Interactive Voice Response (IVR) refers to an automated telephony technology that enables interaction between a computer system and humans through natural language voice commands or touch-tone keypad inputs. It is a communication system that allows callers to interact with a pre-recorded voice menu and navigate through various options to access the desired information or complete specific tasks without the need for human intervention.
IVR systems typically use speech recognition or DTMF (Dual-Tone Multi-Frequency) tones to interpret user inputs and provide appropriate responses. The system can be programmed to offer a range of services such as providing account balances, processing payments, answering frequently asked questions, and routing calls to the appropriate department or individual.
Businesses and organizations employ IVR systems as a cost-effective and efficient way to handle a large volume of incoming calls, as it reduces the reliance on human operators, speeds up the process, and ensures consistent and accurate information delivery. IVR technology is widely used in customer service, telemarketing, and other telephone-based services, offering convenience and self-service options to callers while still being available 24/7.
Overall, IVR is a telephony system that allows callers to interact with an automated menu, utilizing either voice commands or touch-tone inputs, to access information or complete specific tasks without human assistance. It enhances customer service, reduces costs, and streamlines call handling processes for businesses and organizations.
