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- W2338528927 abstract "Interactive voice response systems (IVR) use computer-based voice recognition and software algorithms to conduct human/computer interactions. In recent years, there has been a proliferation of IVR applications in business and healthcare. The available evidence suggests that older people have negative attitudes towards IVR and experience significant difficulties using these systems. Objective: The goal of this project was to identify areas of difficulties in IVR use by older people and suggest strategies for improvement. Materials and Methods: We used two focus groups to examine older people’s perceptions of IVR systems and the most common difficulties experienced in interacting with these systems. We also recorded suggestions for improvement of IVR. Results: Frequency and chi square analyses were performed on the focus groups’ data. Some of the difficulties reported by participants in this study were congruent with previous findings, but we also uncovered some additional problems, such as frustration for not being able to reach an operator, being asked to wait too long on hold, being unable to recover from mistakes and an absence of shortcuts in the systems. In addition, a significant number of participants indicated that they prefer a system that adjusts to them automatically as opposed to a system that allows for adjustment. Conclusion: Generally, our findings suggest that the poor acceptability of IVR systems by older people could be improved by designing IVR algorithms that detect difficulties during an ongoing IVR exchange and direct people to different algorithms adapted for each person." @default.
- W2338528927 created "2016-06-24" @default.
- W2338528927 creator A5071921192 @default.
- W2338528927 date "2013-01-01" @default.
- W2338528927 modified "2023-09-23" @default.
- W2338528927 title "Interactive Voice Response Systems and Older Adults: Examination of the Cognitive Factors Related to Successful IVR Interaction and Proof-of-Principle of IVR Administration and Scoring of Neuropsychological Tests" @default.
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