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</div> </a> <ul id="toc-Civic_engagement-sublist" class="vector-toc-list"> </ul> </li> </ul> </li> <li id="toc-Developments" class="vector-toc-list-item vector-toc-level-1 vector-toc-list-item-expanded"> <a class="vector-toc-link" href="#Developments"> <div class="vector-toc-text"> <span class="vector-toc-numb">5</span> <span>Developments</span> </div> </a> <button aria-controls="toc-Developments-sublist" class="cdx-button cdx-button--weight-quiet cdx-button--icon-only vector-toc-toggle"> <span class="vector-icon mw-ui-icon-wikimedia-expand"></span> <span>Toggle Developments subsection</span> </button> <ul id="toc-Developments-sublist" class="vector-toc-list"> <li id="toc-Video" class="vector-toc-list-item vector-toc-level-2"> <a class="vector-toc-link" href="#Video"> <div class="vector-toc-text"> <span class="vector-toc-numb">5.1</span> <span>Video</span> </div> </a> <ul id="toc-Video-sublist" class="vector-toc-list"> </ul> </li> <li id="toc-SIP_contact_center" class="vector-toc-list-item vector-toc-level-2"> <a class="vector-toc-link" href="#SIP_contact_center"> <div class="vector-toc-text"> <span class="vector-toc-numb">5.2</span> <span>SIP contact center</span> </div> </a> <ul id="toc-SIP_contact_center-sublist" class="vector-toc-list"> </ul> </li> <li id="toc-Interactive_messaging_response_(IMR)" class="vector-toc-list-item vector-toc-level-2"> <a class="vector-toc-link" href="#Interactive_messaging_response_(IMR)"> <div class="vector-toc-text"> <span class="vector-toc-numb">5.3</span> <span>Interactive messaging response (IMR)</span> </div> </a> <ul id="toc-Interactive_messaging_response_(IMR)-sublist" class="vector-toc-list"> </ul> </li> <li id="toc-Hosted_vs._on-premises_IVR" class="vector-toc-list-item vector-toc-level-2"> <a class="vector-toc-link" href="#Hosted_vs._on-premises_IVR"> <div class="vector-toc-text"> <span class="vector-toc-numb">5.4</span> <span>Hosted vs. on-premises IVR</span> </div> </a> <ul id="toc-Hosted_vs._on-premises_IVR-sublist" class="vector-toc-list"> </ul> </li> </ul> </li> <li id="toc-Criticism" class="vector-toc-list-item vector-toc-level-1 vector-toc-list-item-expanded"> <a class="vector-toc-link" href="#Criticism"> <div class="vector-toc-text"> <span class="vector-toc-numb">6</span> <span>Criticism</span> </div> </a> <ul id="toc-Criticism-sublist" class="vector-toc-list"> </ul> </li> <li id="toc-See_also" class="vector-toc-list-item vector-toc-level-1 vector-toc-list-item-expanded"> <a class="vector-toc-link" href="#See_also"> <div class="vector-toc-text"> <span class="vector-toc-numb">7</span> <span>See also</span> </div> </a> <ul id="toc-See_also-sublist" class="vector-toc-list"> </ul> </li> <li id="toc-References" class="vector-toc-list-item vector-toc-level-1 vector-toc-list-item-expanded"> <a class="vector-toc-link" href="#References"> <div class="vector-toc-text"> <span class="vector-toc-numb">8</span> <span>References</span> </div> </a> <ul id="toc-References-sublist" class="vector-toc-list"> </ul> </li> <li id="toc-External_links" class="vector-toc-list-item vector-toc-level-1 vector-toc-list-item-expanded"> <a class="vector-toc-link" href="#External_links"> <div class="vector-toc-text"> <span class="vector-toc-numb">9</span> <span>External links</span> </div> </a> <ul id="toc-External_links-sublist" class="vector-toc-list"> </ul> </li> </ul> </div> </div> </nav> </div> </div> <div class="mw-content-container"> <main id="content" class="mw-body"> <header class="mw-body-header vector-page-titlebar"> <nav aria-label="Contents" class="vector-toc-landmark"> <div id="vector-page-titlebar-toc" class="vector-dropdown vector-page-titlebar-toc vector-button-flush-left" title="Table of Contents" > <input type="checkbox" id="vector-page-titlebar-toc-checkbox" role="button" aria-haspopup="true" data-event-name="ui.dropdown-vector-page-titlebar-toc" class="vector-dropdown-checkbox " aria-label="Toggle the table of contents" > <label id="vector-page-titlebar-toc-label" for="vector-page-titlebar-toc-checkbox" class="vector-dropdown-label cdx-button cdx-button--fake-button cdx-button--fake-button--enabled cdx-button--weight-quiet cdx-button--icon-only " aria-hidden="true" ><span class="vector-icon mw-ui-icon-listBullet mw-ui-icon-wikimedia-listBullet"></span> <span class="vector-dropdown-label-text">Toggle the table of contents</span> </label> <div class="vector-dropdown-content"> <div id="vector-page-titlebar-toc-unpinned-container" class="vector-unpinned-container"> </div> </div> </div> </nav> <h1 id="firstHeading" class="firstHeading mw-first-heading"><span class="mw-page-title-main">Interactive voice response</span></h1> <div id="p-lang-btn" class="vector-dropdown mw-portlet mw-portlet-lang" > <input type="checkbox" id="p-lang-btn-checkbox" role="button" aria-haspopup="true" data-event-name="ui.dropdown-p-lang-btn" class="vector-dropdown-checkbox mw-interlanguage-selector" aria-label="Go to an article in another language. Available in 21 languages" > <label id="p-lang-btn-label" for="p-lang-btn-checkbox" class="vector-dropdown-label cdx-button cdx-button--fake-button cdx-button--fake-button--enabled cdx-button--weight-quiet cdx-button--action-progressive mw-portlet-lang-heading-21" aria-hidden="true" ><span class="vector-icon mw-ui-icon-language-progressive mw-ui-icon-wikimedia-language-progressive"></span> <span class="vector-dropdown-label-text">21 languages</span> </label> <div class="vector-dropdown-content"> <div class="vector-menu-content"> <ul class="vector-menu-content-list"> <li class="interlanguage-link interwiki-ar mw-list-item"><a href="https://ar.wikipedia.org/wiki/%D8%A7%D9%84%D8%A7%D8%B3%D8%AA%D8%AC%D8%A7%D8%A8%D8%A9_%D8%A7%D9%84%D8%B5%D9%88%D8%AA%D9%8A%D8%A9_%D8%A7%D9%84%D8%AA%D9%81%D8%A7%D8%B9%D9%84%D9%8A%D8%A9" title="الاستجابة الصوتية التفاعلية – Arabic" lang="ar" hreflang="ar" data-title="الاستجابة الصوتية التفاعلية" data-language-autonym="العربية" data-language-local-name="Arabic" class="interlanguage-link-target"><span>العربية</span></a></li><li class="interlanguage-link interwiki-az mw-list-item"><a href="https://az.wikipedia.org/wiki/IVR" title="IVR – Azerbaijani" lang="az" hreflang="az" data-title="IVR" data-language-autonym="Azərbaycanca" data-language-local-name="Azerbaijani" class="interlanguage-link-target"><span>Azərbaycanca</span></a></li><li class="interlanguage-link interwiki-bg mw-list-item"><a href="https://bg.wikipedia.org/wiki/%D0%98%D0%BD%D1%82%D0%B5%D1%80%D0%B0%D0%BA%D1%82%D0%B8%D0%B2%D0%BD%D0%B0_%D1%81%D0%B8%D1%81%D1%82%D0%B5%D0%BC%D0%B0_%D0%B7%D0%B0_%D0%B3%D0%BB%D0%B0%D1%81%D0%BE%D0%B2%D0%B8_%D0%BE%D1%82%D0%B3%D0%BE%D0%B2%D0%BE%D1%80%D0%B8" title="Интерактивна система за гласови отговори – Bulgarian" lang="bg" hreflang="bg" data-title="Интерактивна система за гласови отговори" data-language-autonym="Български" data-language-local-name="Bulgarian" class="interlanguage-link-target"><span>Български</span></a></li><li class="interlanguage-link interwiki-de mw-list-item"><a href="https://de.wikipedia.org/wiki/Sprachdialogsystem" title="Sprachdialogsystem – German" lang="de" hreflang="de" data-title="Sprachdialogsystem" data-language-autonym="Deutsch" data-language-local-name="German" class="interlanguage-link-target"><span>Deutsch</span></a></li><li class="interlanguage-link interwiki-es mw-list-item"><a href="https://es.wikipedia.org/wiki/Respuesta_de_voz_interactiva" title="Respuesta de voz interactiva – Spanish" lang="es" hreflang="es" data-title="Respuesta de voz interactiva" data-language-autonym="Español" data-language-local-name="Spanish" class="interlanguage-link-target"><span>Español</span></a></li><li class="interlanguage-link interwiki-eu mw-list-item"><a href="https://eu.wikipedia.org/wiki/Ahots-erantzun_interaktibo" title="Ahots-erantzun interaktibo – Basque" lang="eu" hreflang="eu" data-title="Ahots-erantzun interaktibo" data-language-autonym="Euskara" data-language-local-name="Basque" class="interlanguage-link-target"><span>Euskara</span></a></li><li class="interlanguage-link interwiki-fa mw-list-item"><a href="https://fa.wikipedia.org/wiki/%D8%AA%D9%84%D9%81%D9%86_%DA%AF%D9%88%DB%8C%D8%A7" title="تلفن گویا – Persian" lang="fa" hreflang="fa" data-title="تلفن گویا" data-language-autonym="فارسی" data-language-local-name="Persian" class="interlanguage-link-target"><span>فارسی</span></a></li><li class="interlanguage-link interwiki-fr mw-list-item"><a href="https://fr.wikipedia.org/wiki/Serveur_vocal_interactif" title="Serveur vocal interactif – French" lang="fr" hreflang="fr" data-title="Serveur vocal interactif" data-language-autonym="Français" data-language-local-name="French" class="interlanguage-link-target"><span>Français</span></a></li><li class="interlanguage-link interwiki-ko mw-list-item"><a href="https://ko.wikipedia.org/wiki/%EB%8C%80%ED%99%94%EC%8B%9D_%EC%9D%8C%EC%84%B1_%EC%9D%91%EB%8B%B5" title="대화식 음성 응답 – Korean" lang="ko" hreflang="ko" data-title="대화식 음성 응답" data-language-autonym="한국어" data-language-local-name="Korean" class="interlanguage-link-target"><span>한국어</span></a></li><li class="interlanguage-link interwiki-it mw-list-item"><a href="https://it.wikipedia.org/wiki/Interactive_Voice_Response" title="Interactive Voice Response – Italian" lang="it" hreflang="it" data-title="Interactive Voice Response" data-language-autonym="Italiano" data-language-local-name="Italian" class="interlanguage-link-target"><span>Italiano</span></a></li><li class="interlanguage-link interwiki-he mw-list-item"><a href="https://he.wikipedia.org/wiki/%D7%9E%D7%A2%D7%A0%D7%94_%D7%A7%D7%95%D7%9C%D7%99" title="מענה קולי – Hebrew" lang="he" hreflang="he" data-title="מענה קולי" data-language-autonym="עברית" data-language-local-name="Hebrew" class="interlanguage-link-target"><span>עברית</span></a></li><li class="interlanguage-link interwiki-ka mw-list-item"><a href="https://ka.wikipedia.org/wiki/IVR" title="IVR – Georgian" lang="ka" hreflang="ka" data-title="IVR" data-language-autonym="ქართული" data-language-local-name="Georgian" class="interlanguage-link-target"><span>ქართული</span></a></li><li class="interlanguage-link interwiki-nl mw-list-item"><a href="https://nl.wikipedia.org/wiki/Interactive_voice_response" title="Interactive voice response – Dutch" lang="nl" hreflang="nl" data-title="Interactive voice response" data-language-autonym="Nederlands" data-language-local-name="Dutch" class="interlanguage-link-target"><span>Nederlands</span></a></li><li class="interlanguage-link interwiki-ja mw-list-item"><a href="https://ja.wikipedia.org/wiki/%E8%87%AA%E5%8B%95%E9%9F%B3%E5%A3%B0%E5%BF%9C%E7%AD%94%E8%A3%85%E7%BD%AE" title="自動音声応答装置 – Japanese" lang="ja" hreflang="ja" data-title="自動音声応答装置" data-language-autonym="日本語" data-language-local-name="Japanese" class="interlanguage-link-target"><span>日本語</span></a></li><li class="interlanguage-link interwiki-pl mw-list-item"><a href="https://pl.wikipedia.org/wiki/Interactive_voice_response" title="Interactive voice response – Polish" lang="pl" hreflang="pl" data-title="Interactive voice response" data-language-autonym="Polski" data-language-local-name="Polish" class="interlanguage-link-target"><span>Polski</span></a></li><li class="interlanguage-link interwiki-pt mw-list-item"><a href="https://pt.wikipedia.org/wiki/Unidade_de_resposta_aud%C3%ADvel" title="Unidade de resposta audível – Portuguese" lang="pt" hreflang="pt" data-title="Unidade de resposta audível" data-language-autonym="Português" data-language-local-name="Portuguese" class="interlanguage-link-target"><span>Português</span></a></li><li class="interlanguage-link interwiki-ru mw-list-item"><a href="https://ru.wikipedia.org/wiki/IVR" title="IVR – Russian" lang="ru" hreflang="ru" data-title="IVR" data-language-autonym="Русский" data-language-local-name="Russian" class="interlanguage-link-target"><span>Русский</span></a></li><li class="interlanguage-link interwiki-sr mw-list-item"><a href="https://sr.wikipedia.org/wiki/%D0%93%D0%BE%D0%B2%D0%BE%D1%80%D0%BD%D0%B8_%D0%B0%D1%83%D1%82%D0%BE%D0%BC%D0%B0%D1%82" title="Говорни аутомат – Serbian" lang="sr" hreflang="sr" data-title="Говорни аутомат" data-language-autonym="Српски / srpski" data-language-local-name="Serbian" class="interlanguage-link-target"><span>Српски / srpski</span></a></li><li class="interlanguage-link interwiki-sv mw-list-item"><a href="https://sv.wikipedia.org/wiki/Talsvarssystem" title="Talsvarssystem – Swedish" lang="sv" hreflang="sv" data-title="Talsvarssystem" data-language-autonym="Svenska" data-language-local-name="Swedish" class="interlanguage-link-target"><span>Svenska</span></a></li><li class="interlanguage-link interwiki-uk mw-list-item"><a href="https://uk.wikipedia.org/wiki/%D0%86%D0%BD%D1%82%D0%B5%D1%80%D0%B0%D0%BA%D1%82%D0%B8%D0%B2%D0%BD%D0%B0_%D0%B3%D0%BE%D0%BB%D0%BE%D1%81%D0%BE%D0%B2%D0%B0_%D0%B2%D1%96%D0%B4%D0%BF%D0%BE%D0%B2%D1%96%D0%B4%D1%8C" title="Інтерактивна голосова відповідь – Ukrainian" lang="uk" hreflang="uk" data-title="Інтерактивна голосова відповідь" data-language-autonym="Українська" data-language-local-name="Ukrainian" class="interlanguage-link-target"><span>Українська</span></a></li><li class="interlanguage-link interwiki-zh mw-list-item"><a href="https://zh.wikipedia.org/wiki/%E4%BA%92%E5%8B%95%E5%BC%8F%E8%AA%9E%E9%9F%B3%E6%87%89%E7%AD%94" title="互動式語音應答 – Chinese" lang="zh" hreflang="zh" data-title="互動式語音應答" data-language-autonym="中文" data-language-local-name="Chinese" class="interlanguage-link-target"><span>中文</span></a></li> </ul> <div class="after-portlet after-portlet-lang"><span class="wb-langlinks-edit wb-langlinks-link"><a href="https://www.wikidata.org/wiki/Special:EntityPage/Q1111837#sitelinks-wikipedia" title="Edit interlanguage links" class="wbc-editpage">Edit links</a></span></div> </div> </div> </div> </header> <div class="vector-page-toolbar"> <div class="vector-page-toolbar-container"> <div id="left-navigation"> <nav 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.hatnote+link+.hatnote{margin-top:-0.5em}@media print{body.ns-0 .mw-parser-output .hatnote{display:none!important}}</style><div role="note" class="hatnote navigation-not-searchable">"IVR" redirects here. For other uses, see <a href="/wiki/IVR_(disambiguation)" class="mw-disambig" title="IVR (disambiguation)">IVR (disambiguation)</a>.</div> <p><b>Interactive voice response</b> (<b>IVR</b>) is a technology that allows telephone users to interact with a computer-operated telephone system through the use of voice and <a href="/wiki/Dual-tone_multi-frequency_signaling" class="mw-redirect" title="Dual-tone multi-frequency signaling">DTMF</a> tones input with a keypad. In <a href="/wiki/Telephony" title="Telephony">telephony</a>, IVR allows customers to interact with a company's host system via a telephone keypad or by speech recognition, after which services can be inquired about through the IVR dialogue. IVR systems can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed. IVR systems deployed in the network are sized to handle large call volumes and also used for outbound calling as IVR systems are more intelligent than many <a href="/wiki/Predictive_dialer" class="mw-redirect" title="Predictive dialer">predictive dialer</a> systems.<sup id="cite_ref-1" class="reference"><a href="#cite_note-1"><span class="cite-bracket">[</span>1<span class="cite-bracket">]</span></a></sup> </p><p>IVR systems can be used to create self-service solutions for mobile purchases, banking payments, services, retail orders, utilities, travel information and weather conditions. In combination with systems such an <a href="/wiki/Automated_attendant" title="Automated attendant">automated attendant</a> and <a href="/wiki/Automatic_call_distributor" title="Automatic call distributor">automatic call distributor</a> (ACD), call routing can be optimized for a better caller experience and workforce efficiency. IVR systems are often combined with automated attendant functionality. The term <b>voice response unit</b> (<b>VRU</b>) is sometimes used as well.<sup id="cite_ref-2" class="reference"><a href="#cite_note-2"><span class="cite-bracket">[</span>2<span class="cite-bracket">]</span></a></sup> </p> <meta property="mw:PageProp/toc" /> <div class="mw-heading mw-heading2"><h2 id="History">History</h2><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Interactive_voice_response&action=edit&section=1" title="Edit section: History"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <p>Despite the increase in IVR technology during the 1970s, the technology was considered complex and expensive for automating tasks in call centers.<sup id="cite_ref-3" class="reference"><a href="#cite_note-3"><span class="cite-bracket">[</span>3<span class="cite-bracket">]</span></a></sup> Early voice response systems were <a href="/wiki/Digital_signal_processing" title="Digital signal processing">digital signal processing</a> (DSP) technology based and limited to small vocabularies. In the early 1980s, Leon Ferber's Perception Technology became the first mainstream market competitor, after hard drive technology (read/write random-access to digitized voice data) had reached a cost-effective price point.<sup class="noprint Inline-Template Template-Fact" style="white-space:nowrap;">[<i><a href="/wiki/Wikipedia:Citation_needed" title="Wikipedia:Citation needed"><span title="This claim needs references to reliable sources. (February 2013)">citation needed</span></a></i>]</sup> At that time, a system could store digitized speech on disk, play the appropriate spoken message, and process the human's DTMF response. </p><p>As call centers began to migrate to multimedia in the late 1990s, companies started to invest in <a href="/wiki/Computer_telephony_integration" title="Computer telephony integration">computer telephony integration</a> (CTI) with IVR systems. IVR became vital for call centers deploying universal queuing and routing solutions and acted as an agent which collected customer data to enable intelligent routing decisions. With improvements in technology, systems could use speaker-independent voice recognition<sup id="cite_ref-4" class="reference"><a href="#cite_note-4"><span class="cite-bracket">[</span>4<span class="cite-bracket">]</span></a></sup> of a limited vocabulary instead of requiring the person to use DTMF signaling. </p><p>Starting in the 2000s, voice response became more common and cheaper to deploy. This was due to increased <a href="/wiki/Central_processing_unit" title="Central processing unit">CPU</a> power and the migration of speech applications from proprietary code to the <a href="/wiki/VoiceXML" title="VoiceXML">VXML</a> standard. </p> <div class="mw-heading mw-heading2"><h2 id="Technology">Technology</h2><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Interactive_voice_response&action=edit&section=2" title="Edit section: Technology"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <p>DTMF decoding and <a href="/wiki/Speech_recognition" title="Speech recognition">speech recognition</a> are used to interpret the caller's response to voice prompts. DTMF tones are entered via the <a href="/wiki/Telephone_keypad" title="Telephone keypad">telephone keypad</a>. </p><p>Other technologies include using <a href="/wiki/Speech_synthesis" title="Speech synthesis">text-to-speech</a> (TTS) to speak complex and dynamic information, such as e-mails, news reports or weather information. IVR technology is also being introduced into automobile systems for hands-free operation. TTS is computer generated synthesized speech that is no longer the robotic voice traditionally associated with computers. Real voices create the speech in fragments that are spliced together (concatenated) and smoothed before being played to the caller. </p><p>An IVR can be deployed in several ways: </p> <ul><li>Equipment installed on the customer premises</li> <li>Equipment installed in the PSTN (public switched telephone network)</li> <li><a href="/wiki/Application_service_provider" title="Application service provider">Application service provider</a> (ASP) / hosted IVR</li></ul> <p>An <a href="/wiki/Automatic_call_distributor" title="Automatic call distributor">automatic call distributor</a> (ACD) is often the second point of contact when calling many larger businesses. An ACD uses digital storage devices to play greetings or announcements, but typically routes a caller without prompting for input. An IVR can play announcements and request an input from the caller. This information can be used to profile the caller and used by an ACD to route the call to an agent with a particular skill set. </p><p>Interactive voice response can be used to front-end a <a href="/wiki/Call_center" class="mw-redirect" title="Call center">call center</a> operation by identifying the needs of the caller. Information can be obtained from the caller such as an account number. Answers to simple questions such as account balances or pre-recorded information can be provided without operator intervention. Account numbers from the IVR are often compared to <a href="/wiki/Caller_ID" title="Caller ID">caller ID</a> data for security reasons and additional IVR responses are required if the caller ID does not match the account record.<sup id="cite_ref-5" class="reference"><a href="#cite_note-5"><span class="cite-bracket">[</span>5<span class="cite-bracket">]</span></a></sup> </p><p>IVR call flows are created in a variety of ways. A traditional IVR depended upon proprietary programming or scripting languages, whereas modern IVR applications are generated in a similar way to <a href="/wiki/World_Wide_Web" title="World Wide Web">Web</a> pages, using standards such as <a href="/wiki/VoiceXML" title="VoiceXML">VoiceXML</a>,<sup id="cite_ref-VXML_6-0" class="reference"><a href="#cite_note-VXML-6"><span class="cite-bracket">[</span>6<span class="cite-bracket">]</span></a></sup> <a href="/wiki/CCXML" class="mw-redirect" title="CCXML">CCXML</a>,<sup id="cite_ref-CCXML_7-0" class="reference"><a href="#cite_note-CCXML-7"><span class="cite-bracket">[</span>7<span class="cite-bracket">]</span></a></sup> <a href="/wiki/SRGS" class="mw-redirect" title="SRGS">SRGS</a><sup id="cite_ref-SRGS_8-0" class="reference"><a href="#cite_note-SRGS-8"><span class="cite-bracket">[</span>8<span class="cite-bracket">]</span></a></sup> and <a href="/wiki/Speech_Synthesis_Markup_Language" title="Speech Synthesis Markup Language">SSML</a>.<sup id="cite_ref-SSML_9-0" class="reference"><a href="#cite_note-SSML-9"><span class="cite-bracket">[</span>9<span class="cite-bracket">]</span></a></sup> The ability to use XML-driven applications allows a <a href="/wiki/Web_server" title="Web server">web server</a> to act as the <a href="/wiki/Application_server" title="Application server">application server</a>, freeing the IVR developer to focus on the call flow. </p><p>IVR speech recognition interactions (call flows) are designed using 3 approaches to prompt for and recognize user input: directed, open-ended, and mixed dialogue.<sup id="cite_ref-advances_in_commercial_deployment_10-0" class="reference"><a href="#cite_note-advances_in_commercial_deployment-10"><span class="cite-bracket">[</span>10<span class="cite-bracket">]</span></a></sup><sup id="cite_ref-advances_in_commercial_conversational_agents_11-0" class="reference"><a href="#cite_note-advances_in_commercial_conversational_agents-11"><span class="cite-bracket">[</span>11<span class="cite-bracket">]</span></a></sup><sup id="cite_ref-w3c_aural_presentation_12-0" class="reference"><a href="#cite_note-w3c_aural_presentation-12"><span class="cite-bracket">[</span>12<span class="cite-bracket">]</span></a></sup> </p><p>A directed dialogue prompt communicates a set of valid responses to the user (e.g. "How can I help you? ... Say something like, <i>account balance, order status,</i> or <i>more options</i>"). An open-ended prompt does not communicate a set of valid responses (e.g. "How can I help you?"). In both cases, the goal is to glean a valid spoken response from the user. The key difference is that with directed dialogue, the user is more likely to speak an option exactly as was communicated by the prompt (e.g. "account balance"). With an open-ended prompt, however, the user is likely to include extraneous words or phrases (e.g. "I was just looking at my bill and saw that my balance was wrong."). The open-ended prompt requires a greater degree of <a href="/wiki/Natural_language_processing" title="Natural language processing">natural language processing</a> to extract the relevant information from the phrase (i.e. "balance"). Open-ended recognition also requires a larger <a href="/wiki/Grammar" title="Grammar">grammar</a> set, which accounts for a wider array of permutations of a given response (e.g. "balance was wrong", "wrong balance", "balance is high", "high balance"). Despite the greater amount of data and processing required for open-ended prompts, they are more interactively efficient, as the prompts themselves are typically much shorter.<sup id="cite_ref-advances_in_commercial_deployment_10-1" class="reference"><a href="#cite_note-advances_in_commercial_deployment-10"><span class="cite-bracket">[</span>10<span class="cite-bracket">]</span></a></sup> </p><p>A mixed dialogue approach involves shifting from open-ended to directed dialogue or vice versa within the same interaction, as one type of prompt may be more effective in a given situation. Mixed dialog prompts must also be able to recognize responses that are not relevant to the immediate prompt, for instance in the case of a user deciding to shift to a function different from the current one.<sup id="cite_ref-w3c_aural_presentation_12-1" class="reference"><a href="#cite_note-w3c_aural_presentation-12"><span class="cite-bracket">[</span>12<span class="cite-bracket">]</span></a></sup><sup id="cite_ref-advances_in_commercial_conversational_agents_11-1" class="reference"><a href="#cite_note-advances_in_commercial_conversational_agents-11"><span class="cite-bracket">[</span>11<span class="cite-bracket">]</span></a></sup> </p><p>Higher level IVR development tools are available to further simplify the application development process. A call flow diagram can be drawn with a GUI tool and the presentation layer (typically VoiceXML) can be automatically generated. In addition, these tools normally provide extension mechanisms for software integration, such as an HTTP interface to a website and a <a href="/wiki/Java_(programming_language)" title="Java (programming language)">Java</a> interface for connecting to a database. </p><p>In <a href="/wiki/Telecommunications" title="Telecommunications">telecommunications</a>, an <b>audio response unit</b> (ARU) (often included in IVR systems) is a device that provides synthesized voice responses to DTMF keypresses by processing calls based on (a) the call-originator input, (b) information received from a database, and (c) information in the incoming call, such as the time of day. ARUs increase the number of information calls handled and provide consistent quality in information retrieval. </p> <div class="mw-heading mw-heading2"><h2 id="Usage">Usage</h2><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Interactive_voice_response&action=edit&section=3" title="Edit section: Usage"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <p>IVR systems are used to service high call volumes at lower cost. The use of IVR allows callers' queries to be resolved without a live agent. If callers do not find the information they need, the calls may be transferred to a live agent. The approach allows live agents to have more time to deal with complex interactions. When an IVR system answers multiple phone numbers, the use of <a href="/wiki/DNIS" class="mw-redirect" title="DNIS">DNIS</a> ensures that the correct application and language is executed. A single large IVR system can handle calls for thousands of applications, each with its own phone numbers and script. </p><p>Call centers use IVR systems to identify and segment callers. The ability to identify customers allows services to be tailored according to the customer profile. The caller can be given the option to wait in the queue, choose an automated service, or request a callback. The system may obtain <a href="/wiki/Caller_line_identification" class="mw-redirect" title="Caller line identification">caller line identification</a> (CLI) data from the network to help identify or authenticate the caller. Additional caller authentication data could include account number, personal information, password and biometrics (such as voice print). IVR also enables customer prioritization. In a system wherein individual customers may have a different status, the service will automatically prioritize the individual's call and move customers to the front of a specific queue. </p><p>IVRs will also log call detail information into its own database for auditing, performance report, and future IVR system enhancements. <a href="/wiki/Computer_telephony_integration" title="Computer telephony integration">CTI</a> allows a contact center or organization to gather information about the caller as a means of directing the inquiry to the appropriate agent. CTI can transfer relevant information about the individual customer and the IVR dialog from the IVR to the agent desktop using a <a href="/wiki/Screen_pop" title="Screen pop">screen-pop</a>, making for a more effective and efficient service. Voice-activated dialing (VAD) IVR systems are used to automate routine inquiries to a switchboard or <a href="/wiki/PABX" class="mw-redirect" title="PABX">PABX</a> (Private Automatic Branch exchange) operators, and are used in many hospitals and large businesses to reduce the caller waiting time. An additional function is the ability to allow external callers to page staff and transfer the inbound call to the paged person. IVR can be used to provide a more sophisticated <a href="/wiki/Voice_mail" class="mw-redirect" title="Voice mail">voice mail</a> experience to the caller. </p> <div class="mw-heading mw-heading3"><h3 id="Banking">Banking</h3><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Interactive_voice_response&action=edit&section=4" title="Edit section: Banking"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <p>Banking institutions are reliant on IVR systems for <a href="/wiki/Customer_engagement" title="Customer engagement">customer engagement</a> and to extend business hours to a <a href="/wiki/24/7" class="mw-redirect" title="24/7">24/7</a> operation. <a href="/wiki/Telephone_banking" title="Telephone banking">Telephone banking</a> allows customers to check balances and transaction histories as well as to make payments and transfers. As online channels have emerged, banking customer satisfaction has decreased.<sup id="cite_ref-13" class="reference"><a href="#cite_note-13"><span class="cite-bracket">[</span>13<span class="cite-bracket">]</span></a></sup> </p> <div class="mw-heading mw-heading3"><h3 id="Medical">Medical</h3><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Interactive_voice_response&action=edit&section=5" title="Edit section: Medical"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <p>IVR systems are used by pharmaceutical companies and <a href="/wiki/Contract_research_organization" title="Contract research organization">contract research organizations</a> to conduct <a href="/wiki/Clinical_trial" title="Clinical trial">clinical trials</a> and manage the large volumes of data generated. The caller will respond to questions in their preferred language and their responses will be logged into a database and possibly recorded at the same time to confirm authenticity. Applications include patient randomization and drug supply management. They are also used in recording patient diaries and questionnaires.<sup id="cite_ref-Lam2009_14-0" class="reference"><a href="#cite_note-Lam2009-14"><span class="cite-bracket">[</span>14<span class="cite-bracket">]</span></a></sup> </p><p>IVR systems allow callers to obtain data relatively anonymously. Hospitals and clinics have used IVR systems to allow callers to receive anonymous access to test results. This is information that could easily be handled by a person but the IVR system is used to preserve privacy and avoid potential embarrassment of sensitive information or test results. Users are given a passcode to access their results. </p> <div class="mw-heading mw-heading3"><h3 id="Surveying">Surveying</h3><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Interactive_voice_response&action=edit&section=6" title="Edit section: Surveying"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <p>Some of the largest installed IVR platforms are used for televoting on television game shows, such as <i><a href="/wiki/Pop_Idol" title="Pop Idol">Pop Idol</a></i> and <i><a href="/wiki/Big_Brother_(TV_series)" class="mw-redirect" title="Big Brother (TV series)">Big Brother</a></i>, which can generate enormous call spikes. The network provider will often deploy <i><a href="/wiki/Call_gapping" title="Call gapping">call gapping</a></i> in the <a href="/wiki/PSTN" class="mw-redirect" title="PSTN">PSTN</a> to prevent network overload. IVR may also be used by survey organizations to ask more sensitive questions where the investigators are concerned that a respondent might feel less comfortable providing these answers to a human interlocutor (such as questions about drug use or sexual behavior). In some cases, an IVR system can be used in the same survey in conjunction with a human interviewer. </p> <div class="mw-heading mw-heading2"><h2 id="Social_Impact">Social Impact</h2><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Interactive_voice_response&action=edit&section=7" title="Edit section: Social Impact"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <p>By allowing low-literacy populations to interact with technology, IVR systems form an avenue to build technological skills in developing countries.<sup id="cite_ref-15" class="reference"><a href="#cite_note-15"><span class="cite-bracket">[</span>15<span class="cite-bracket">]</span></a></sup> Developing countries have a prevalence of mobile phones even in rural areas, which allows room for IVR technology to support social good projects. However, most IVR technology is designed in resource-rich domains hence research is necessary to contextualize and adapt this technology for developing countries.<sup class="noprint Inline-Template Template-Fact" style="white-space:nowrap;">[<i><a href="/wiki/Wikipedia:Citation_needed" title="Wikipedia:Citation needed"><span title="This claim needs references to reliable sources. (November 2023)">citation needed</span></a></i>]</sup> Research in ICTD has helped tailor IVR towards social impact has created innovative applications in health, agricultural, entertainment and citizen journalism. </p> <div class="mw-heading mw-heading3"><h3 id="Healthcare">Healthcare</h3><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Interactive_voice_response&action=edit&section=8" title="Edit section: Healthcare"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <p>In the context of tuberculosis, patients need to adhere to the medicine daily basis for a period of few months to completely heal. In public sector, there is a scheme called <a href="/wiki/Directly_observed_treatment,_short-course" title="Directly observed treatment, short-course">DOTS</a> (Directly Observed Therapy Short Course<sup class="noprint Inline-Template Template-Fact" style="white-space:nowrap;">[<i><a href="/wiki/Wikipedia:Citation_needed" title="Wikipedia:Citation needed"><span title="This claim needs references to reliable sources. (November 2023)">citation needed</span></a></i>]</sup>) which was the most effective source for poor population. However, this method requires the patient to commute to the clinic everyday which adds financial and time constraints to the patient. </p><p>99DOTS<sup id="cite_ref-16" class="reference"><a href="#cite_note-16"><span class="cite-bracket">[</span>16<span class="cite-bracket">]</span></a></sup> is a project that uses good ICTD principles<sup class="noprint Inline-Template Template-Fact" style="white-space:nowrap;">[<i><a href="/wiki/Wikipedia:Citation_needed" title="Wikipedia:Citation needed"><span title="This claim needs references to reliable sources. (November 2023)">citation needed</span></a></i>]</sup> to use IVR technology to benefit TB patients. Patients have a customized packet of tablets that they receive from the healthcare official who trains them to take the medicine in the sequence daily. Opening the packet in a sequence reveals a phone number that the patient needs to dial to acknowledge that they have taken the medicine. This research project was based out of Microsoft Research India by Bill Theis and who received MacArthur Fellowship for the project.<sup id="cite_ref-17" class="reference"><a href="#cite_note-17"><span class="cite-bracket">[</span>17<span class="cite-bracket">]</span></a></sup> The project has spun off as Everwell Technologies<sup id="cite_ref-18" class="reference"><a href="#cite_note-18"><span class="cite-bracket">[</span>18<span class="cite-bracket">]</span></a></sup> which now works closely with the Government of India to scale this technology to patients throughout India. </p> <div class="mw-heading mw-heading3"><h3 id="Community-based_entertainment">Community-based entertainment</h3><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Interactive_voice_response&action=edit&section=9" title="Edit section: Community-based entertainment"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <p>Although radio is a very popular means of entertainment, IVR provides interactivity, which can help listeners engage in novel ways using their phones. ICTD research has used IVR entertainment as a mechanism to support communities and provide information to populations that are hard to reach by traditional methods. </p> <ul><li>Sangeet Swara:<sup id="cite_ref-19" class="reference"><a href="#cite_note-19"><span class="cite-bracket">[</span>19<span class="cite-bracket">]</span></a></sup> voice-based singing platform for low literate users in India. Although this platform was for a broader audience, it saw large participation from visually impaired people.</li> <li>Gurgaon Idol:<sup id="cite_ref-20" class="reference"><a href="#cite_note-20"><span class="cite-bracket">[</span>20<span class="cite-bracket">]</span></a></sup> was a singing competition used voice system, where users could vote and sing to a number presented on radio.</li> <li>Polly:<sup id="cite_ref-21" class="reference"><a href="#cite_note-21"><span class="cite-bracket">[</span>21<span class="cite-bracket">]</span></a></sup> A voiced based viral entertainment system that allowed users to modify their voice and share it with their contacts. The authors used the virality to play relevant job advertisements for literate population. Polly's model for entertainment has been adapted to spread information about maternal health for fathers, agriculture and community generated content.<sup id="cite_ref-22" class="reference"><a href="#cite_note-22"><span class="cite-bracket">[</span>22<span class="cite-bracket">]</span></a></sup></li></ul> <div class="mw-heading mw-heading3"><h3 id="Civic_engagement">Civic engagement</h3><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Interactive_voice_response&action=edit&section=10" title="Edit section: Civic engagement"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <p>IVR has been used for community generated content which NGOs and social organizations can tailor to spread relevant content to hard to reach population. </p> <ul><li>Graam Vanni:<sup id="cite_ref-23" class="reference"><a href="#cite_note-23"><span class="cite-bracket">[</span>23<span class="cite-bracket">]</span></a></sup> meaning 'voice of the village', is a social technology company incubated out of IIT Delhi which uses IVR as the main medium. Mobile Vaani<sup id="cite_ref-24" class="reference"><a href="#cite_note-24"><span class="cite-bracket">[</span>24<span class="cite-bracket">]</span></a></sup> is a product of this company which connects to hard to reach in northern India with development messages, employment alerts, entrepreneurial activities, and also conduct market research studies. Mobile Vaani network caters to 500,000 households in northern India. Graam Vaani has impacted 2.5 million house holds since it started.</li> <li><a href="/wiki/CGNet_Swara" title="CGNet Swara">CGnet swara</a>:<sup id="cite_ref-25" class="reference"><a href="#cite_note-25"><span class="cite-bracket">[</span>25<span class="cite-bracket">]</span></a></sup> A community-generated journalism platform that provided rural populations of people in the forests of Central Tribal India to broadcast their grievances. The system was moderated by editors who listened to these messages and later transcribed these messages onto a blog.</li></ul> <div class="mw-heading mw-heading2"><h2 id="Developments">Developments</h2><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Interactive_voice_response&action=edit&section=11" title="Edit section: Developments"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <div class="mw-heading mw-heading3"><h3 id="Video">Video</h3><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Interactive_voice_response&action=edit&section=12" title="Edit section: Video"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <p>The introduction of <a href="/wiki/Session_Initiation_Protocol" title="Session Initiation Protocol">Session Initiation Protocol</a> (SIP) means that point-to-point communications are no longer restricted to voice calls but can now be extended to multimedia technologies such as <a href="/wiki/Video" title="Video">video</a>. IVR manufacturers have extended their systems into IVVR (interactive voice and video response), especially for the mobile phone networks. The use of video gives IVR systems the ability to implement <a href="/wiki/Multimodal_interaction" title="Multimodal interaction">multimodal interaction</a> with the caller. </p><p>The introduction of <a href="/wiki/Full-duplex" class="mw-redirect" title="Full-duplex">full-duplex</a> video IVR in the future will allow systems the ability to read emotions and facial expressions. It may also be used to identify the caller, using technology such as <a href="/wiki/Iris_scan" class="mw-redirect" title="Iris scan">Iris scan</a> or other <a href="/wiki/Biometric" class="mw-redirect" title="Biometric">biometric</a> means. Recordings of the caller may be stored to monitor certain transactions and can be used to reduce identity fraud.<sup id="cite_ref-26" class="reference"><a href="#cite_note-26"><span class="cite-bracket">[</span>26<span class="cite-bracket">]</span></a></sup> </p> <div class="mw-heading mw-heading3"><h3 id="SIP_contact_center">SIP contact center</h3><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Interactive_voice_response&action=edit&section=13" title="Edit section: SIP contact center"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <p>With the introduction of SIP contact centers, call control in a SIP contact center can be implemented by <a href="/wiki/CCXML" class="mw-redirect" title="CCXML">CCXML</a> scripting, which is an adjunct to the <a href="/wiki/VXML" class="mw-redirect" title="VXML">VXML</a> language used to generate modern IVR dialogues. As calls are queued in the SIP contact center, the IVR system can provide treatment or automation, wait for a fixed period, or play music. Inbound calls to a SIP contact center must be queued or terminated against a SIP end point; SIP IVR systems can be used to replace agents directly by the use of applications deployed using BBUA (back-to-back user agents). </p> <div class="mw-heading mw-heading3"><h3 id="Interactive_messaging_response_(IMR)"><span id="Interactive_messaging_response_.28IMR.29"></span>Interactive messaging response (IMR)</h3><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Interactive_voice_response&action=edit&section=14" title="Edit section: Interactive messaging response (IMR)"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <p>Due to the introduction of <a href="/wiki/Instant_messaging" title="Instant messaging">instant messaging</a> (IM) in contact centers, agents can handle up to 6 different IM conversations at the same time, which increases agent productivity.<sup class="noprint Inline-Template Template-Fact" style="white-space:nowrap;">[<i><a href="/wiki/Wikipedia:Citation_needed" title="Wikipedia:Citation needed"><span title="This claim needs references to reliable sources. (July 2014)">citation needed</span></a></i>]</sup> IVR technology is being used to automate IM conversations using existing <a href="/wiki/Natural_language_processing" title="Natural language processing">natural language processing</a> software. This differs from email handling as email automated response is based on key word spotting and IM conversations are conversational. The use of text messaging abbreviations and smilies requires different grammars to those currently used for speech recognition. IM is also starting to replace text messaging on multimedia mobile handsets. </p> <div class="mw-heading mw-heading3"><h3 id="Hosted_vs._on-premises_IVR">Hosted vs. on-premises IVR</h3><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Interactive_voice_response&action=edit&section=15" title="Edit section: Hosted vs. on-premises IVR"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <p>With the introduction of <a href="/wiki/Web_services" class="mw-redirect" title="Web services">web services</a> into the contact center, host integration has been simplified, allowing IVR applications to be hosted remotely from the contact center. This has meant hosted IVR applications using speech are now available to smaller contact centers across the globe and has led to an expansion of ASP (application service providers). </p><p>IVR applications can also be hosted on the public network, without contact center integration. Services include public announcement messages and message services for small business. It is also possible to deploy two-prong IVR services where the initial IVR application is used to route the call to the appropriate contact center. This can be used to balance loading across multiple contact centers or provide business continuity in the event of a system outage. </p> <div class="mw-heading mw-heading2"><h2 id="Criticism">Criticism</h2><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Interactive_voice_response&action=edit&section=16" title="Edit section: Criticism"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <p>Surveys show IVR is generally unpopular with customers. It is difficult to use and unresponsive to the caller. Many customers object to talking to an automated system. There is a perception that IVR is adopted because it allows companies to save money and allow the hiring of fewer employees to answer the phone.<sup id="cite_ref-27" class="reference"><a href="#cite_note-27"><span class="cite-bracket">[</span>27<span class="cite-bracket">]</span></a></sup> Additionally, as basic information is now available online, the calls coming into a call center are more likely to be complex problems and not ones that can be resolved in an automated fashion, thus requiring the attention of a live agent. </p> <div class="mw-heading mw-heading2"><h2 id="See_also">See also</h2><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Interactive_voice_response&action=edit&section=17" title="Edit section: See also"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <ul><li><a href="/wiki/Automatic_number_identification" title="Automatic number identification">Automatic number identification</a></li> <li><a href="/wiki/Call_avoidance" title="Call avoidance">Call avoidance</a></li> <li><a href="/wiki/Call_Whisper" class="mw-redirect" title="Call Whisper">Call whisper</a></li> <li><a href="/wiki/Dialog_system" class="mw-redirect" title="Dialog system">Dialog system</a></li> <li><a href="/wiki/Dialed_Number_Identification_Service" title="Dialed Number Identification Service">Dialed Number Identification Service</a> (DNIS)</li> <li><a href="/wiki/Dual-tone_multi-frequency" class="mw-redirect" title="Dual-tone multi-frequency">Dual-tone multi-frequency</a> (DTMF)</li> <li><a href="/wiki/Electronic_patient-reported_outcome" title="Electronic patient-reported outcome">Electronic patient-reported outcome</a></li> <li><a href="/wiki/Natural_language" title="Natural language">Natural language</a></li> <li><a href="/wiki/Radix_economy" class="mw-redirect" title="Radix economy">Radix economy</a></li> <li><a href="/wiki/Speech_recognition" title="Speech recognition">Speech recognition</a></li> <li><a href="/wiki/Speech_synthesis" title="Speech synthesis">Speech synthesis</a></li> <li><a href="/wiki/Voice_portal" title="Voice portal">Voice portal</a></li> <li><a href="/wiki/Voder" title="Voder">Voder</a></li> <li><a href="/wiki/Voice-based_marketing_automation" title="Voice-based marketing automation">Voice-based marketing automation</a></li> <li><a href="/wiki/Voice_user_interface" title="Voice user interface">Voice user interface</a></li></ul> <div class="mw-heading mw-heading2"><h2 id="References">References</h2><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Interactive_voice_response&action=edit&section=18" title="Edit section: References"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <style data-mw-deduplicate="TemplateStyles:r1239543626">.mw-parser-output .reflist{margin-bottom:0.5em;list-style-type:decimal}@media screen{.mw-parser-output .reflist{font-size:90%}}.mw-parser-output .reflist .references{font-size:100%;margin-bottom:0;list-style-type:inherit}.mw-parser-output .reflist-columns-2{column-width:30em}.mw-parser-output .reflist-columns-3{column-width:25em}.mw-parser-output .reflist-columns{margin-top:0.3em}.mw-parser-output .reflist-columns ol{margin-top:0}.mw-parser-output .reflist-columns li{page-break-inside:avoid;break-inside:avoid-column}.mw-parser-output .reflist-upper-alpha{list-style-type:upper-alpha}.mw-parser-output .reflist-upper-roman{list-style-type:upper-roman}.mw-parser-output .reflist-lower-alpha{list-style-type:lower-alpha}.mw-parser-output .reflist-lower-greek{list-style-type:lower-greek}.mw-parser-output .reflist-lower-roman{list-style-type:lower-roman}</style><div class="reflist"> <div class="mw-references-wrap mw-references-columns"><ol class="references"> <li id="cite_note-1"><span class="mw-cite-backlink"><b><a href="#cite_ref-1">^</a></b></span> <span class="reference-text"><style data-mw-deduplicate="TemplateStyles:r1238218222">.mw-parser-output cite.citation{font-style:inherit;word-wrap:break-word}.mw-parser-output .citation q{quotes:"\"""\"""'""'"}.mw-parser-output .citation:target{background-color:rgba(0,127,255,0.133)}.mw-parser-output .id-lock-free.id-lock-free a{background:url("//upload.wikimedia.org/wikipedia/commons/6/65/Lock-green.svg")right 0.1em center/9px no-repeat}.mw-parser-output .id-lock-limited.id-lock-limited a,.mw-parser-output .id-lock-registration.id-lock-registration a{background:url("//upload.wikimedia.org/wikipedia/commons/d/d6/Lock-gray-alt-2.svg")right 0.1em center/9px no-repeat}.mw-parser-output .id-lock-subscription.id-lock-subscription a{background:url("//upload.wikimedia.org/wikipedia/commons/a/aa/Lock-red-alt-2.svg")right 0.1em center/9px no-repeat}.mw-parser-output .cs1-ws-icon a{background:url("//upload.wikimedia.org/wikipedia/commons/4/4c/Wikisource-logo.svg")right 0.1em center/12px no-repeat}body:not(.skin-timeless):not(.skin-minerva) .mw-parser-output .id-lock-free a,body:not(.skin-timeless):not(.skin-minerva) .mw-parser-output .id-lock-limited a,body:not(.skin-timeless):not(.skin-minerva) .mw-parser-output .id-lock-registration a,body:not(.skin-timeless):not(.skin-minerva) .mw-parser-output .id-lock-subscription a,body:not(.skin-timeless):not(.skin-minerva) .mw-parser-output .cs1-ws-icon a{background-size:contain;padding:0 1em 0 0}.mw-parser-output .cs1-code{color:inherit;background:inherit;border:none;padding:inherit}.mw-parser-output .cs1-hidden-error{display:none;color:var(--color-error,#d33)}.mw-parser-output .cs1-visible-error{color:var(--color-error,#d33)}.mw-parser-output .cs1-maint{display:none;color:#085;margin-left:0.3em}.mw-parser-output .cs1-kern-left{padding-left:0.2em}.mw-parser-output .cs1-kern-right{padding-right:0.2em}.mw-parser-output .citation .mw-selflink{font-weight:inherit}@media screen{.mw-parser-output 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