Abstract
In the call center which is core of contact channel of enterprise, ARS is important component because of customer can use self service without human agent. But, ARS has a limitation of user interface because of using telephone base on the voice. Especially, the usability of the user is severly hindered because it is difficult to move between menus because of a specific character of VUI(Voice user interface) on ARS. So, in this paper, we suggest an ARS menu recommendation system to improve the usability and customer satisfaction. In this paper, we used association rule and pearson corelation coefficients to recommend ARS menu, and verified the efficiency via real call center ARS logs.
| Translated title of the contribution | A Study of an ARS Service Recommendation System Using Association Rule |
|---|---|
| Original language | Korean |
| Pages (from-to) | 127-136 |
| Number of pages | 10 |
| Journal | 한국정보기술학회논문지 |
| Volume | 14 |
| Issue number | 3 |
| DOIs | |
| State | Published - Mar 2016 |