Final answer:
Businesses use ACD systems with automated attendants to manage high call volumes, which can give customers information while they wait. CATI systems in surveys can face challenges like data entry errors and deviating from the interview script. Factors like caller ID and privacy concerns can influence the reliability of such systems.
Step-by-step explanation:
The ACD systems mentioned relate to an automated communication process used in business environments, particularly in customer service operations. An Automated Call Distribution (ACD) system often includes an automated attendant feature that greets callers when service desk analysts or representatives are unavailable. This system can also provide useful information to customers waiting on hold, such as answers to frequently asked questions. The effectiveness of these systems is critical in managing customer expectations and improving customer service efficiency.
ACD systems can be integrated with computer-assisted telephone interviewing (CATI) for conducting polls or surveys. CATI systems dial random numbers and connect live respondents to interviewers who input responses directly into a computer program. Challenges with these surveys include potential data entry errors and issues with interviewer consistency if the script is not strictly followed.
Reliability issues within ACD systems and polling mechanisms can arise from various factors such as increased use of caller ID, avoidance of interviews due to privacy concerns, and the hectic nature of respondents' schedules.