Interactive voice response: review of studies 1989-2000

Abstract

A systematic review of the use of interactive voice response (IVR) was conducted. IVR is a telephone interviewing technique in which the human speaker is replaced by a high-quality recorded interactive script to which the respondent provides answers by pressing the keys of a touch telephone (touchphone). IVR has numerous advantages, including economy, autonomy, confidentiality, access to certain population groups, improved data quality, standardized interviewing, multilingual interfaces, and detailed longitudinal assessments. Despite this, there have been few applications of IVR. Previous studies have been in the areas of information services, reminder calls, monitoring, assessment, experimentation, interventions, and surveys. Areas that have received little attention have been the systematic evaluation of voice, multilingual interfaces, touchphone prevalence, survey response rates, use by the elderly, and acceptability.