Siddhartha Asthana
Pushpendra Singh
Amarjeet Singh
ABSTRACT
Increasing use of telephone devices has made the Interactive Voice Response (IVR), a technology for accessing information over phone, popular among the commercial organizations. IVR systems are used for critical applications like flight reservation, tele-banking, etc. which requires to have well tested IVR systems. Manual testing of an IVR application requires dialing number, listening and responding to voice prompts through key-press or speech.
Automating the tests for IVR applications requires mimicking the user behavior. We present MockTell, a generic tool for call emulation with ability to mimic user behavior. MockTell uses data generated from real world calls for call emulation that helps in optimizing and evaluating the performance of IVR applications. MockTell also allows simulation of calls to provide further testing of system.
- Asthana, S., Singh, P., Kumaraguru, P., Singh, A., and Naik, V. Tring! tring! - an exploration and analysis of interactive voice response systems. 4th International Conference on Human Computer Interaction (IndiaHCI), Pune, India (2012).Google Scholar
- Asthana, S., Singh, P., and Singh, A. A case for adaptive interface for interactive voice response system. ACM DEV'13: Proceedings of the 3rd ACM Symposium on Computing for Development (2013). Google ScholarDigital Library
- Eckert, W., Levin, E., and Pieraccini, R. User modeling for spoken dialogue system evaluation. In Proc. IEEE ASR Workshop (1997), 80--87.Google ScholarCross Ref
- Perugini, S., Anderson, T. J., and Moroney, W. F. A study of out-of-turn interaction in menu-based, IVR, voicemail systems. In Proceedings of the SIGCHI conference on Human factors in computing systems, CHI '07, ACM (New York, NY, USA, 2007), 961--970. Google ScholarDigital Library
Index Terms
- MockTell: exploring challenges of user emulation in interactive voice response testing
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