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Please use this identifier to cite or link to this item: http://hdl.handle.net/10204/5884

Title: Business drivers and design choices for multilingual IVRs : A government service delivery case study
Authors: Calteaux, K
Grover, AS
Van Huyssteen, GB
Keywords: Business drivers
Spoken language technologies
Multilingual emerging markets
ICT for development
Issue Date: May-2012
Citation: Calteaux, K, Grover, AS and Van Huyssteen, GB. Business drivers and design choices for multilingual IVRs : A government service delivery case study. 3rd International workshop on spoken languages technologies for under-resourced languages (SLTU), Cape Town, South Africa, 7-9 May 2012
Series/Report no.: Workflow;9019
Abstract: Multilingual emerging markets hold many opportunities for the application of spoken language technologies, such as interactive voice response (IVR) systems. Designing such systems requires an in-depth understanding of the business drivers and salient design decisions pertaining to these markets. In this paper we analyze the business drivers and design issues for a voice service (the School Meals Line) piloted in the public sector. We find that cost saving, increased customer satisfaction and improved access to services and information are the primary business drivers for this use case. The main design issues we identify for this use case, and discuss, are language offering, persona design and input modality.
Description: 3rd International workshop on spoken languages technologies for under-resourced languages (SLTU), Cape Town, South Africa, 7-9 May 2012
URI: http://www.mica.edu.vn/sltu2012/files/proceedings/7.pdf
http://hdl.handle.net/10204/5884
Appears in Collections:Human language technologies
ICT in education, youth, gender
General science, engineering & technology

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