Customer dread and hatred of IVR systems are the subject of many cartoons, comedy skits, and stories in the popular press, yet those of us in the industry know that telephone self-service can be done well. Understanding what customers really think is often a matter of conjecture, but in this session you have the opportunity to hear the results of a rigorous academic study on customer opinions of IVR systems. Join us for an exploration of what really matters to customers in successful and accepted telephone automation.