Interactive Voice Response Mashup System for Service Enhancement
Imran Ahmed and Sunil Kumar Kopparapu
Affiliation: TCS Innovation Labs Mumbai, Tata Consultancy Services Limited, Yantra Park, Thane(W) 400601, India.
Keywords: IVR Mashup, User experience, Telephony channel, service integration.
Mashup service is common in the realm of web development. Mashup, generally, is a web page that sources
two or more data sources to create a new and an improved service. While mashup service is a common phenomenon in the
web development scenario, there is no such mashup for services that are based on voice user interface in the Interactive
Voice Response (IVR) systems. IVR based telephony services have been popular because they are an easy and a
convenient means to inquire, seek information or book services. At the same time frequently used service, like taxi usually
has multiple service operators. Though the Same Service is provided by Multiple Operators (SSMO) to the end user, their
access points are different and require the user to choose a particular service operator to call. Unlike a web portal or a web
mashup, there is no way for the user to comparatively and simultaneously check the offerings from SSMO and choose the
best among them. This paper describes a novel approach, based on a recent patent, to create a mashup service by
integrating two or more IVR services.
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