View Proposal

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Proposer

Matthew Aylett

Title

Multimodal Interactive Voice Response (IVR) System

Goal

Demonstrate the efficacy of a multi-modal IVR system

Description

IVR systems are phone based and allow customers and clients to call a company and automate various actions such as booking and appointment or asking for details of a delivery. Many companies are keen to move over to app or webbased systems to carry out the interaction as a visual element can often make the process faster and easier. However, a phone based system is often required for customers and clients who are not comfortable with web based or app based systems and also allow the option of speaking to a customer service representative if the problem is difficult to resolve. In this project we explore the use of a multi-modal IVR system which concurrently offers both interaction and a visual GUI style interaction which allows users to freely switch between both modalities.

Resources

Shaikh, K. M., & Giannakopoulos, G. (2024). Evolution of IVR building techniques: from code writing to AI-powered automation. arXiv preprint arXiv:2411.10895. Oviatt, S. (1999). Ten myths of multimodal interaction. Communications of the ACM, 42(11), 74-81.

Background

Url

Difficulty Level

Moderate

Ethical Approval

Full

Number Of Students

2

Supervisor

Matthew Aylett

Keywords

speech technology, gui interface, realtime programing, phone api

Degrees

Bachelor of Science in Computer Science
Bachelor of Science in Computer Systems
Master of Science in Human Robot Interaction
Master of Science in Robotics
Bachelor of Science in Computing Science