ISCA Archive Interspeech 2008
ISCA Archive Interspeech 2008

How do the elderly talk to a natural language call routing system?

Knut Kvale, Ragnhild Halvorsrud

This paper investigates spontaneous utterances in response to a telecom IVR prompting the caller with "Please tell me in a few words what your inquiry is about". In responses from a typical caller base (n=29830, age-mixed) the median utterance length was 3 words. A qualitative analysis (n=74) of senior speakers (age 70+) and adult speakers (age 50 and below) revealed that seniors were significantly more verbose (median of 11 and 3 words per utterance, respectively). The seniors generally expressed themselves more formally than those below 50. Our findings suggest that some seniors confuse the IVR with a telephone answering machine.


doi: 10.21437/Interspeech.2008-159

Cite as: Kvale, K., Halvorsrud, R. (2008) How do the elderly talk to a natural language call routing system? Proc. Interspeech 2008, 530-533, doi: 10.21437/Interspeech.2008-159

@inproceedings{kvale08_interspeech,
  author={Knut Kvale and Ragnhild Halvorsrud},
  title={{How do the elderly talk to a natural language call routing system?}},
  year=2008,
  booktitle={Proc. Interspeech 2008},
  pages={530--533},
  doi={10.21437/Interspeech.2008-159}
}