Caller acceptability of network interactions for advanced intelligent network services

The goal of this study is to characterize the relationship between customer satisfaction and the number and duration of NIs (network interactions). A laboratory experiment was conducted with subjects who placed a series of simulated N-ACD type calls. Each call differed by the number and duration of the interactions. After each call, the subject rated the overall call setup performance on a five-point scale. The ratings were used to develop a preliminary service completion time (SCT) opinion model. This model shows that opinion varies as an exponential function of total SCT and the presence or absence of network interactions