Management Information System (MIS) Practice Exam

What technology is commonly used for telephone surveys and to guide customers through menu options when calling customer service?

1. transcription

2. telemetrics

3. speaker diarization

4. interactive voice response

The correct answer is: interactive voice response

Interactive voice response (IVR) technology is widely utilized in telephone surveys and assists customers in navigating through various menu options when they call customer service. IVR systems use pre-recorded voice prompts and touch-tone keypad inputs or speech recognition to gather information from callers and direct them to the appropriate department or service. This technology enhances efficiency by automating interactions that would otherwise require a live operator, thus allowing organizations to manage a high volume of customer inquiries with ease. In the context of telephone surveys, IVR can prompt respondents with questions and record their answers, allowing for quick data collection without the need for human interviewers. The use of IVR in customer service ensures that callers receive efficient and immediate responses to their inquiries, improving the overall user experience. The other technologies mentioned do not serve the same purpose as IVR. Transcription generally refers to converting spoken words into written text, which is not aligned with real-time customer interaction. Telemetrics is often related to data collection and analysis, typically in transportation or healthcare, and does not pertain to managing customer calls. Speaker diarization is a process for distinguishing between different speakers in an audio recording, which is also not relevant to guiding a customer through a phone menu.