Interactive Voice Response (IVR)
Interactive Voice Response (IVR) is an automated telephony system that interacts with callers through the use of voice and DTMF keypad inputs, gathers information and routes calls to the appropriate recipient
In telecommunications, IVR allows customers to interact with a company’s database via a telephone keypad or by speech recognition, after which they can service their own inquiries by following the IVR dialogue. IVR systems can respond with prerecorded or dynamically generated audio to further direct users on how to proceed. IVR applications can be used to control almost any function where the interface can be broken down into a series of simple interactions. IVR systems deployed in the network are sized to handle large call volumes.
IVR technology is also being introduced into automobile systems for hands-free operation. Current deployment in automobiles revolves around satellite navigation, audio and mobile phone systems.
Typical Uses of IVR
- IVR systems are typically used to service high call volumes, reduce cost and improve the customer experience. Examples of typical IVR applications are telephone banking, televoting, and credit card services. Companies also use IVR services to extend their business hours to 24/7 operation.
- 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 (at a suitable time and telephone number).
- Smaller companies and start-ups can also use an IVR system to make their business appear larger than it is.