A Real-Time IVR Platform for Community Radio

Kazakos, K.; Asthana, S.; Balaam, M.; Duggal, M.; Holden, A.; Jamir, L.; Kannuri, N.; Kumar, S.; Mamindla, A.; Manikam, A.; Murthy, M.; Nahar, P.; Phillimore, P.; Sathyanath, S.; Singh, P.; Singh, M.; Wright, P.; Yadav, D.; Olivier, P.

doi:10.1145/2858036.2858585

A Real-Time IVR Platform for Community Radio

Kazakos, K.; Asthana, S.; Balaam, M.; Duggal, M.; Holden, A.; Jamir, L.; Kannuri, N.; Kumar, S.; Mamindla, A.; Manikam, A.; Murthy, M.; Nahar, P.; Phillimore, P.; Sathyanath, S.; Singh, P.; Singh, M.; Wright, P.; Yadav, D.; Olivier, P.

Authors

K. Kazakos

S. Asthana

M. Balaam

M. Duggal

A. Holden

L. Jamir

N. Kannuri

S. Kumar

A. Mamindla

A. Manikam

M. Murthy

P. Nahar

P. Phillimore

S. Sathyanath

P. Singh

M. Singh

P. Wright

D. Yadav

P. Olivier

Abstract

Interactive Voice Response (IVR) platforms have been widely deployed in resource-limited settings. These systems tend to afford asynchronous push interactions, and within the context of health, provide medication reminders, descriptions of symptoms and tips on self-management. Here, we present the development of an IVR system for resource-limited settings that enables real-time, synchronous interaction. Inspired by community radio, and calls for health systems that are truly local, we developed "Sehat ki Vaani". Sehat ki Vaani is a real-time IVR platform that enables hosting and participation in radio chat shows on community-led topics. We deployed Sehat ki Vaani with two communities in North India on topics related to the management of Type 2 diabetes and maternal health. Our deployments highlight the potential for synchronous IVR systems to offer community connection and localised sharing of experience, while also highlighting the complexity of producing, hosting and participating in radio shows in real time through IVR. We discuss the relative strengths and weaknesses of synchronous IVR systems, and highlight lessons learnt for interaction design in this area.

Citation

Kazakos, K., Asthana, S., Balaam, M., Duggal, M., Holden, A., Jamir, L., …Olivier, P. (2016). A Real-Time IVR Platform for Community Radio. In Proceedings of the 2016 CHI Conference on Human Factors in Computing Systems (CHI '16) : San Jose, CA, USA, May 07 - 12, 2016 (343-354). https://doi.org/10.1145/2858036.2858585

Conference Name	2016 CHI Conference on Human Factors in Computing Systems - CHI '16
Conference Location	San Jose, California
Start Date	May 7, 2016
End Date	May 12, 2016
Online Publication Date	May 7, 2016
Publication Date	May 7, 2016
Deposit Date	Jan 14, 2017
Publicly Available Date	Mar 28, 2017
Publisher	Association for Computing Machinery (ACM)
Pages	343-354
Book Title	Proceedings of the 2016 CHI Conference on Human Factors in Computing Systems (CHI '16) : San Jose, CA, USA, May 07 - 12, 2016.
DOI	https://doi.org/10.1145/2858036.2858585