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dc.contributor.author Calteaux, K
dc.contributor.author Grover, AS
dc.contributor.author Van Huyssteen, GB
dc.date.accessioned 2012-05-30T08:16:58Z
dc.date.available 2012-05-30T08:16:58Z
dc.date.issued 2012-05
dc.identifier.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 en_US
dc.identifier.uri http://www.mica.edu.vn/sltu2012/files/proceedings/7.pdf
dc.identifier.uri http://hdl.handle.net/10204/5884
dc.description 3rd International workshop on spoken languages technologies for under-resourced languages (SLTU), Cape Town, South Africa, 7-9 May 2012 en_US
dc.description.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. en_US
dc.language.iso en en_US
dc.relation.ispartofseries Workflow;9019
dc.subject Business drivers en_US
dc.subject Spoken language technologies en_US
dc.subject Multilingual emerging markets en_US
dc.subject ICT for development en_US
dc.title Business drivers and design choices for multilingual IVRs : A government service delivery case study en_US
dc.type Presentation en_US


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