Little is known about the acceptability of the additional delays that may be caused by interactive AIN services such as Network Automatic Call Distribution (N-ACD).The goal of our study is to characterize the relationship between customer satisfaction and the number and duration of NIs.A laboratory experiment was conducted with non-Bellcore subjects who placed a series of simulated N-ACD type calls.Each call differed by the number and duration of the interaction.After each call,the subject rated the overall call setup performance on a five-point scale:Unsatisfactory,Poor,Fair,Good,and Excellent.The ratings were used to develop a preliminary Service Completion Time (SCT) Opinion Model.This Opinion Model shows that opinion varies as an exponential function of total SCT and the presence or absence of network interactions.While opinion varies inversely with SCT,callers are more tolerant of increases in SCT,provided NIs are present.
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