Interactive Voice Response (IVR) Case Study

Testing Your Telephone-Based e-Commerce Support (continued)

published in The Journal of Electronic Commerce, Volume 12, Number 2

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TEST Script

Hello,

We are conducting a test of Phone-R-Us's interactive voice recognition system. Your input is valuable to us, and we would appreciate if you could give us feedback as you work your way through the tasks.

This is not a test of your skills, but more importantly, a test of the system. Please be honest with your feedback, as it will only help us in our endeavor to improve this system.

If there are thoughts you have as you are working through the tasks, kindly voice them aloud, so the tester can ask you for some of your thoughts.

Our goal is to obtain feedback on the voice, task flow, and wording of the system prompts. The tester will ask you certain questions at the end regarding your overall impression.

Thanks again! Have fun!

1. Change your PIN on your calling card.
2. Review the different fees and surcharges to your account as per the Federal Telecommunications Act.
3. Find out information on how you can sign up for Phones-R-Us and Airmiles together.
4. Identify the country code for Austria.
5. You find you have a problem with your account, suspecting that someone is misusing your number (overbilled by $422.10). You would like to speak to a customer service representative immediately to rectify the situation.
6. Check your current rates on your home telephone number.
7. You want to add a personal 800 number to your service.
8. Obtain instructions on how to use your calling card when making a call from France to Japan. Find out the necessary information (such as the country codes to make the call).
9. Credit your account for a call that was incorrectly dialed by an operator (number was supposed to be 770-442-8282, but you dialed 770-442-8228)
10. What number would you dial within the system to link directly to a customer service representative?

1. What was your overall impression?
2. Did you find the voice pleasing?
3. Were you able to find your way through the system easily?
4. Was the order of prompts easy to understand?
5. Was any wording very difficult to understand?
6. What did you find most difficult?
7. What was the most inviting aspect of this system?
8. Other thoughts?

Thank you.

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