In this series of articles, Freddie Feldman, voice design director at Clinical Effectiveness, Wolters Kluwer, Health, discusses interactive voice response phone calls.
The first article discusses what interactive voice response (IVR) phone calls are and the importance of the phone in patient interaction.
Freddie talks about the importance of thinking beyond voice assistants when it comes to health and how IVR can be used to follow up with patients following discharge.
The second article discusses the science behind an emphatic voice response.
Freddie explains how developing IVR is about more than just scripting what the voice will say – the team also has to anticipate what the patient might say back.
The third and final article in the series is yet to be published.