Mediated Communication and Customer Service Experiences

People around the world who seek to interact with large organisations increasingly find they must do so via mediated and automated communication. Organisations often deploy both mediated and automated platforms, such as instant messaging and interactive voice response systems (IVRs), for efficiency and cost-savings. Customer and client responses to these systems range from delight to frustration. To better understand the factors affecting people's satisfaction with these systems, we conducted a representative U.S. national survey (N = 1321). We found that people overwhelmingly like and trust in-person customer service compared to mediated and automated modalities. As to demographic attitude predictors, age was important (older respondents liked mediated systems less), but income and education were not strong attitude predictors. For personality variables, innovativeness was positively associated with mediated system satisfaction. However, communication apprehensiveness, which we expected to be related to satisfaction, was not. We conclude by discussing implications for the burgeoning field of human-machine communication, as well as social policy, equity, and the pullulating digital services divide.

Interactive Voice Response systems for informing citizens about the COVID-19 pandemic: A study on Brazil's Disque Saúde

In order to slow down the spread of the coronavirus SARS-CoV-2, it is vital to adopt measures to inform citizens about preventive actions. Such an operation requires a wide-ranged system that comprises a variety of interfaces as channels between citizens and healthcare authority’s information services. Amongst such interfaces, the Interactive Voice Response (IVR) systems can present benefits for informing citizens about the pandemic. Although the literature shows that IVR systems have been used for healthcare, the extent of the COVID-19 pandemic demands new examinations on the role of IVR systems on a multiplatform system for delivering information. This paper aimed to identify gaps and opportunities for the use of IVR systems to inform citizens about the COVID-19 pandemic. A case study was conducted by mapping the Brazilian Ministry of Healthcare’s channels of information about the coronavirus and analyzing the Disque Saúde IVR system – a phone-based ombudsman channel - based on literature recommendations. The results showed that while IVR systems have great potential for accessibility, it is essential that all types of information are available and continuously updated for citizens. Furthermore, the vast and mutable availability of information in a pandemic scenario may be a challenge for the usability of such systems.

Personal Power and Agency When Dealing with Interactive Voice Response Systems and Alternative Modalities

In summer 2015, we conducted an exploratory study of how people in the U.S. use and respond to robot-like systems in order to achieve their needs through mediated customer service interfaces. To understand this process, we carried out three focus groups sessions along with 50 in-depth interviews. Strikingly we found that people perceive (correctly or not) that interactive voice response customer service technology is set up to deter them from pursuing further contact. And yet, for the most part, people were unwilling to simply give up on the goals that motivated their initial contact. Consequently, they had to innovate ways to communicate with the automated systems that essentially serve as gatekeepers to their desired ends. These results have implications for communication theory and system design, especially since these systems will be increasingly presented to consumers as social media affordances evolve.

Computer-delivered cognitive-behavioural treatments for obsessive compulsive disorder: preliminary meta-analysis of randomized and non-randomized effectiveness trials

Cognitive behavioural treatments (CBTs) are well-established for obsessive compulsive disorder (OCD). However, few patients receive CBT, due to factors like geographical limitations, perceived stigmatization, and lack of CBT services. Some evidence suggests that computer-delivered cognitive-behavioural treatments (CCBTs) could be an effective strategy to improve patients’ access to CBT. To date a meta-analysis on effectiveness of CCBTs for OCD has not been conducted. The present study used meta-analytical techniques to summarize evidence on CCBTs for OCD on OCD and depression symptom outcomes at post-treatment and follow-up. A meta-analysis was conducted according to PRISMA guidelines. Treatments were classified as CCBTs if including evidence-based cognitive-behavioural components for OCD (psychoeducation, exposure and response prevention, cognitive restructuring), delivered through devices like computers, palmtops, telephone-interactive voice-response systems, CD-ROMS, and cell phones. Studies were included if they used validated outcomes for OCD. Eight studies met inclusion criteria (n= 392). A large effect favouring CCBTs over control conditions was found for OCD symptoms at post-treatment (d= 0.82,p= 0.001), but not for depression symptom outcomes (d= 0.15,p= 0.20). Theoretical implications and directions for research are discussed. A larger number of randomized controlled trials is required.