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mKRISHI: Simplification Of IVR Based Services For Rural Community

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Preetam MohnatyAuthors Info & Claims

IndiaHCI '14: Proceedings of the 6th Indian Conference on Human-Computer Interaction

Pages 154 - 159

https://doi.org/10.1145/2676702.2677201

Published: 07 December 2014 Publication History

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Abstract

Tele density in India stands at 904 million wireless subscribers as on March 2014[1]. This provides a bigger opportunity to roll out multiple services such as agriculture, healthcare, e-Governance, etc. But it offers lot of complexities and challenges such as--psychometric profile of the users, willingness, education level, device fragmentation, data network quality, etc. Also, 80% of Indian population have basic phones which can text and make calls[2]. Hence, we need to create "voice" based services on Interactive Voice Response (IVR) platform to reach out to such users.

IVR based mKRISHI® Lite agriculture advisory services were offered to farmers from four climatically vulnerable states of India. The users were of different age groups, income and education profile and also belonged to different ethnicity and culture. Their response to the system was analyzed over one year using system data and logs and independent surveys were conducted. The results were then implemented in the design. This enhanced the user comfort level by 1.6 times and reduced overall query-with-issues by 23%.

This paper captures the experience gained during the design improvement of the mKRISHI® IVR service.

References

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The Indian Telecom Services Performance Indicator Report January -March 2014. http://www.trai.gov.in/WriteReadData/PIRReport/Documents/Indicator%20Reports%20-%20Mar-14.pdf

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The Mobile Consumer: A Global snapshot "What type of devices we use". http://www.nielsen.com/content/dam/corporate/uk/en/documents/Mobile-Consumer-Report-2013.pdf

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IVR Features customers most want, Rodriquez, Christie, by SMUD (2009). http://www.publicpower.org/files/PDFs/Rodriquez,%20Christie%20-%20Improving%20Your%20Customer%27s%20Self%20Service%20Experience%20Through%20the%20Web%20and%20IVR.pdf

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Patel, N., Chittamuru, D., Jain, A., Dave, P., and Parikh, T. S., Avaaj otalo: a field study of an interactive voice forum for small farmers in rural india. In ACM conference on Human factors in computing systems, ACM (2010), 733--742.

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Sherwani, J., Ali, N., Mirza, S., Fatma, A., Memon, Y., Karim, M., Tongia, R., and Rosenfeld, R., Healthline: Speech-based access to health information by low-literate users. In IEEE Conference on Information and Communication Technologies and Development, IEEE (2007), 1 --9.

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Asthana et al., Tring! Tring! Usability Study of a Voice Based Information System, 2011. https://repository.iiitd.edu.in/jspui/bitstream/123456789/13/1/IIITD-TR-2011-011.pdf

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Cited By

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Pawar BVishwakarma HBhavsar KShinde SKimbahune S(2022)PIM2R: Packet interactive multi-media response for frugal, effective and scaled last mile connectivity2022 14th International Conference on COMmunication Systems & NETworkS (COMSNETS)10.1109/COMSNETS53615.2022.9668402(60-65)Online publication date: 4-Jan-2022
https://doi.org/10.1109/COMSNETS53615.2022.9668402
Jain MKumar PBhansali ILiao QTruong KPatel S(2018)FarmChatProceedings of the ACM on Interactive, Mobile, Wearable and Ubiquitous Technologies10.1145/32870482:4(1-22)Online publication date: 27-Dec-2018
https://dl.acm.org/doi/10.1145/3287048
Titiya MShah V(2018)Integration of RESTful Services in Agro Advisory SystemAdvanced Informatics for Computing Research10.1007/978-981-13-3140-4_3(23-34)Online publication date: 12-Dec-2018
https://doi.org/10.1007/978-981-13-3140-4_3

Index Terms

mKRISHI: Simplification Of IVR Based Services For Rural Community
1. Human-centered computing
  1. Human computer interaction (HCI)

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IndiaHCI '14: Proceedings of the 6th Indian Conference on Human-Computer Interaction

December 2014

184 pages

ISBN:9781450332187

DOI:10.1145/2676702

General Chairs:
Jyoti Kumar
Instrument Design Development Centre, IIT Delhi
,
P. Vigneswara Ilavarasan
Department of Management Studies, IIT Delhi
,
Program Chair:
Girish Dalvi
Industrial Design Centre, IIT Bombay

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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SIGCHI: ACM Special Interest Group on Computer-Human Interaction

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Association for Computing Machinery

New York, NY, United States

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Published: 07 December 2014

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IHCI '14: India HCI 2014

December 7 - 9, 2014

New Delhi, India

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Pawar BVishwakarma HBhavsar KShinde SKimbahune S(2022)PIM2R: Packet interactive multi-media response for frugal, effective and scaled last mile connectivity2022 14th International Conference on COMmunication Systems & NETworkS (COMSNETS)10.1109/COMSNETS53615.2022.9668402(60-65)Online publication date: 4-Jan-2022
https://doi.org/10.1109/COMSNETS53615.2022.9668402
Jain MKumar PBhansali ILiao QTruong KPatel S(2018)FarmChatProceedings of the ACM on Interactive, Mobile, Wearable and Ubiquitous Technologies10.1145/32870482:4(1-22)Online publication date: 27-Dec-2018
https://dl.acm.org/doi/10.1145/3287048
Titiya MShah V(2018)Integration of RESTful Services in Agro Advisory SystemAdvanced Informatics for Computing Research10.1007/978-981-13-3140-4_3(23-34)Online publication date: 12-Dec-2018
https://doi.org/10.1007/978-981-13-3140-4_3

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ICT Intervention for Agriculture Development: Designing an IVR System for Farmers in Pakistan

Why Don't Farmers Use Cell Phones to Access Market Prices? Technology Affordances and Barriers to Market Information Services Adoption in Rural Kenya

Exploring the Impact of Mobile Technology Adoption on Financial Sustainability of Telecentres: The case of India

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