用AI电话系统替代人工问卷调查，大规模部署验证可行
Telephone Surveys Meet Conversational AI: Evaluating a LLM-Based Telephone Survey System at Scale
- 整合TTS、LLM、STT实现类人对话式电话访谈
- 美、秘两国共2814人参与，结构化问题数据质量接近人工
- 适合需快速大规模收集数据的市场与社会科学研究
电话调查仍是获取洞察的重要工具，但通常需大量人力培训与协调。本文提出一个基于AI的电话调查系统，融合文本转语音（TTS）、大语言模型（LLM）和语音转文本（STT），在大规模上模拟人类访谈的双向对话能力。我们在美国进行试点研究（n = 75），并在秘鲁开展大规模部署（n = 2,739），通过网页链接邀请参与者并直接拨打电话。该AI代理成功执行开放式与封闭式问题，处理基本澄清，并动态跳转分支逻辑，实现无需招募或培训人工访员的大规模快速部署。结果显示，尽管AI在挖掘定性深度方面较人类访员有限，但整体数据质量在结构化项目上已接近人工标准。本研究是首个在真实调查场景中成功实现大规模部署的基于LLM的电话访员案例。该系统有望推动市场调研、社会科学与民意研究中可扩展、一致的数据采集，提升运营效率并保持研究所需的数据质量。
原文摘要 · Abstract (English)
Telephone surveys remain a valuable tool for gathering insights but typically require substantial resources in training and coordinating human interviewers. This work presents an AI-driven telephone survey system integrating text-to-speech (TTS), a large language model (LLM), and speech-to-text (STT) that mimics the versatility of human-led interviews (full-duplex dialogues) at scale. We tested the system across two populations, a pilot study in the United States (n = 75) and a large-scale deployment in Peru (n = 2,739), inviting participants via web-based links and contacting them via direct phone calls. The AI agent successfully administered open-ended and closed-ended questions, handled basic clarifications, and dynamically navigated branching logic, allowing fast large-scale survey deployment without interviewer recruitment or training. Our findings demonstrate that while the AI system's probing for qualitative depth was more limited than human interviewers, overall data quality approached human-led standards for structured items. This study represents one of the first successful large-scale deployments of an LLM-based telephone interviewer in a real-world survey context. The AI-powered telephone survey system has the potential for expanding scalable, consistent data collecting across market research, social science, and public opinion studies, thus improving operational efficiency while maintaining appropriate data quality for research.
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