. To understand this process, we carried out three focus groups sessions along with 50 in-depth interviews. Strikingly we found that people perceive (correctly or not) that interactive voice response customer service technology is set up to deter them from pursuing further contact. And yet, for the most part, people were unwilling to simply give up on the goals that motivated their initial contact. Consequently, they had to innovate ways to communicate with the automated systems that essentially serve as gatekeepers to their desired ends. These results have implications for communication theory and system design, especially since these systems will be increasingly presented to consumers as social media affordances evolve.

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