SMSCart Interactive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via keypad. In telecommunications, IVR allows customers to interact with a company’s host system via a telephone keypad or by speech recognition, after which services can be inquired about through the IVR dialogue. IVR systems can respond with prerecorded or dynamically generated audio to further direct users on how to proceed. Interactive Voice Response systems deployed in the network are sized to handle large call volumes and also used for outbound calling, as these systems are more intelligent than many predictive dialer systems.
Interactive Voice Response systems can be used for mobile purchases, banking payments and services, retail orders, utilities, travel information and weather conditions. A common misconception refers to an automated attendant as an Interactive Voice Response. The terms are distinct and mean different things to traditional telecommunications professionals—the purpose of an IVR is to take input, process it, and return a result, whereas the job of an automated attendant is to route calls.
IVR systems are used to service high call volumes at lower cost. The use of Interactive Voice Response allows callers' queries to be resolved without a live agent. If callers do not find the information they need, the calls may be transferred to a live agent. The approach allows live agents to have more time to deal with complex interactions.
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