Implementation of interactive voice response (IVR) in directory assistance systems : a case study of TOT Corporation Public Company Limited | |
| Author | Nantawan Arayawut |
| Call Number | AIT RSPR no.SM-03-37 |
| Subject(s) | Interactive computer systems Directory services (Computer network technology) |
| Note | A research study submitted in partial fulfillment of the requirements for the degree ofMaster of Business Administration, School of Management |
| Publisher | Asian Institute of Technology |
| Series Statement | Research studies project report ; no. SM-03-37 |
| Abstract | TOT Corporation Public Company Limited (TOT), who is a major provider of telephone services in Thailand, has continuously focused on improving its services and company management to maximize the efficiency of the services. As a result, TOT has tried to deploy new technologies as a tool of management to improve its service operations efficiently. Recently TOT has supplemented the old telephone directory system, -Computerized Directory Assistance System (CDAS), with a new telephone directory system, -Directory Assistance System (DAS). The TOT Call Center, which can be accessed using a special number '1133' for DAS. The Interactive Voice Response (IVR) is one of the various powerful teclmology components for automatically providing telephone directory information especially telephone number listing. The IVR system is implemented with the purpose of improving the service operators' efficiency and to better satisfy the callers/users. The purpose of this research is to evaluate the customer satisfaction level and service operator efficiency on the implementation of IVR in TOT Directory Assistance System. The data were collected by surveying 200 users and asked them to rate their satisfaction on IVR service. The results show that most respondents rated satisfaction on overall IVR system services between fair and good and the respondents' characteristics, - frequency of using the system-, has statistical effects on their satisfaction rating. Recommendations of this study are recommendations on technology, -implementing the other voice functions-, DAS Call Center services, - implementing more services-, and management- change status of terminals during peak hours-. |
| Year | 2003 |
| Corresponding Series Added Entry | Asian Institute of Technology. Research studies project report ; no. SM-03-37 |
| Type | Research Study Project Report (RSPR) |
| School | School of Management (SOM) |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Business Administration (MBA) (Publication code=SM) |
| Chairperson(s) | Donyaprueth Krairit |
| Examination Committee(s) | Sununta Siengthai;Singha Chiamsiri |
| Scholarship Donor(s) | TOT Corporation Public Company Limited |
| Degree | Research report (M.Sc.) - Asian Institute of Technology, 2003 |