Calteaux, Karen, Aditi Sharma Grover, and Gerhard B. Van Huyssteen. 2012. “Business drivers and design choices for multilingual IVRs: A government service delivery case study.” Proceedings of the 3rd International Workshop on Spoken Languages Technologies for Under-resourced Languages (SLTU), Cape Town, South Africa.
Calteaux, Sharma Grover & Van Huyssteen 2012
2012, business drivers, ICT for development, multilingual emerging markets, spoken language technologies, voice services, VUI design
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.
Written in:
English
Dealing with:
English; Afrikaans; Sepedi; Setswana and isiZulu
Keywords
business drivers, VUI design, spoken language technologies, voice services, ICT for development, multilingual emerging markets
Afrikaans keywords
inligtingstegnologie vir ontwikkeling, sakeaandrywers, spraakdiens, spraakkoppelvlakontwerp, spraaktegnologie, veeltalige ontluikende markte