Costs and Benefits of Conducting Voice-based Surveys Versus Keypress-based Surveys on Interactive Voice Response Systems

Abstract

Recent improvements through machine learning in speech technologies and natural language processing has prompted active interest in the development of conversational agents for various tasks. We look at the area of data collection in low-resource settings among rural women in North India, and explore the feasibility of using voice-based surveys conducted through IVR (Interactive Voice Response) systems where users may speak their responses in a conversational manner through natural speech. Through an iterative design process and detailed user feedback, we describe several nuances in running voice-based surveys, and compare their accuracy of data collection through equivalent keypress-based surveys. We find strong user preferences for voice-based surveys, and comparable performance with keypress-based surveys for most types of questions. Our results suggest that voice-based conversational interfaces may hold significant potential to build interactive applications for low-income and less-literate populations. Our findings are likely to be useful for other researchers and practitioners using ICTs (Information and Communication Technologies) in developing regions.