Intelligent interactive voice response systems and customer satisfaction

Abstract

This study intends to investigate the customer satisfaction on “Intelligent Interactive Voice Response Systems” which are the extension of the traditional “Interactive Voice Response Systems (IVRS)”, and play important role in many organizations to provide more complex and personalized customer service. A theoretical model is developed basing on literature. Data are collected from 239 people with a survey questionnaire for testing the proposed model. Structural equation modelling is used as the statistical method in order to analyze data. As a result, the constructs which can affect the customer satisfaction are specified for the improvement of IVRS and guiding companies.