Telecom Paper --

Use of Interactive Voice Response in Interactive Reality Learning & Management

Introduction

Most of the organizations are having more than hundred call centre related applications to support its external and internal communication. This document aims to provide some key inputs to assess the current learning mode and recommend industry best practices to improve effectiveness of the learning curve and enhance end-user experience.

The sensation of a technology lies in its simplicity. Any technology that is easy to implement, easy to learn, available without difficulty, robust, scalable, customisable and omnipresent will evolve very fast. The end user of any technology is extremely tricky to please and wants much more in a single device than ever before. With the evolution of many technologies the end product is becoming very complex. The one user might find a technology very easy to use while the same technology might go over the head of other. Technology should be such that it should always assist the end user, without putting any load on the purse of the product user. Further, technology should be very cost effective, so that it can be universally appealable.

IVR [1] technology is one that is related to the masses in general or can affect the masses on a larger scale. This technology can dramatically improve the efficiency and productivity of the school's administrative personnel while providing a flexible and cost-effective service to students/parents.
Giving Education to school children’s, Institute scholars, information about progress of student to Parents is one such problem. Through this prepare I am going to present an insight of IVR technology that can be used for interactive learning.

First let us define basic IVR terminology:

IVR – Interactive Voice Response applications allows customers to call and navigate through various self service options like - to check account related information, pay bills, order service etc. Now the questions arises “Is IVR applications can be used in education system?” The answer to this question is “YES”

IVR applications can be built for multiple functionalities which is not limited to :

• Homework helpline
  
• Pay school/Institute fees through credit/debit cards
  
• School information on forthcoming events - allows parents access to the latest school activities more conveniently
  
• Exam schedules
  
• Exam results
  
• Offer details of courses/subjects offered in various Institutes under particular university
  
• Taking online exams
  
• Talk to teachers/lecturers
  
• Self study/evaluation

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Study done by :

Akhil Mittal,
Technology Analyst,
Infosys Technologies Limited

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