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Interactive voice response: Review of studies 1989-2000

Citation

Corkrey, R and Parkinson, L, Interactive voice response: Review of studies 1989-2000, Behavior Research Methods, Instruments, & Computers , 34, (3) pp. 342-353. ISSN 1554-351X (2002) [Refereed Article]

Copyright Statement

Copyright 2002 Psychonomic Society, Inc.

DOI: doi:10.3758/BF03195462

Abstract

A systematicreviewof the use of interactivevoice response (IVR) was conducted. IVR is a telephone interviewing technique in which the human speaker is replaced by a high-quality recorded interactive script to which the respondent provides answers by pressing the keys of a touch telephone (touchphone). IVR has numerous advantages, including economy, autonomy, confidentiality,access to certain population groups, improved data quality, standardized interviewing,multilingual interfaces, and detailed longitudinal assessments. Despite this, there have been few applications of IVR. Previous studies have been in the areas of information services, reminder calls, monitoring, assessment, experimentation, interventions, and surveys. Areas that have received little attention have been the systematicevaluation of voice, multilingual interfaces,touchphone prevalence, survey response rates, use by the elderly, and acceptability.

Item Details

Item Type:Refereed Article
Research Division:Information and Computing Sciences
Research Group:Information Systems
Research Field:Computer-Human Interaction
Objective Division:Expanding Knowledge
Objective Group:Expanding Knowledge
Objective Field:Expanding Knowledge in Psychology and Cognitive Sciences
Author:Corkrey, R (Dr Ross Corkrey)
ID Code:39583
Year Published:2002
Web of Science® Times Cited:90
Deposited By:Agricultural Science
Deposited On:2006-06-20
Last Modified:2015-04-01
Downloads:0

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