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MockTell: exploring challenges of user emulation in interactive voice response testing

Authors:

Siddhartha Asthana,

Pushpendra Singh,

Amarjeet SinghAuthors Info & Claims

ICPE '13: Proceedings of the 4th ACM/SPEC International Conference on Performance Engineering

Pages 427 - 428

https://doi.org/10.1145/2479871.2479939

Published: 21 April 2013 Publication History

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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.

References

[1]

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

[2]

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).

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Google Scholar

[3]

Eckert, W., Levin, E., and Pieraccini, R. User modeling for spoken dialogue system evaluation. In Proc. IEEE ASR Workshop (1997), 80--87.

Crossref

Google Scholar

[4]

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.

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Cited By

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Asthana SSingh P(2015)Maareech: Usability Testing Tool for Voice Response System Using XML Based User ModelsDesign, User Experience, and Usability: Design Discourse10.1007/978-3-319-20886-2_10(101-112)Online publication date: 21-Jul-2015
https://doi.org/10.1007/978-3-319-20886-2_10
Asthana SSingh PSingh A(2013)Assessing designs of interactive voice response systems for better usabilityProceedings of the Second international conference on Design, User Experience, and Usability: design philosophy, methods, and tools - Volume Part I10.1007/978-3-642-39229-0_21(183-192)Online publication date: 21-Jul-2013
https://dl.acm.org/doi/10.1007/978-3-642-39229-0_21

Index Terms

MockTell: exploring challenges of user emulation in interactive voice response testing
1. Software and its engineering
  1. Software creation and management
    1. Software verification and validation
      1. Software defect analysis
        Software testing and debugging

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Information & Contributors

Information

Published In

ICPE '13: Proceedings of the 4th ACM/SPEC International Conference on Performance Engineering

April 2013

446 pages

ISBN:9781450316361

DOI:10.1145/2479871

Editor:
Seetharami Seelam
IBM T.J. Watson Research Center, USA
,
General Chairs:
Petr Tůma
Charles University, Czech Republic
,
Giuliano Casale
Imperial College London, UK
,
Program Chairs:
Tony Field
Imperial College London, UK
,
José Nelson Amaral
University of Alberta, Canada

Publisher

Association for Computing Machinery

New York, NY, United States

Publication History

Published: 21 April 2013

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ICPE'13

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ICPE'13: ACM/SPEC International Conference on Performance Engineering

April 21 - 24, 2013

Prague, Czech Republic

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ICPE '13 Paper Acceptance Rate 28 of 64 submissions, 44%;

Overall Acceptance Rate 252 of 851 submissions, 30%

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Cited By

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Asthana SSingh P(2015)Maareech: Usability Testing Tool for Voice Response System Using XML Based User ModelsDesign, User Experience, and Usability: Design Discourse10.1007/978-3-319-20886-2_10(101-112)Online publication date: 21-Jul-2015
https://doi.org/10.1007/978-3-319-20886-2_10
Asthana SSingh PSingh A(2013)Assessing designs of interactive voice response systems for better usabilityProceedings of the Second international conference on Design, User Experience, and Usability: design philosophy, methods, and tools - Volume Part I10.1007/978-3-642-39229-0_21(183-192)Online publication date: 21-Jul-2013
https://dl.acm.org/doi/10.1007/978-3-642-39229-0_21

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Design and evaluation of adaptive interfaces for IVR systems

Implement VoIP Based IP Telephony with Open Source Asterisk Architecture

Assessing designs of interactive voice response systems for better usability