| Metric | Traditional IVR | Chatbot | AuriService | |--------|----------------|---------|--------------| | Task completion rate (%) | 68 | 86 | | | Average handling time (sec) | 210 | 145 | 98 | | User satisfaction (1–5) | 2.7 | 3.9 | 4.6 | | Escalation to human (%) | 31 | 18 | 7 |
AuriService, auditory AI, voice assistant, customer service automation, speech emotion recognition, conversational AI 1. Introduction Customer service remains a labor-intensive domain, with long wait times and rigid menu-based IVR systems causing user frustration. Meanwhile, individuals with visual impairments or low literacy face significant barriers to accessing digital services. The rise of large language models (LLMs) and speech-to-text technologies offers an opportunity to reimagine auditory interfaces. auriservice
AuriService: An Intelligent Auditory Assistance Framework for Seamless Customer Interaction and Accessibility | Metric | Traditional IVR | Chatbot |