Abstract

Real callers’ first reactions to an Open or Directed Strategy prompt for a call routing application in the consumer retail industry are analysed. Each prompt is trialled alone, with an earcon, and with an earcon and named persona in a total of six experiments. Usage of the earcon & named persona is found to maximize “routability” in all cases. The Directed strategy achieved higher “routability” and lower rates of user confusion than the Open Strategy for all experiments, implying that the Directed strategy may be better suited for this caller base. Application of other prompt wording styles and analysis of follow-on behavior are promising areas for future study.