Abstract
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.
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