Practical considerations to IVVR based ARS service creation

Interactive voice response (IVR) is an automated telephony that interacts with callers by means of voice and touch tones, gathers information, provides responses in the form of voice, and routes calls to the appropriate recipient. Due to automated attendant, 24-hour operation, etc, IVR systems have been widely used in the field of telebanking, order, reservation, telemarketing, adult entertainment, information services, etc.As NGN and 3G networks has spread widely, IVR has evolved into IVVR (interactive voice and video response). IVVR based ARS (automated response system) services have better advantages than ¿VR based ones. By using video as well as voice, they can more easily deliver complex information, and help the hearing impaired. However, unlike IVR, there is few guidelines for IVVR since IVVR based ARS services are in the beginning roll-out phases. In this paper, we described the practical considerations to IVVR based ARS service creation, learned by experience of Asiana Airlines Inc. Various capabilities of video-call phones brought about some issues, and we provided some tips for the issues in this paper.