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Comparative Analysis and Review of Interactive Voice Response Systems

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Comparative Analysis and Review of Interactive Voice Response Systems See discussions, stats, and author profiles for this publication at: https://www.researchgate.net/publication/316902920 Comparative analysis and review of interactive voice response systems Conference Paper · March 2017 DOI: 10.1109/ICTAS.2017.7920660 CITATIONS READS 4 1,227 3 authors: Itorobong A. Inam Ambrose Azeta Covenant University Ota Ogun State, Nigeria Covenant University Ota Ogun State, Nigeria 3 PUBLICATIONS 17 CITATIONS 81 PUBLICATIONS 294 CITATIONS SEE PROFILE SEE PROFILE Olawande Daramola 84 PUBLICATIONS 487 CITATIONS SEE PROFILE Some of the authors of this publication are also working on these related projects: Semantic Integration of Multiple Health Data Sources for Treatment Decision-making (SemTreat) View project CESAR Project View project All content following this page was uploaded by Olawande Daramola on 21 June 2019. The user has requested enhancement of the downloaded file. 2017 Conference on Information Communications Technology and Society Comparative Analysis and Review of Interactive Voice Response Systems Itorobong A. Inam, Ambrose A. Azeta and Olawande Daramola Department of Computer and Information Sciences, Covenant University, Ota, Nigeria. [email protected], [email protected], [email protected] Abstract- Interactive Voice Response (IVR) systems interacts with callers [3]. IVR systems get information uses computer generated voice unit to provide response from databases by converting this information to to an input from a telephone caller. With IVR systems, voice and thereby speaking back to the caller. In the mobile phone users can access information by simply financial institutions for example, users can dial a dialing a telephone number to create connectivity and communication with a server or internet. The use of telephone number to have access to their account IVR systems is applied in areas such as e-health, banking information and can obtain their balance through and finance, government, telecommunication, education, voice on phone. According to [4], any voice- enabled amongst others. Meanwhile, there is dearth of comparative information system, accessible through normal studies of existing IVR systems, hence, the need to carry phones, will easily gain access to an existing out a comparative analysis of these systems in terms of infrastructure and will seamlessly integrate with what their features, strength, technology/platform, limitations people routinely use. In developing countries, IVR and methods of implementation. This study provides a systems have already been advocated for information review and analysis of IVR systems based on these dissemination [5],[6]. Recently, many applications defined criteria. In carrying out this study, 40 articles were including satellite navigation, auto-attendant and selected and only 38 that directly relates to IVR based systems were considered for analysis. The 38 papers are personal assistants such as Microsoft’s Voice, the ones that satisfied the inclusion criteria used to select Apple’s Siri, Google’s Voice, etc., have started using systems for the study. These systems have been classified voice-enabled systems [7]. into five categories based on their domain of application and a comprehensive analysis and review has been carried Meanwhile, there is dearth of comparative studies out to guide IVR systems developers. The summary of on existing IVR systems, hence, the need for a review findings show that VoiceXML vocal interface, Voxeo and analysis in terms of their features, strength, speech engine and MySQL database are the most widely technology/platform and methods of implementation. used tools for implementing speech and touch-tone In the light of this, a survey of literature and applications. The outcome of this survey will give future direction to potential comparative analysis of existing IVR systems was conducted in this study. The study also provided Keywords: interactive voice, voiceXML, mobile suggestions on the way forward for speech- enabled technology systems. I. INTRODUCTION This paper is organised as follows: in Section 2, existing IVR systems are presented. In Section 3, the Even though internet has received significant research methodology is highlighted. The attention in the last few decades, voice is still comparative analysis of IVR systems with respect to considered as an efficient way of communication some defined criteria are discussed in Section 4. In between humans-to-humans and humans-to-computer Section 5, we present findings of the study. Section 6 [1]. The use of voice in various fields has brought concludes the paper. about an increasing research in several domains. Properly implemented, Interactive Voice Response II. EXISTING IVR SYSTEMS (IVR) systems can lead to reduced service costs, increase customer’s satisfaction and offer new and The IVR system services can be used in diverse improved services. The return on investment (ROI) domain including telecommunication, insurance, on these systems is quite astonishing, making them utilities, entertainment, manufacturing, financing, one of the most popular telephony systems in the utilities, agriculture, etc. Research has shown that world [2]. An IVR system is an automated telephony voice-based systems have been used to overcome the system with capability to gather relevant information barrier of illiteracy, as voice is a natural and and routes calls to the appropriate destination, and 978-1-4673-8996-9/17/$31.00 ©2017 IEEE accessible medium for many people whose formal implementing speech and touch-tone education is low [6]. applications. 2. Text-to-speech (TTS): technology that is Previous studies on the use of voice applications in responsible for converting text input into education include [8], [9], [10], [4], [11], [12], [1], voice or audio output or file. [13], [14], [15], [16], [17], [18]. Several scholars also 3. Automatic Speech Recognition (ASR): carried out some studies on voice applications in converts speech from a pre-recorded audio eHealth [19], [20], [21], [22], [23], [24], [25], [26], to text or voice. [27]. In the area of financial institutions, researches The vocal interfaces and also the voice servers, which on voice applications include [28], [29], [30], [31], provide middle ware functionalities between the [32], [33]. Voice applications in customer care users and the database content, were also grouped services were reported in [34], [35], [36]. Other under voice technologies. domains also recorded some success stories on voice applications [37], [38], [39], [40], [41], [42], [43], B. Features of IVR Systems [44], [45], [46], [47]. In designing IVR systems, certain features have to be taken into consideration. Some of the features III. RESEARCH METHODOLOGY selected for this study are: 1. Multilingual/Single (MS): Designing a Out of 40 papers on IVR between the years 2000- system that supports multiple languages 2015, only 38 were found to report on practical IVR offers great advantage to its users. Also, system implementations. Review papers, survey several other IVR systems support a single papers and system proposals that lack practical language, which in most cases is English implementation were not considered. All systems Language. were analysed using the following criteria: voice 2. Dialog Menu (DM): The use of dialog menu technologies/servers, features and back-end in IVR systems creates interaction between technology/web tools. the system and the users. The dialog menu present users with option about the call and After a detailed review of the selected research also routes call to appropriate unit. papers on IVR systems, it was found that each system 3. Local Language (LL): Designing an IVR differs from the other based on their functionalities system that speaks the language of the local although some were similar. The comparison shown users enables more effective interaction with in Table 1 considers the most common parameters the system. discussed in the literature. In making comparative 4. Feedback Mechanism (FM): One way of studies, [37] argues that one must acknowledge that limiting error by the system is by giving the the type of interface, the domain of use and the user feedback about query to request cultural context need to be considered when selecting confirmation that the system’s interpretation the type of modality. The systems were grouped into of the input is what the user intended. Few five categories and each category represents a specific systems provide feedback to users and a domain such as (Education, Health, Banking and certain percent does not. finance, customer care, and others). C. Back-end/web tools An IVR system is developed with an information Classification Criteria database at the backend. The IVR backend is built In classifying the selected systems, the following using MySQL database, and some other systems use three criteria were considered, alongside with online databases to add more functionality to the domain/area of application, name of IVR system and system. Other systems have adopted a suitable author/year. backend technology for their system. A. Voice Technologies IV. COMPARATIVE ANALYSIS OF IVR Basic voice technologies used for implementing SYSTEMS IVR systems that are capable of interacting with people are: The analysis of IVR system as shown in Table 1 1. Voice Extensible Markup Language considers the established criteria of domain, type of (VoiceXML): allows users to interact with IVR system, type of voice technologies/servers used, the internet
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