Interactive Voice Response Mashup System for Service Enhancement
Imran Ahmed and Sunil Kumar KopparapuAffiliation:
TCS Innovation Labs Mumbai, Tata Consultancy Services Limited, Yantra Park, Thane(W) 400601, India.
AbstractMashup service is common in the realm of web development. Mashup, generally, is a web page that sources two or more data sources to create a new and an improved service. While mashup service is a common phenomenon in the web development scenario, there is no such mashup for services that are based on voice user interface in the Interactive Voice Response (IVR) systems. IVR based telephony services have been popular because they are an easy and a convenient means to inquire, seek information or book services. At the same time frequently used service, like taxi usually has multiple service operators. Though the Same Service is provided by Multiple Operators (SSMO) to the end user, their access points are different and require the user to choose a particular service operator to call. Unlike a web portal or a web mashup, there is no way for the user to comparatively and simultaneously check the offerings from SSMO and choose the best among them. This paper describes a novel approach, based on a recent patent, to create a mashup service by integrating two or more IVR services.
IVR Mashup, User experience, Telephony channel, service integration.
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