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1
Brunk, Alexander Crowley. "Interactive Voice Response Polling in Election Campaigns". Thesis, Virginia Tech, 2015. http://hdl.handle.net/10919/51239.
Testo completoAbstract (sommario):
Since the early 2000s, Interactive Voice Response (IVR) has become a widely popular method of conducting public opinion surveys in the United States. IVR surveys use an automated computer voice to ask survey questions and elicit responses in place of a live interviewer. Previous studies have shown that IVR polls conducted immediately before elections are generally accurate, but have raised questions as to their validity in other contexts.
This study examines whether IVR polls generate measurably different levels of candidate support when compared to live interviewer polls, as a result of non-response bias owing to lower response rates in IVR surveys. It did so by comparing polling in 2010 U.S. gubernatorial and U.S. Senate elections that was conducted using both live interviewers and IVR. The findings suggest that in general elections, IVR polls find fewer undecided voters compared to surveys conducted using live interviewers. In primary elections, IVR polls can show larger support than live interview polls for a more ideologically extreme candidate who has high levels of support among more opinionated and engaged voters.
Implications are that journalists and other consumers of polling data should take into account whether a poll was conducted using IVR or live interviewers when interpreting results. IVR polls may tend to over-sample more engaged and opinionated voters, often resulting in smaller percentages of undecided respondents, and higher levels of support for specific candidates in certain contexts.Master of Arts
2
Jiang, Chaomei. "Integration of interactive voice response unit and outage management system". [Denver, Colo.] : Regis University, 2005. http://165.236.235.140/lib/CJiang2005.pdf.
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Campbell, Nicole M. "Interactive Voice Response Systems and Reductions in Substance Use in Adults". Ohio University / OhioLINK, 2009. http://rave.ohiolink.edu/etdc/view?acc_num=ohiou1258698677.
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Kenttälä, K. (Kalle). "Interactive voice response system and eye-tracking interface in assistive technology for disabled". Bachelor's thesis, University of Oulu, 2019. http://jultika.oulu.fi/Record/nbnfioulu-201905282194.
Testo completoAbstract (sommario):
Abstract. The development of ICT has been very fast in the last few decades and it is important that everyone can benefit from this progress. It is essential for designing user interfaces to keep up on this progress and ensure the usability and accessibility of new innovations. The purpose of this academic literature review has been to study the basics of multimodal interaction, emphasizing on context with multimodal assistive technology for disabled people. From various modalities, interactive voice response and eye-tracking were chosen for analysis. The motivation for this work is to study how technology can be harnessed for assisting disabled people in daily life.
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Commarford, Patrick. "WORKING MEMORY, SEARCH, AND SIGNAL DETECTION: IMPLICATIONS FOR INTERACTIVE VOICE RESPONSE SYSTEM MENU DESIGN". Doctoral diss., University of Central Florida, 2006. http://digital.library.ucf.edu/cdm/ref/collection/ETD/id/4050.
Testo completoAbstract (sommario):
Many researchers and speech user interface practitioners assert that interactive voice response (IVR) menus must be relatively short due to constraints of the human memory system. These individuals commonly cite Miller's (1956) paper to support their claims. The current paper argues that these authors commonly misuse the information provided in Miller's paper and that hypotheses drawn from modern theories of working memory (e.g., Baddeley and Hitch, 1974) would lead to the opposite conclusion – that reducing menu length by creating a greater number of menus and a deeper structure will actually be more demanding on users' working memories and will lead to poorer performance and poorer user satisfaction. The primary purpose of this series of experiments was to gain a greater understanding of the role of working memory in speech-enabled IVR use. The experiments also sought to determine whether theories of visual search and signal detection theory (SDT) could be used to predict auditory search behavior. Results of this experiment indicate that creating a deeper structure with shorter menus is detrimental to performance and satisfaction and more demanding of working memory resource. Further the experiment provides support for arguments developed from Macgregor, Lee, and Lam's dual criterion decision model and is a first step toward applying SDT to the IVR domain.Ph.D.
Department of Psychology
Arts and Sciences
Psychology
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Chengegowda, Venkatesh. "Analysis of Queues for Interactive Voice and Video Response Systems : Two Party Video Calls". Thesis, KTH, Kommunikationssystem, CoS, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-102451.
Testo completoAbstract (sommario):
Video conversation on mobile devices is popularizing with the advent of 3G. The enhanced network capacity thus available enables transmission of video data over the internet. It has been forecasted by several VOIP service organizations that the present IVR systems will evolve into Voice and Video Response (IVVR) Systems. However, this evolution has many technical challenges on the way. Architectures to implement queuing systems for video data and standards for inter conversion of video data between the formats supported by calling parties are two of these challenges. This thesis is an analysis of queues and media transcoding for IVVRs. A major effort in this work involves constructing a prototype IVVR queuing system. The system is constructed by using an open source server named Asterisk and MySql database. Asterisk is a SIP based Public Exchange Server (PBX) and also a development environment for VOIP based IVRs. Functional scenarios for SIP session establishment and the corresponding session setup times for this queueing model are measured. The results indicate that the prototype serves as a sufficient model for a queue, although a significant delay is introduced for session establishment. The work also includes analysis of integrating DiaStar™, is a SIP based media transcoding engine to this queue. However, this system is not complete to function with DiaStar for media translation. The study concludes with a mention of the areas for future work on this particular system and the general state of IVVR queuing systems in the industry.Videosamtal på mobila enheter är popularisera med tillkomsten av 3G. Den förbättrade nätkapacitet så tillgänglig möjliggör överföring av videodata över Internet. Det har prognos av flera VOIP serviceorganisationer att de nuvarande IVR-system kommer att utvecklas till röst och video Response (IVVR) System. Dock har denna utveckling många tekniska utmaningar på vägen. Arkitekturer för att genomföra kösystem för videodata och standarder för bland konvertering av videodata mellan format som stöds för uppringande är två av dessa utmaningar. Denna avhandling är en analys av köer och media kodkonvertering för IVVRs. En stor insats i detta arbete innebär att bygga en prototyp IVVR kösystem. Systemet är konstruerat med hjälp av en öppen källkod-server som heter Asterisk och MySQL-databas. Asterisk är en SIP-baserad Public Exchange Server (PBX) och även en utvecklingsmiljö för VOIP-baserade IVRs. Funktionella scenarier för SIP session etablering och motsvarande sessionen inställningar för den föreslagna kö modell mäts. Resultaten indikerar att prototypen tjänar som en tillräcklig modell för en kö, även om en betydande fördröjning införs för sessionsupprättandebegäran. Arbetet omfattar även analys av integrering DiaStar™ är en SIP-baserad media kodkonvertering motor till denna kö. Emellertid är detta system inte helt att fungera med DiaStar för media translation. The studie avslutas med ett omnämnande av de områden för framtida arbete med detta system och det allmänna tillståndet i IVVR kö-system i branschen.
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Noel, Lauren Elizabeth. "The Role of Health Literacy in Intervention Engagement, Teach Back Performance, and Perceptions of Intervention Components". Thesis, Virginia Tech, 2013. http://hdl.handle.net/10919/23117.
Testo completoAbstract (sommario):
Background: Low health literacy is a significant problem affecting our country. While the associations between low health literacy and poorer health outcomes have been well documented (Berkman et al., 2011), the literature lacks evidence of effective strategies to address health literacy in the context of health behaviors such as diet and physical activity (PA). Likewise, few interventions have reported on how health literacy status influences performance and engagement in the intervention. Two potential intervention strategies include the teach back method or teach to goal approach and interactive voice response (IVR) technology. These strategies hold promise as a means of improving health literacy and reaching vulnerable, low health literate populations, but these strategies have not been widely explored in the literature (Paasche-Orlow et al., 2005; Baker et al., 2011; Schillinger et al., 2009; Bennett et al., 2012; Piette et al., 1999).
Primary Aims: This research was embedded in a larger trial, Talking Health, which is a 6-month, 2 group randomized controlled trial to determine the effects of a health behavior intervention on reducing sugar-sweetened beverage (SSB) consumption in Southwest Virginians. The primary aims of this study were to examine the associations between health literacy status and 1) number of rounds of teach back needed to reinforce key concepts, 2) proportion of correct answers on the first round of teach back, 3) level of intervention engagement (i.e., completion rates for teach back call, IVR calls, and small group classes), and 4) perceptions of the intervention components. Methods: The data reported represent the first 3 cohorts of the Talking Health trial including participants in Lee, Giles, and Pulaski Counties. Eligibility requirements included being 18 years or older, English speaking, consuming at least 200 calories per day from SSB, able to participate in moderate intensity PA, and having reliable access to a telephone. Data were collected at baseline and at the 6-month follow-up assessment. Health literacy was assessed using the validated Newest Vital Sign. Participants were randomized to a behavioral intervention aimed at decreasing SSB consumption (SipSmartER) or to a matched-contact control group targeting PA (Move More). Both groups participated in 3 small group education sessions, received a live teach back call, and 11 supportive IVR calls. Participants completed a summative evaluation at the 6-month follow-up, which captured their perceptions of the intervention components. ANOVAs were used to measure differences in outcomes by health literacy status, randomized condition, and interactions. Results: Of the 125 enrolled participants, 92.0% were Caucasian, 76.8% were female, 29.6% had d high school education, 64.0% had <$25,000 annual household income, and 32.8% had low health literacy skills. Eighty-five participants (68.0%) completed the teach back call. The overall model when looking at the degree to which health literacy status and randomized condition predicted the number of rounds of teach back needed to reinforce key concepts was significant (F= 8.323, p < 0.001). Out of 3 possible teach back attempts, participants in the low health literacy category required a significantly higher number of teach back attempts as compared to those with high health literacy (F= 16.769, p <0.001), and participants randomized to Move More required a significantly higher number of teach back attempts compared to SipSmartER participants (F=7.296, p= 0.008). Similarly, the overall model when looking at the degree to which health literacy status and randomized condition predicted the proportion correct on the first round of teach back was significant (F= 9.836, p<0.001), such that those with higher health literacy status (F= 19.176, p< 0.001) and those randomized to SipSmartER condition answered a significantly higher proportion of questions correct (F= 9.783, p= 0.002). Intervention engagement including completion of the small group education sessions, the live teach back call, and the IVR calls did not vary significantly across randomized condition or literacy levels. Low health literate participants had a significantly higher overall perceived satisfaction with the IVR, as compared to high health literate participants (F= 5.849, p= 0.020). However, perceptions of other intervention components (e.g., small group sessions, teach back call, personal action plans, drink diaries/exercise logs,) were similar among participants with low and high health literacy status and across randomized conditions.
Conclusion: These data confirm the importance for multiple teach back opportunities and additional exposure to health information to ensure participant comprehension of key intervention content"in particular for those with lower health literacy. This research also supports that IVR is an effective approach to reaching vulnerable, low health literate populations. Future research should investigate the efficacy and cost-effectiveness of utilizing teach back methods delivered using automated technologies. Future research also is needed to determine how teach back performance are related to other study factors such as retention, engagement, and health outcomes.Master of Science
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Dulude, Louise. "Usability of interactive voice response systems in real-life tasks performed by old and young women". Thesis, National Library of Canada = Bibliothèque nationale du Canada, 2001. http://www.collectionscanada.ca/obj/s4/f2/dsk3/ftp04/MQ57703.pdf.
Testo completo
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Dulude, Louise Carleton University Dissertation Psychology. "Usability of interactive voice response systems in real-life tasks performed by old and young women". Ottawa, 2000.
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10
Miller, Delyana Ivanova. "Interactive Voice Response Systems and Older Adults: Examination of the Cognitive Factors Related to Successful IVR Interaction and Proof-of-Principle of IVR Administration and Scoring of Neuropsychological Tests". Thèse, Université d'Ottawa / University of Ottawa, 2013. http://hdl.handle.net/10393/24294.
Testo completoAbstract (sommario):
The main goal of this project was to enhance the use and usability of Interactive Voice Response Systems (IVR) for older people. The objective of study one was to examine older people’s perceptions of the technology and identify the most common difficulties experienced by older people when interactive with IVR using focus groups. Twenty-six people aged 65 and older took part in the study. Data were analyzed using frequency and chi square analyses. The results revealed negative attitudes towards the technology. Long menus, frustration about not being able to reach an operator and absence of shortcuts were some of the most common difficulties reported by participants.
Study two examined the cognitive factors predicting successful IVR interaction in four commercially available IVR systems in a sample of 185 older adults. Linear regressions were performed on the data. Results indicated that working memory and auditory memory were the best predictors of successful IVR interaction.
Using the same sample of participants as study two, study three examined older adults’ attitudes towards the four IVR systems in relation to their success in interacting with the technology. The study also evaluated the impact of gender on success and attitudes towards IVR. There was a significant positive correlation between success with IVR and favorable attitudes towards the technology. No gender differences emerged in both performance on IVR tasks and attitudes towards the technology.
Study four evaluated the feasibility of using a voice-activated IVR to administer and score three short neuropsychological tests using a sub sample of the original sample of 185 older adults involved in study two and three. One hundred and fifty eight participants took part in the study. Results showed high correlations between the IVR and clinician scoring of the three tests. Nevertheless, a number of discrepancies and technical issues were discovered.
11
Oake, Natalie. "The effect of an interactive voice response system on communication of medication and appointment information to patients taking oral anticoagulants". Thesis, University of Ottawa (Canada), 2008. http://hdl.handle.net/10393/28011.
Testo completoAbstract (sommario):
Introduction. An interactive voice response system (IVRS) may facilitate communication of medication information to patients taking oral anticoagulants (OAC).
Objective. To evaluate an IVRS for OAC management using a health technology assessment framework.
Design. Quasi-experimental study at the Ottawa Hospital Thrombosis Clinic. Patients. Patients who had completed 3 months of warfarin therapy, had stable anticoagulation control, and spoke English were enrolled and followed for a minimum of 3 months.
Methods. Patients received their international normalized ratio result, dosage schedule, and date of their next blood test from the IVRS. The IVRS also notified patients of upcoming and missed appointments.
Results. 226 patients were prospectively followed for a mean of 4.2 months. Patients' anticoagulation control during the post-intervention period (80.3%; 95% CI 77.5-83.1) was noninferior to their anticoagulation control during the pre-intervention period (79.9%; 95% CI 77.3-82.6). 77.4% of patients continued using the IVRS after the study. 78% of the scheduled dosage messages were successfully delivered by the IVRS and did not require further input from clinic staff. The IVRS resulted in a minor reduction in the workload of Clinic staff.
Conclusion. An IVRS was a feasible and effective method of communicating medication information in this population of OAC patients. Future work is required to determine the generalizability of these results.
12
Lundy, John Jason. "Assessing Psychometric Equivalence of Paper-and-Pencil and Interactive Voice Response (IVR) Modes of Administration for the EQ-5D and the QLQ-C30". Diss., The University of Arizona, 2008. http://hdl.handle.net/10150/193902.
Testo completoAbstract (sommario):
Electronic data capture technologies, such as interactive voice response (IVR) systems, are emerging as important alternatives for collecting self-reported data. The purpose of this research was to assess the measurement equivalence between the original paper-based versions and the adapted interactive voice response (IVR) versions of the EQ-5D and the QLQ-C30. Furthermore, we examined the test-retest reliability of two consecutive administrations of the IVR versions of the EQ-5D and the QLQ-C30. The comparison of the paper and IVR versions of the EQ-5D was conducted utilizing a crossover design with subjects randomly assigned to one of two assessment orders: 1) paper then IVR or 2) IVR then paper. A convenience sample of in-treatment outpatient cancer clinic patients (n=139) were asked to complete each assessment two days apart. For the test-retest component, outpatient cancer clinic patients (n=127) were asked to complete the IVR-based EQ-5D twice, two days apart. The analyses tested for mean differences (paired t-test) and test-retest reliability (ICC).In the crossover analysis, ten of the fifteen mean differences analyzed for the scales and items of the QLQ-C30 were within the equivalence interval set a priori. The ICCs for the scales and items of the QLQ-C30 ranged from 0.698 to 0.899. Two of the items, insomnia and appetite loss, did not meet our threshold of being statistically different from an ICC of 0.70. The EQ-5D index score means were equivalent between paper and IVR, however the EQ VAS score differences were not wholly contained in the equivalence interval. The ICCs were above 0.890 for the index and the EQ VAS. In the test-retest analysis, the ICCs for the nine multi-item scales for the QLQ-C30 were all above 0.69, ranging from 0.698 to 0.891. Ten of the fifteen mean differences analyzed were within the equivalence interval set a priori. For the EQ-5D, the mean differences were wholly contained within the equivalence intervals for both the index and the EQ VAS and the ICCs were significantly different from 0.70. Overall, the IVR version of the questionnaires provided psychometrically equivalent results to those obtained on the original paper version and showed good stability over time.
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Brown, Deana. "Designing technologies to support migrants and refugees". Diss., Georgia Institute of Technology, 2015. http://hdl.handle.net/1853/53849.
Testo completoAbstract (sommario):
Families migrate to improve their outcomes, however the process is very disruptive. My research asks and answers the question can scaffolding communication through technology mitigate the disruption caused to families by migration, and if so, how? In my work I have explored two forms of disruptive family migration—parental migration (where parents and children live in separate countries) and refugee resettlement (resulting from forced migration). In both forms, families are embedded in support networks of individuals they rely on to minimize vulnerabilities faced post-migration and to rebuild a stable family structure. My empirical results revealed barriers (distance, language, literacy and so forth) that render the communication between families and their support network less than effective. Through participatory approaches, I then design and evaluate separately, two systems to mitigate the barriers and improve communication in the various support networks. The end contributions of my work include: i) contributing a nascent agenda on migration for Human-Computer Interaction (HCI) and related fields through providing an increased understanding of the challenges that limit the livelihoods of migration-separated and refugee families; ii) demonstrating two communication scaffolding systems for transient use by migrants to mitigate communication barriers--- time and distance on one hand (to support transnational home-school communication) and language and literacy on the other (through mediated human-in-the-loop voice translations for everyday interactions with refugees); iii) putting forth a reflection on methods to guide others seeking to work with similar groups and establishing the notion of designing for transient use in the development of systems to scaffold communication.
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Wahlhuetter, Laura. "Returning to Society: Daily-life stressors in the immediate prison release phase". Thesis, Malmö högskola, Fakulteten för hälsa och samhälle (HS), 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:mau:diva-24367.
Testo completoAbstract (sommario):
This paper is the third part of an ongoing research project by Andersson et al. 2014 using Interactive Voice Response, an innovative automatic telephone assessment to study Swedish paroled offenders in the first 30 days after prison. Repeated measures of qualitative reports on daily most stressful events (stressors) and quantitative severity ratings (stress) were used to study the perception of stress in the immediate prison release phase. Adding to the knowledge about prisoners’ reentry by exploring paroled offenders’ perception on daily stressful events and the stress intensity associated with these was the main purpose of this essay. Following a phenomenological approach, daily stressful events could be categorized into social, psychological and physical stressors and an insight in the everyday complexities through the reports of paroled offenders could be provided. While social stressors build the largest category, physical stressors are on average perceived as most severe. Overall stress severity shows an increase over the duration of the study period. The findings further support the feasibility of daily automated telephone assessments in the context of the Swedish Prison and Probation Service. Keywords: immediate prison release, Interactive Voice Response, paroled offenders, stress & stressors, transition phase
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Vasiljevic, Zoran. "Participation and Non-Participation in Relation to Psychological Mood, Substance Use and Personality Among Offenders on Parole. A Drop-Out Analysis and a Description of the Research Data in the Research Project Automated Phone Follow-Up in Correctional Services". Thesis, Malmö högskola, Fakulteten för hälsa och samhälle (HS), 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:mau:diva-26541.
Testo completoAbstract (sommario):
Föreliggande arbete utgör en delstudie i projektet Automatiserad telefonuppföljning inom Kriminalvården. Projektets övergripande syfte var att undersöka tillämpbarheten av Interactive Voice Response (IVR) som en modern metod för utvärdering, övervakning och påverkan av intagna som blivit villkorligt frigivna från ett fängelsestraff. IVR är en metodik baserat på automatiserade telefonintervjuer som bl. a innebär att en dator har programmerats för att ringa upp, ställa frågor, registrera svar och ge feedback till klienterna. I tidigare publikation från projektet undersöktes med hjälp av automatiserade telefonuppföljningar (IVR) hur stress och mående samt användande av alkohol och droger utvecklas under de trettio första dagarna efter avslutad anstaltsvistelse (Andersson et al, 2011). Syftet med det här arbetet var att undersöka om det fanns skillnader i psykiskt mående, alkohol- och drogvanor samt personlighet mellan intagna som medverkade vid åtminstone en telefonuppföljning efter den villkorliga frigivningen respektive intagna som inte medverkade vid någon telefonuppföljning efter den villkorliga frigivningen. Ytterligare ett syfte med arbetet var att beskriva den totala undersökningsgruppen i projektet med avseende på psykiskt mående, alkohol- och drogvanor samt personlighet. Den enda signifikanta skillnaden mellan deltagarna och icke-deltagarna i telefonuppföljningarna återfanns för personlighetsdraget skuld. Individer som genomförde åtminstone en telefonuppföljning var något mer benägna att känna skuld- och skamkänslor än de som inte deltog vid någon telefonuppföljning efter den villkorliga frigivningen. Den beskrivande analysen av den totala undersökningsgruppen i projektet fann att klienterna utgjorde en problembelastad grupp intagna med avseende på psykiskt mående, alkohol-och drogmissbruk och personlighet; en hög andel av klienterna hade en möjlig missbruksdiagnos och depressions och/eller ångestrelaterade symptom samt skattade höga värden på personlighetsdragen socialisation, impulsivitet och monotoniundvikande.This study is a part of the research project Automated Phone Follow-Up inCorrectional Services. The overall aim of the research project was to investigate if Interactive Voice Response can be used as tool to investigate, monitor and influence levels of stress, depression, anxiety, and use as well as urge of alcohol and drugs among paroled offenders. IVR is a technology based on automated phone interviews, which means that a computer has been programed to call up, ask questions, record answers and provide a feedback to the paroled offenders. Previous publication from the research project explored if it is possible to use automated phone interviews (IVR) to follow-up the development of stress, psychological mood, and use of alcohol and drugs in paroled offenders during the first 30 days following probation (Andersson et al, 2011). The main aim of this study was to investigate if there were any differences in psychological mood, substance use and personality between paroled offenders that participated in at least one automated phone follow-up and paroled offenders that did not participate in any automated phone follow-up. Another aim of this study was to describe the psychological mood, substance use and personality in the total sample group of paroled offenders. The only significant difference between participants and non-participants in the phone follow-up´s was found for the personality trait guilt. The paroled offenders that participated in the phone follow-up scored significant higher on guilt, a scale measuring feelings of guilt and shame after wrongdoing, cheating, of having bad thoughts. The results of the descriptive analysis showed high levels of substance misuse, depression and anxiety symptoms in the total sample group of paroled offenders. The paroled offenders also scored high on personality scales socialization, impulsivity and monotony avoidance compared to healthy subjects.
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Sequeira, Susana Anjos. "Preparation and handling of investigational medicinal products". Master's thesis, Universidade de Aveiro, 2013. http://hdl.handle.net/10773/12556.
Testo completoAbstract (sommario):
Mestrado em Biomedicina FarmacêuticaDuo to all of the challenges related with the production and logistics of the investigational medicinal products, this project aims to make an overview about the development of an investigational medicinal product, and the main details that must be considered in the preparation, packaging, labelling and distribution of investigational medicinal products, in order to provide a quick reference tool in a professional and academic context. A review was made in the international literature to identify studies focusing on development and handling of investigational medicinal products, mainly through PubMed and Medline databases, although it has also resorted to guidelines, some books on the subject, and master and doctoral thesis. Only English language papers were selected. Whenever possible, it were selected the most recent articles. During the development of IMP, solubility, as well as bioavailability assessment and bioequivalence studies, are the most challenging steps in the early phase of preparation of IMPs. Concerning the IMP production, the critical aspects, such as comparators, blinding and package, will determine the success of the entire clinical trial. When the IMP is fully prepared, it enters in the different clinical trials phases, with the aim of providing a range of information, such as efficacy and safety. This whole process must meet a series of requirements previously established, and adequate trained staff, in order to minimize the costs associated with the development of the IMP, as well as accelerate its market entry. It is important to note some limitations in the review. Although there is a wide range of information on the preparation of investigational medicinal products, little information was found on the logistics. In a future work, it would be interesting to further explore the distribution of investigational medicinal products, addressing the main unsatisfactory results of audits, in a clinical trial environment, and find tools and procedures to prevent nonconformities.
Face a todos os desafios relacionados com a produção e logística do medicamento experimental, este projeto tem como objetivo fornecer uma visão geral sobre o desenvolvimento de um medicamento experimental, assim como os principais detalhes que devem ser considerados na preparação, embalagem, rotulagem e distribuição de medicamentos experimentais, de forma a fornecer uma ferramenta de referência rápida em contexto profissional e académico. Foi realizada uma revisão na literatura internacional para identificar estudos com foco no desenvolvimento e distribuição de medicamentos experimentais, principalmente através de bases de dados como o PubMed e Medline, embora também se tenha recorrido a guidelines, e alguns livros e teses de mestrado e doutoramento sobre o objeto de estudo. Foram selecionados apenas artigos na língua inglesa. Sempre que possível, foram selecionados os artigos mais recentes. Durante o processo de desenvolvimento de um medicamento experimental, os estudos de solubilidade, assim como os de biodisponibilidade e bioequivalência, são os maiores desafios nas fases iniciais de desenvolvimento. Atendendo à produção do medicamento experimental, aspectos críticos, como os comparadores, os processos de blinding e embalamento, são determinantes para o sucesso de todo o ensaio clínico. Após a completa preparação do medicamento experimental, este é introduzido nas diferentes fases de ensaio clínico, com o objetivo de fornecer uma ampla informação, como a eficácia e a segurança. Todo este processo deve englobar uma série de requisitos previamente estabelecidos, assim como uma equipa devidamente treinada, de forma a minimizar os custos associados ao desenvolvimento do medicamento experimental, acelerando a sua entrada no mercado. É importante ressalvar que embora exista uma ampla gama de informação sobre a preparação de medicamentos experimentais, foi encontrada pouca informação sobre a logística, sendo fundamental, no futuro, explorar mais a temática da distribuição de medicamentos experimentais, abordando os principais resultados não satisfatórios das auditorias, no âmbito dos ensaios clínicos, e encontrar ferramentas e procedimentos para evitar as nãoconformidades.
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Válková, Jana. "Formy zadávání a zpracování textových dat a informací v podnikových IS - trendy a aktuální praxe". Master's thesis, Vysoká škola ekonomická v Praze, 2011. http://www.nusl.cz/ntk/nusl-114263.
Testo completoAbstract (sommario):
This thesis introduces readers to the basic types of the text and information inputs and processing to the computer. Thesis also includes historical contexts, current trends and future perspective of computer data input technologies and their use in practice. The first part of the thesis is a summary of a particular forms of entering and processing of the text data and information. The following part presents technological trends on the market concentrated on the automatic speech recognition systems along with the possibilities of their application in the business sphere. The rest of the thesis consists of a survey between Czech IT companies and based on it's results comes a suggestion of which technologies should be used as a part of the information systems.
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Ndwe, Tembalethu Jama. "Usability engineering of interactive voice responsive (IVR) systems in oral users of Southern Africa". Doctoral thesis, University of Cape Town, 2011. http://hdl.handle.net/11427/10582.
Testo completoAbstract (sommario):
Includes bibliographical references (p. 96-109).This research study focuses on the feasibility of using the telephone as a tool for information access in the oral communities of Southern Africa. The OpenPhone and BGR systems are used as case studies and their designs have been influenced by field studies with the targeted users. The OpenPhone project aims to design an Interactive Voice Response (IVR) health information system that enables people who are caregivers for HIV/AIDS infected children to access relevant care-giving information by using a telephone in their native language of Setswana in Botswana, Southern Africa. The BGR system allows soccer fans to access results of recently played matches in Premier Soccer League (PSL) of South Africa.
19
Brinkel, Johanna [Verfasser]. "A user-centred evaluation of a mobile phone-based interactive voice response system to support infectious disease surveillance and access to healthcare for sick children in Ghana: users’ experiences, challenges and opportunities for large-scale application. Part of a concept and pilot study for mobile phone-based Electronic Health Information and Surveillance System (eHISS) for Africa / Johanna Brinkel". Bielefeld : Universitätsbibliothek Bielefeld, 2020. http://d-nb.info/1204561826/34.
Testo completo
20
Mazefsky, Carla Ann. "Emotion Perception in Asperger's Syndrome and High-functioning Autism: The Importance of Diagnostic Criteria and Cue Intensity". VCU Scholars Compass, 2004. http://scholarscompass.vcu.edu/etd/1449.
Testo completoAbstract (sommario):
Asperger's syndrome (AS) is a pervasive developmental disorder that is associated with marked social dysfunction. Deficits in the perception of nonverbal cues of emotion may be related to this social impairment. Research has indicated that children with autism are limited in their emotion perception abilities, but studies that have addressed this issue with individuals with AS or high-functioning autism (HFA) have yielded inconsistent findings. These inconsistencies may be related to methodological differences across studies including diagnostic criteria and failure to consider the intensity of the emotion cues. It was hypothesized that children with AS and HFA would both have deficits in emotion perception compared to typically-developing children. However, children with HFA were expected to have an even greater emotion perception deficit than children with AS and this difference was hypothesized to be most pronounced for low intensity cues of emotion. It is important to clarify whether individuals with AS and HFA differ in emotion perception because most studies of this skill combine them into one group or use poorly defined diagnostic criteria. This study examined the ability of 30 8- to 15-year-old children with either AS or HFA to perceive emotion from high and low intensity cues. In order to address limitations with the differential validity of the DSM-IV criteria for AS, diagnoses were based on diagnostic criteria proposed by Klin et al. (in press). A researcher who was blind to diagnosis administered a test that presented low and high intensity cues of emotion in photographs of facial expression and audiotapes of tone of voice. Comparison of the emotion perception accuracy of children with AS to the normative means of this instrument for typically-developing children did not reveal any significant differences. In contrast, the children with HFA were significantly less accurate in their perception of facial expressions and tone of voice than the normative sample and the participants with AS. Contrary to expectations, IQ was significantly related to emotion perception accuracy. After controlling for IQ, the difference in perception of facial expressions between children with AS and HFA was not significant. On the other hand, cue intensity moderated the relation between diagnosis and emotion perception accuracy for tone of voice even after IQ was taken into account. Children with AS perceived high and low intensity tone of voice cues with similar accuracy, but children with HFA had significantly poorer performance on the low intensity tone of voice cues. Although emotion perception accuracy was related to better adjustment, it was not correlated with the most sensitive measure of current social functioning. This suggests that even when children with AS or HFA perceive cues correctly, they may not know how or be able to properly integrate them for adaptive responses in social interaction. The findings have important implications for understanding inconsistencies in past research and identifying future directions.
21
Calvo, Marcos André Ferreira. "Visual Interactive Voice Response (Visual IVR)". Master's thesis, 2015. http://hdl.handle.net/10316/97335.
Testo completoAbstract (sommario):
Relatório de Estágio do Mestrado em Engenharia Informática apresentado à Faculdade de Ciências e Tecnologia da Universidade de Coimbra.Since the late 1990’s, companies started to introduce interactive voice response (IVR) systems in their call centers. By querying the customer and receiving the option chosen (number pressed), IVR solutions allows these companies to have universal routing of the calling party (customer) to the service that best suits their needs without requiring a live agent, reducing costs and improving customer experience. Nowadays, with the evolution of mobile technologies, most of the callers use some kind of handheld device such as smartphone or a softphone to call these services which are becoming increasingly more capable of receiving media content such as video or image prior, during or after the call is established. This is where the Visual IVR concept appears as an improved interface for the traditional IVR system by adding rich-media to the user experience, increasing user engagement and proficiency. With the added capability of displaying information and interactive menus to the user, not only can Visual IVR service provider benefit, but also call experiences can be enhanced and improved. This internship focuses on the development of a service to share visual enriched content to VoIP capable devices. The main goal is not only to create a way of sharing this content in the Visual IVR context but also in the context of a normal call between two capable devices.
22
"The impact of voice characteristics on user response in an interactive voice response system". Thesis, 2009. http://hdl.handle.net/1911/61809.
Testo completoAbstract (sommario):
System voice within interactive voice response systems (IVRs) was investigated. Specifically, users were randomly assigned a system voice personality (upbeat, professional, and sympathetic) and voice gender (male and female) when completing a health survey over IVR. Disclosure rates were not affected by the type of voice heard, nor did they differ by user gender. Additionally, disclosure was higher on the IVR version of the health survey than on a web-based version, further recognizing the privacy offered by IVRs.
23
何依信. "A study of mobile interactive voice response system". Thesis, 2007. http://ndltd.ncl.edu.tw/handle/87097402500905024975.
Testo completoAbstract (sommario):
碩士國立交通大學
電機學院通訊與網路科技產業專班
95
The purpose of this research is to develop an interactive voice response system that allows drivers to use voice-controlled commands to access the information server through the internet. We first implement a distributed speech recognition system, in which speech features extracted from a local front-end are transmitted through a data channel to a remote back-end recognition server. Another important issue to address is the playout buffer design, which is often used at the receiver to smooth out the jitter for timely reconstruction of the speech. We formulate the adaptive playout scheduling of multiple voice streams as a constrained optimization problem that leads to a better balance between end-to-end delay and packet loss. Also proposed is a perceptually motivated optimization criterion and a practically feasible algorithm for the playout buffer design.
24
Lima, Eduardo Filipe Leite da Cunha. "Interactive Voice Response para Call Center de Táxis". Master's thesis, 2014. https://repositorio-aberto.up.pt/handle/10216/78207.
Testo completo
25
Lima, Eduardo Filipe Leite da Cunha. "Interactive Voice Response para Call Center de Táxis". Dissertação, 2014. https://repositorio-aberto.up.pt/handle/10216/78207.
Testo completo
26
Kuo, Hung-Chieh, e 郭宏傑. "Research of Call Center Interactive Voice Response System and Operation". Thesis, 2007. http://ndltd.ncl.edu.tw/handle/44949235302119133203.
Testo completoAbstract (sommario):
碩士元智大學
資訊管理學系
95
Banking business has been realized that marketing depends on the quality and result of their service. The functionality of call center is not only providing service to their customers, but also creating profit for banks. When a customer makes a phone call to a call center, Interactive Voice Response system(IVR) will be the first service to serve the customer, therefore the construction and operating of IVR determining the achievement of the call center. To make a comprehensive survey of IVR service analysis procedure found that less analysis procedure is designed to be aimed at analysing each variables of IVR systems, so this research collects data from on-line database of IVR to analysis the real IVR operating situation. This research identified the relationship between variables and behavior, the variables includes time variables and operation variables, and the behavior includes each service type, especially the behavior of route to customer service agent. This research also to probe into the trend of IVR operation and the factor that causes the behavior of route to agent, explored the possible question among them, and then propose improving and managing suggestions to offer the call center in resource distribution of the hardware、personnel allocating and IVR design.This research uses three kind of dependent-variables:Service Type、Service Category and Route to Agent，and two kind of dependent variables: time and operation to analysis. The conclusion shows that time variables will effect the IVR services, and operational variables also effect the result of IVR services, especially on the behavior of Route to Agent.
27
Qwabe, Olwethu. "The adoption of interactive voice response for feeding scheme programme monitoring". 2014. http://encore.tut.ac.za/iii/cpro/DigitalItemViewPage.external?sp=1001592.
Testo completoAbstract (sommario):
M. Tech. Business Information SystemsThe Department of Education should be contributing to the South African government's objective to provide a better life for all. However, the provision of education to all is hampered by the fact that a significant majority of the South African population is plagued by high levels of poverty resulting in learners attending school without having had a nutritious meal. Consequently, the provision of food in South African schools, as a lead project of the Reconstruction and Development Programme, referred to as the 'feeding scheme', was introduced. This project aimed to improve both health and education by fighting malnutrition and improving the ability of learners to concentrate during lessons. The South African government provides the funds for the school feeding programme for learners from primary to secondary schools and the Department of Education spends a large amount of money on this programme nationally. However, there is no precise data showing how successful the feeding programme is. In order for the Department of Education to meet its objectives, it is recommended that an efficient system be developed for keeping records of all the reports. It is thus critical to explore the potential use of technologies, such as interactive voice response systems. The interactive voice response solutions have the potential to assist the Department of Education in monitoring and evaluating the school feeding programme in timely, accurate and reliable ways. This research aims to evaluate how this interactive voice response system can be implemented to effectively enhance the monitoring of the feeding programme in South African schools.
28
Chen, Yu-Ching, e 陳宇菁. "Constructing an Interactive Voice Response Mechanism for Long-Term Care Service". Thesis, 2014. http://ndltd.ncl.edu.tw/handle/15610193475111250790.
Testo completoAbstract (sommario):
碩士國立臺北護理健康大學
資訊管理研究所
102
The population aged over 65 is rapidly growing worldwide. It has increased the demand for long-term care. The ultimate goal of health care for elders in long-term care institutes is not only to extend life but to raise their quality of life. However, the World Health Organization Quality of Life-BREF was designed as a self-administered questionnaire. It cannot be applied to elders who are unable to read. Through the help of information and communication technology, human can use natural language to communicate and interactive with machines. Thus, this study develops an interactive voice response mechanism to measure the quality of life based on the WHOQOL-BREF questionnaire. It displays the questionnaire in the form of voice and uses voice recognition to collect answers from the elders. The user-friendly interface requires neither visual attention to read questionnaire nor the use of hands to write answers. Through natural voice and easy access interface, this mechanism can assist elders to complete the questionnaire independently. The major advantages of self-administration assessment over face-to-face interview are the reduced number of reviewer and time Also, the result of the questionnaire better reflects the truth of respondents’ feeling or thought. In the beginning phase of the experiment, 31 cases responded to the questionnaire. The result shows that this mechanism is reliable and valid in assessing quality of life of long-term institutes’ elderly. This mechanism can also perform statistical analysis which is shown in visual graphs to give advice on making clinical decisions to improve the quality of medical care. In the future, we attempt to increase the number of cases involved in the study to understand the quality of long-term care and to boost the development of long-term care.
29
Corkrey, Stephen Ross. "Exploring the use of interactive voice response as a population health tool". 2002. http://www.newcastle.edu.au/services/library/adt/public/adt-NNCU20030527.052149/index.html.
Testo completo
30
Corkrey, Stephen Ross. "Exploring the use of interactive voice response as a population health tool". Thesis, 2003. http://hdl.handle.net/1959.13/25025.
Testo completoAbstract (sommario):
The research described in this thesis reviewed previous uses of Interactive Voice Response (IVR), developed appropriate software, and employed IVR to obtain self-report of sensitive issues in surveys and conduct brief public health interventions. Chapter 1 introduces IVR and describes a systematic critical review of the use of IVR. IVR is a telephone interviewing technique where 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, standardised interviewing, multi-lingual interfaces, and detailed longitudinal assessments. Despite this, there have been few survey applications of IVR compared to alternative methods such as Computer-Assisted Telephone Interview (CATI). There has not been any evaluation of the use of IVR for asking sensitive questions in surveys or as a tool for health promotion at the community level. A literature review, described in Chapter 2, was conducted to identify other methods of asking sensitive questions. The literature review identified 19 different methods. Those methods that were most successful were those that provided the greatest degree of anonymity to the respondent. It was suggested that IVR may be a suitable method for community surveys. As described in Chapter 3, a custom software called Generalized Electronic Interviewing System (GEIS) was developed. This provided both CATI and IVR interviewing modes. As described in Chapter 4, it was found that the response rate obtained using IVR was unacceptably low, and an alternative interviewing method, the Hybrid method was developed. In the Hybrid method the interview was initiated by the interviewer but completed using IVR with GEIS. As described in Chapter 5, the IVR, CATI and Hybrid methods were used to investigate self-reported rates of alcohol and drug consumption within a telephone household survey of 2880 households. The self-report rates were compared to the National Drug Strategy Household Survey (NDSHS). Response rates did not differ significantly between the CATI and Hybrid methods, however the response rate for IVR was significantly less than the other methods. The Hybrid and IVR methods obtained significantly higher self-report consumption rates for alcohol and marijuana, and significantly higher hazardous drinking scores using Alcohol Use Disorders Identification Test (AUDIT). In Chapter 6 a pilot of an IVR cervical screening brief advice interface is described. A total of 5000 households were contacted by the IVR system. The system randomly selected an eligible woman aged 18-69 per household and determined her cervical screening status. A total of 661 women listened to the IVR message. The IVR call was shown to be acceptable and inexpensive compared to a mail pamphlet intervention. In Chapter 7 a randomized controlled trial of an IVR cervical screening brief advice involving 17,008 households is described. Cervical screening rate data were obtained from the Health Insurance Commission (HIC) for a period spanning six months before and following the intervention. The cervical screening rate was increased in the intervention postcodes by 0.43% compared to the control postcodes, and the increase was greater for older women at 1.34%. This was a desirable outcome since this group is considered to be an at-risk group. The overall conclusion was that IVR technology could be feasibly used to contact women to deliver brief interventions aimed at increasing cervical screening rates, but the cost per screen was likely to be high. It is suggested that an IVR system could be linked to cervical screening registers to more directly and economically contact women, and provide an efficacious complementary approach to the existing letter reminder system.PhD Doctorate
31
Corkrey, Stephen Ross. "Exploring the Use of Interactive Voice Response as a Population Health Tool". 2003. http://hdl.handle.net/1959.13/25025.
Testo completoAbstract (sommario):
The research described in this thesis reviewed previous uses of Interactive Voice Response (IVR), developed appropriate software, and employed IVR to obtain self-report of sensitive issues in surveys and conduct brief public health interventions. Chapter 1 introduces IVR and describes a systematic critical review of the use of IVR. IVR is a telephone interviewing technique where 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, standardised interviewing, multi-lingual interfaces, and detailed longitudinal assessments. Despite this, there have been few survey applications of IVR compared to alternative methods such as Computer-Assisted Telephone Interview (CATI). There has not been any evaluation of the use of IVR for asking sensitive questions in surveys or as a tool for health promotion at the community level. A literature review, described in Chapter 2, was conducted to identify other methods of asking sensitive questions. The literature review identified 19 different methods. Those methods that were most successful were those that provided the greatest degree of anonymity to the respondent. It was suggested that IVR may be a suitable method for community surveys. As described in Chapter 3, a custom software called Generalized Electronic Interviewing System (GEIS) was developed. This provided both CATI and IVR interviewing modes. As described in Chapter 4, it was found that the response rate obtained using IVR was unacceptably low, and an alternative interviewing method, the Hybrid method was developed. In the Hybrid method the interview was initiated by the interviewer but completed using IVR with GEIS. As described in Chapter 5, the IVR, CATI and Hybrid methods were used to investigate self-reported rates of alcohol and drug consumption within a telephone household survey of 2880 households. The self-report rates were compared to the National Drug Strategy Household Survey (NDSHS). Response rates did not differ significantly between the CATI and Hybrid methods, however the response rate for IVR was significantly less than the other methods. The Hybrid and IVR methods obtained significantly higher self-report consumption rates for alcohol and marijuana, and significantly higher hazardous drinking scores using Alcohol Use Disorders Identification Test (AUDIT). In Chapter 6 a pilot of an IVR cervical screening brief advice interface is described. A total of 5000 households were contacted by the IVR system. The system randomly selected an eligible woman aged 18-69 per household and determined her cervical screening status. A total of 661 women listened to the IVR message. The IVR call was shown to be acceptable and inexpensive compared to a mail pamphlet intervention. In Chapter 7 a randomized controlled trial of an IVR cervical screening brief advice involving 17,008 households is described. Cervical screening rate data were obtained from the Health Insurance Commission (HIC) for a period spanning six months before and following the intervention. The cervical screening rate was increased in the intervention postcodes by 0.43% compared to the control postcodes, and the increase was greater for older women at 1.34%. This was a desirable outcome since this group is considered to be an at-risk group. The overall conclusion was that IVR technology could be feasibly used to contact women to deliver brief interventions aimed at increasing cervical screening rates, but the cost per screen was likely to be high. It is suggested that an IVR system could be linked to cervical screening registers to more directly and economically contact women, and provide an efficacious complementary approach to the existing letter reminder system.PhD Doctorate
32
Balakrishna, Mithun. "Exploiting high-level knowledge resources for speech recognition with applications to interactive voice response systems /". 2007. http://proquest.umi.com/pqdweb?did=1421626561&sid=4&Fmt=2&clientId=10361&RQT=309&VName=PQD.
Testo completo
33
Chang, Tsung-Chuan, e 張聰泉. "The Interactive Voice Response System with Functions of Speech Recognition and Synthesis based on VoiceXML". Thesis, 2003. http://ndltd.ncl.edu.tw/handle/01251913527754000130.
Testo completoAbstract (sommario):
碩士國立高雄第一科技大學
電腦與通訊工程所
91
The telephone network is today''s most widely usedcommunication tool. Utilizing telephone for informationaccess, however, usually requires interactive with machine and human. The most traditional method is done through keystrokes notifying the information supplier what information to obtain.This type of primitive interaction method is inconvenient,the action of keyboard entry is cumbersome especially in the current rapid development of mobile communication. The ability to develop a human machine interface capable of accepting the user''s spoken dialog will fulfill the optimal dialog model desired by information suppliers. This dialog model includes the features to automatically recognize the user''s spoken language, and to synthesize voice for transformation of alphanumeric data into voice information. The objective of this work is to integrate speech recognition and synthesis. The integration of speech recognition and synthesis in this research is based on VoiceXML language specification, a technology jointly developed by IBM, AT&T, Lucent, Motorola, and other companies to allow consumers surf the web by means of voice interaction. The most notable advantage of the specification published by W3C is easy integration of Automatic Speech Recognition and Synthesis, and easier control and arrangement of dialog flow. These features make it suitable for developing voice application languages. To make voice applications more flexible, JSP language is utilized to dynamically generate VoiceXML files. This combination will enable more effective and more flexible development of voice applications. In this work we discuss VoiceXML language grammar rules,and articulate the interrelations of each dialog control elements. In-depth discussion on the related technologies supported by J2EE, especially the combined application of JSP and JavaBeans, enables more dynamic application of these related languages in developing voice application systems. Finally we discuss the design concepts of voice user interface, and analyze the structure of dialog flow. We compile a popular standard dialog control model and integrate it in a VoiceXML aided design network. It allows designers to conveniently query the needed design information and to apply the standard model, and to provide a real test environment to facilitate development of voice application systems. In our experiments we apply the research on related languages as described above by constructing an automatic Voice Response Central System for computer training courses to verify our research results, and build a Interactive Voice Response Central System with function of Speech Recognition and Synthesis using VoiceXML as the development language.
34
Gunawardena, Subodha. "Voice Capacity and Data Response Time in Cognitive Radio Networks". Thesis, 2013. http://hdl.handle.net/10012/7536.
Testo completoAbstract (sommario):
The growing interest towards wireless communication services over the recent years has increased the demand for radio spectrum. Inefficient spectrum management together with the scarcity of the radio spectrum is a limiting factor for the development of modern wireless networks. As a solution, the idea of cognitive radio networks (CRNs) is introduced to use licensed spectrum for the benefit of the unlicensed secondary users. However, the preemptive priority of the licensed users results in random resource availabilities at the secondary networks, which makes the quality-of-service (QoS) support challenging. With the increasing demand for elastic/interactive data services (internet based services) and wireless multimedia services, QoS support becomes essential for CRNs. This research investigates the voice and elastic/interactive data service support over CRNs, in terms of their delay requirements. The packet level
requirements of the voice service and session level delay requirements of the elastic/interactive data services are studied. In particular, constant-rate and on-off voice traffic capacities are analyzed over CRNs with centralized and distributed network coordination. Some generic channel access schemes are considered as the coordination mechanism, and call admission control algorithms are developed for non-fully-connected CRNs. Advantage of supporting voice traffic flows with different delay requirements in the same network is also discussed. The mean response time of the elastic data traffic over a centralized CRN is studied, considering the shortest processor time with and without preemption and shortest remaining processor time service disciplines, in comparison with the processor sharing service discipline. Effects of the traffic load at the base station and file length (service time requirement) distribution on the mean response time are discussed. Finally, the relationship between the mean response times
of interactive and elastic data traffic is studied.
35
Chung, Ruey-Huah, e 鍾瑞華. "A Data Mining Based Approach to Interactive Voice Response System in Call Center – As an Example of Banking". Thesis, 2006. http://ndltd.ncl.edu.tw/handle/04356185054261033580.
Testo completo
36
Veiga, Hugo Alexandre Carvalheira. "A comprehensive IVR (Interactive Voice Response) analysis model using online analytical processing (OLAP) on a multidimensional data cube". Master's thesis, 2014. http://hdl.handle.net/10400.6/5839.
Testo completoAbstract (sommario):
Private Branch eXchange (PBX) is a tool indispensable in the business world. The telephone exchanges allow employees to perform internal connections between telephones, or make calls to the external network also known as Public Switched Telephone Network (PSTN). With increasing Internet usage, there is interest in understanding what services are offered. Enterprise Courier is a commercial Internet Protocol Private Branch eXchange (IP PBX) based on open source Asterisk web-based PBX software for Linux, which supports multiple protocols and services, like Interactive Voice Response (IVR). Cisco Unified Communications Manager (CUCM) or CallManager, is a software based call-processing system (IP PBX) developed by Cisco Systems. CUCM tracks all active Voice over IP (VoIP) network components; including phones, gateways, conference bridges, among others. IVR is part of the Academic Services costumer contact and ticketing of University of Beira Interior (UBI). IVR monitoring and analysis are essential for effective operation and resource management, in particular, multidimensional analysis for long-term data is necessary for comprehensive understanding of the trend, the quality of customer service and costumer experience. In this paper, we propose a new IVR analysis model for large volumes of IVR data accumulated over a long period of time. The IVRCube proposed is an analysis model using online analytical processing (OLAP) on a multidimensional data cube that provides an easy and fast way to construct a multidimensional IVR analysis system for comprehensive and detailed evaluation of long-term data. The feasibility and applicability are validated, as the proposed IVRCube analysis model is implemented and applied to Academic Services costumer contact and ticketing IVR data.A Private Branch eXchange (PBX) é uma ferramenta indispensável no mundo dos negócios. As centrais telefónicas permitem que os funcionários realizem chamadas internas entre telefones, ou façam chamadas para a rede externa, também conhecida como Public Switched Telephone Network (PSTN). Com o aumento sistemático da utilização da Internet, há um interesse acrescido em entender quais os serviços que são oferecidos nas redes baseadas em Internet Protocol (IP). Um destes serviços é o Voice over IP (VoIP). O Enterprise Courier é um software IP PBX comercial para VoIP baseado na aplicação de código aberto Asterisk, que opera sobre Linux. O IP PBX Enterprise Courier suporta vários protocolos e serviços, por exemplo o Interactive Voice Response (IVR). O Cisco Unified Communications Manager (CUCM) também chamado de CallManager, é um sistema de processamento de chamadas IP, ou IP PBX, desenvolvido pela Cisco Systems. O CUCM permite fazer a gestão e operação de todos os componentes ativos de voz, incluindo telefones, gateways, equipamentos de conferência entre outros. Estes sistemas coexistem na rede de gestão de comunicações de voz da Universidade da Beira Interior (UBI), sendo que o sistema automatizado utilizado para o encaminhamento de chamadas dos Serviços Académicos na UBI utiliza a tecnologia IVR. Este serviço da UBI é uma das formas que os clientes da Universidade (alunos e não alunos) têm para obter informações e resolver questões de forma rápida e simples usando o telefone. Por ser um importante ponto de interface entre a universidade e a comunidade, a monitorização e análise de desempenho do IVR são essenciais para o funcionamento eficaz e gestão de recursos humanos atribuídos a este serviço, o que torna a tarefa de extrair os dados do sistema de VoIP e apresentá-los de forma a poder extrair deles informação útil à gestão, o centro deste trabalho de investigação. Para a análise dos dados, foi usada uma técnica de análise multidimensional de dados a longo prazo, necessária para uma compreensão abrangente da evolução e qualidade de serviço prestada ao cliente tendo como objetivo a melhor experiência possível por parte do cliente. Neste trabalho, propomos um novo modelo de análise de IVR para grandes volumes de dados acumulados ao longo de um extenso período de tempo. O IVRCube é um modelo de análise utilizando online analytical processing (OLAP) num cubo de dados multidimensional que fornece uma forma fácil e rápida de construir um sistema de análise multidimensional para avaliação exaustiva e pormenorizada dos dados ao longo do tempo. A viabilidade e aplicabilidade deste modelo são validadas, uma vez que o modelo de análise IVRCube proposto é implementado e aplicado ao serviço de contacto telefónico (IVR) dos Serviços Académicos da UBI.
37
Mehra, Gaurav. "Developing and testing an effective interactive voice response (IVR) system for the Workers’ Compensation Board of British Columbia". Thesis, 1999. http://hdl.handle.net/2429/9198.
Testo completoAbstract (sommario):
This thesis was the result of a study conducted for the call-centre at the Workers'
Compensation Board of British Columbia (WCB). The management at WCB wanted to
understand the nature and pattern of calls at their newly opened call-centre. The purpose
of this was to provide an efficient customer service while streamlining the flow of calls
coming to the call-centre.
An extensive data collection exercise was undertaken at the call-centre and two other
units of WCB with which the call-centre interacts. The data analysis revealed that a
high proportion of calls were related to transfers to these departments. There were also
calls related to routine inquiries on claim payment cheques and forms that could
potentially be handled by a well designed IVR system.
Based on this understanding the development of an effective IVR system was proposed to
address the problems that were discovered through documenting the nature and pattern of
calls. An extensive review of literature was undertaken to design a new system according
to the standard industry guidelines suggested by the best practices and customized to
WCB's business needs. Two alternate scripts were developed after analysing the source
and purpose of calls to WCB. One was 'person specific' and the other was 'task specific'.
The two scripts were tested on students at WCB through a computer-based IVR
simulation. The results of the student survey provided evidence that introducing
additional options and use of simple and clear instructions in the new scripts could
potentially in fact address the problems discovered in the study and they were preferred
over the existing WCB script. The IVR simulation is reconfigurable and can be used in
future studies to gather further evidence in support of the results obtained in this thesis as
well as refine scripts before putting them in a production mode.
38
Liu, Yen-Ling, e 劉妍伶. "USING “INFORMATION SYSTEM SUCCESS MODEL” AND “TECHNOLOGY ACCEPTANCE MODEL” TO EXPLAIN THE USAGE BEHAVIOR OF THE “INTERACTIVE VOICE RESPONSE”". Thesis, 2017. http://ndltd.ncl.edu.tw/handle/41896269771785665650.
Testo completoAbstract (sommario):
碩士大同大學
事業經營學系(所)
105
With the development of information technology, customer post-purchase service have become from the traditional face-to-face direct service to the indirect service which based on information system. The information system service (e.g., interactive voice response) may not only bring the convenience to customers and induce customers’ satisfaction, but may help firms to facilitate the effectiveness of customer relationship management. This study aimed to use “Information System Success Model” and “Technology Acceptance Model” to integrate the antecedences of customers’ interactive voice response usage behavior. A survey was conducted by using convenience sampling to test the hypotheses. This study targeted the customers who ever used the interactive voice response as research samples. Totally, 250 valid questionnaires were collected. The research results verified that the “system quality”, “information quality”, and “service quality” of interactive voice responses significantly and positively influence “usage attitude” and “usage intention”. Besides, “perceived ease of usage” and “perceived usefulness” of interactive voice responses significantly and positively influence “usage attitude” and “usage intention”. Finally, the “usage attitude” of interactive voice responses significantly and positively influence “usage intention”.
39
Hsieh, Chinglin, e 謝靜琳. "Data Mining in the Application of Interactive Voice Response System - Results from a Bank’s Credit Card Call Center in Taipei". Thesis, 2007. http://ndltd.ncl.edu.tw/handle/17472927703087488316.
Testo completoAbstract (sommario):
碩士輔仁大學
管理學研究所
95
The establishment of call centers in the banking industry has developed rapidly in recent years. According to a study by Purdue University, the average labor accounts over 60% of the total cost of the call center in a bank. Accordingly, banks are focused on decreasing the manpower required to operate their call centers. In order to reach this goal, many banks choose to establish the IVR system in their call center to receive customers’ phone calls automatically, instead of hiring customer service personnel to answer the phone calls manually. However, most IVR systems seem to be built with complicated options that easily cause inconvenience for the customers. In these cases, rather than playing an efficient role to assist the call center in the bank, the IVR may result in the loss of customers, due to the IVR’s complication and inconvenience to the customers. Therefore, it is essential for the bank to identify those target customers who may use the IVR system, in order to better design the IVR system in the call center. This study uses data mining classification techniques during to identify the factors which may influence the bank customers in using the IVR system as well as their characteristics. The results showed assist banks to facilitate the promotion and increasing the efficiency of the IVR systems.
40
Holmes, Danae. "Vote-By-Phone: Usability of an IVR Voting System with Adjustable Audio Speed". Thesis, 2013. http://hdl.handle.net/1911/71967.
Testo completoAbstract (sommario):
Currently, there is a lack of usable, remote, and accessible voting technologies that must be addressed. An interactive voice response (IVR) system is one potential solution to this problem, due to its capability of remote use and its audio interface, which is very beneficial for those who are visually impaired. An IVR voting system developed by Holmes and Kortum (2011) was fitted with a synthetic voice and an audio speed adjustment feature for increased accessibility and usability, especially for blind voters (Piner, 2011). This system was tested on the three ISO 9241-11 usability metrics (ISO 9241-11, 1998), efficiency (time to complete a ballot), effectiveness (accuracy), and satisfaction (subjective usability) and compared with the usability of other voting methods in an attempt to determine its viability as a voting method. The usage of the accessibility feature was also examined. Results showed that the IVR voting system is comparable with other voting methods in terms of usability. Results also showed a noticeable portion of non-visually impaired participants utilized the accessibility feature.
41
Hsieh, Kuo-Feng, e 謝國豐. "Analyzing the User’s Behavioral Intention to Accept the Interactive Voice Response System of Call Center - Take the ChungHwa Telecom 123 Service Lines as An Example". Thesis, 2008. http://ndltd.ncl.edu.tw/handle/12666548689377032911.
Testo completoAbstract (sommario):
碩士開南大學
物流與航運管理學系
97
Customer's service centre (Call Center) It is an enterprise that understands market present situation and maintains customer's relation best channel. When being in the customer service centre of customer's calls , It is an Interactive Voice Response system (IVR) that serves the customer to reply the system at first . Because too many business projects, Because of business item being too many, in addition, the pronunciation procedure is simple and easy to use to design incompletely, cause users to wonder how to operate and hang up the telephone of serving. So if can think in terms of user which key factors can influence users to continue using the service of the customer service centre? IVR will take the extremely important role. This research is by way of Technology Acceptance Model ( TAM) Based on. combination Subjective Norm of the (Theory of Reasoned Action, TRA), probe into three hundred fifty Chunghwa Telecom customers and face acceptance degrees of sample investigation of going on that Service center to 123 call center sevices, retrieve two hundred twenty eight shares of effective questionnaire. And through the (Structural Equation Modeling, SEM ) with the statistical analysis of LISREL software. The result of study is found, user's influence factor to the service of the pronunciation: The Attitude Toward Using, Subjective Norm can predict the Behavior Intention to Use effectively, among them the strongest with the prediction strength of the Attitude Toward Using, secondly it is a Subjective Norm; Getting Perceived Usefulness with Perceive Ease of Use can predict Attitude Toward Using and Perceive Ease of Use prediction strength than Perceived Usefulness high effectively. This research faces and analyses from the user that uses the pronunciation to serve the systematic influence factor, and an basis consulted of person who does this result as channeling into or popularizing the customer service system soon telecommunication industry.
42
Calabrese, Viviane. "Étude du mécanisme de régulation de la sénescence et de p53 par la protéine SOCS1". Thèse, 2012. http://hdl.handle.net/1866/6306.
Testo completoAbstract (sommario):
Les mécanismes cellulaires anti-prolifératifs, lesquels comprennent l’apoptose, aussi appelée la mort cellulaire programmée, l’arrêt transitoire du cycle cellulaire et la sénescence, permettent à la cellule de prévenir, en réponse à différents stress, l’accumulation de mutations pouvant conduire à une prolifération incontrôlée et, éventuellement, au développement d’une tumeur. La régulation de ces différents mécanismes requiert l’activation de protéines appelées des suppresseurs de tumeur, dont le principal est p53. p53 est un facteur de transcription dont la stabilisation et l’activation conduit à une hausse de l’expression de gènes directement impliqués dans l’arrêt de la prolifération. Au cours des dernières années, l’ensemble des travaux sur p53 ont permis de mettre en évidence la complexité de sa fonction, de même que la multitude de voies de signalisation et de protéines avec lesquelles il coopère pour maintenir l’intégrité du génome. De ce fait, l’étude des mécanismes d’activation de p53 est de mise pour la compréhension de sa régulation et, éventuellement, pour la prévention et l’élaboration de nouvelles stratégies de traitement contre le cancer.
L’objet de cette thèse est la mise en évidence d’un mécanisme d’activation de p53 et de la sénescence par la protéine SOCS1, un suppresseur de la signalisation par les cytokines. Ce mécanisme implique une interaction directe entre les deux protéines, plus précisément entre le domaine SH2 de SOCS1 et le domaine de transactivation de p53. SOCS1 interagit également, au niveau de son SOCS Box, avec les kinases ATM et ATR de la voie du dommage à l’ADN de façon à faciliter la phosphorylation de p53 en sérine 15. Ainsi, en interagissant à la fois avec p53 et ATM/ATR, SOCS1 contribue à la stabilisation et à l’activation de p53. En accord avec ce modèle, l’inhibition de SOCS1 dans des fibroblastes humains normaux tend à diminuer le nombre de cellules sénescentes suite à l’expression de l’oncogène ca-STAT5A et à réduire l’accumulation nucléaire de p53 dans ces cellules. De la même façon, les lymphocytes T provenant de souris Socs1-/-Ifnγ-/- sont moins susceptibles d’entrer en apoptose que les lymphocytes provenant de souris Socs1+/+Ifnγ+/+, suite à une exposition à des radiations. Dans les deux contextes, on observe une baisse de l’expression des gènes cibles de p53, ce qui démontre que SOCS1 est impliquée dans l’activation de p53 in vivo.
Cette thèse a également pour but de mettre en évidence l’implication de SOCS1 dans l’activation d’autres facteurs de transcription et, par le fait même, de démontrer qu’elle peut agir comme un régulateur plus général de la transcription. Une étude approfondie de l’interaction entre SOCS1 et p53 a permis de démontrer que le domaine de transactivation II de p53 (acides aminés 36-67) est suffisant pour l’interaction. Plus précisément, il semble que le tryptophane 53 (W53) et la phénylalanine 54 (F54) sont les principaux résidus impliqués. Une analyse structurale de ce domaine de p53 a conduit à l’identification d’un motif conservé dans plusieurs autres facteurs de transcription pourvus d’un domaine de transactivation acide, dont p63, p73 et E2F1. En accord avec ces résultats, SOCS1 est en mesure d’interagir avec chacune des deux protéines. Ainsi, la capacité de SOCS1 d’interagir et de réguler l’activité de p53 peut s’étendre à d’autres facteurs de transcription.
En terminant, le mécanisme présenté dans cette thèse contribue à la compréhension de la régulation de p53, le principal suppresseur de tumeur de la cellule. De plus, il met en évidence une nouvelle fonction de SOCS1, laquelle était jusqu’alors essentiellement connue pour inhiber la voie de signalisation JAK/STAT. Ce nouveau rôle pour SOCS1 permet d’expliquer de quelle manière une activation aberrante de la signalisation par les cytokines peut déclencher la sénescence ou l’apoptose. Enfin, le fait que SOCS1 puisse réguler différents facteurs de transcription permet de la qualifier de régulateur général des facteurs de transcription composés d’un domaine de transactivation acide.In response to different stress, three anti-proliferative mechanisms, namely apoptosis, also called programmed cell death, transient growth arrest and senescence, prevent the cells from cumulating mutations that can lead to uncontrolled proliferation and, eventually, to tumor development. Regulation of these mechanisms requires the activation of proteins called tumor suppressors. One of them, p53, is a transcription factor whose stabilization and activation lead to an increase in expression of genes directly implicated in cell cycle arrest. In the past years, studies about p53 showed how much its function is complex and with how many signaling pathways and proteins it cooperates to maintain genome integrity. Thus, studying the activation mechanisms of p53 is essential to understand its regulation and, thereby, to prevent tumor development and to elaborate new strategies for cancer treatment. The first aim of this thesis is to show a new activation mechanism of p53 and of senescence by the protein SOCS1, a suppressor of cytokine signaling. This mechanism implies a direct interaction between the two proteins, specifically between the SH2 domain of SOCS1 and the N-terminal transactivation domain of p53. SOCS1 also interacts with the DNA damage-regulated kinases ATM and ATR via its C-terminal domain, which contains a SOCS Box, to facilitate the phosphorylation of p53 on its serine 15. Thus, by interacting at the same time with p53 and ATM, SOCS1 contributes to stabilization and activation of p53. In accordance with this model, SOCS1 inhibition in human normal fibroblasts decreases the number of senescent cells in which the activated oncogene STAT5A is expressed and reduces p53 nuclear accumulation in these cells. In the same way, T cells from Socs1-/-Ifnγ-/- mice are less likely to undergo apoptosis than T cells from Socs1+/+Ifnγ+/+ mice, after exposure to γ radiation. In both contexts, the expression of p53 target genes is decreased, which indicates that SOCS1 is implicated in p53 activation in vivo. This thesis also aims to show the role of SOCS1 in the activation of other transcription factors and, thereby, to show that it can act as a more general regulator of transcription. A detailed study of the interaction between SOCS1 and p53 showed that the transactivation domain II of p53 (amino acids 36-67) is sufficient for the interaction. Specifically, it seems that tryptophan 53 (W53) and phenylalanine 54 (F54) are essential for the interaction. A structural analysis of this p53 region highlights an acid transactivation domain actually conserved in many others transcription factors, such as p63, p73 and E2F1. In accordance with this observation, SOCS1 is able to interact with both proteins. Thus, the capacity of SOCS1 to interact with p53 and to regulate its activity may extend to other transcription factors. The mechanism showed in this thesis contributes to the understanding of p53 regulation and highlights a new function for the SOCS1 protein. Indeed, until now, SOCS1 was mostly known to be a negative regulator of the JAK/STAT pathway. Moreover, this new role for SOCS1 explains how an aberrant cytokine signaling can trigger senescence or apoptosis. Finally, the fact that SOCS1 can regulate different transcription factors allows us to consider it as a general regulator of transcription factors containing an acid transactivation domain.