IVR (Interactive Voice Response)

IVR is a technology where a recorded voice is used to note customer responses, and take relative actions. An IVR is generally used in customer support where it helps customers to reach to the right person.

The concept of an Interactive Voice Response System may sound foreign to you, but you have probably experienced it hundreds of times without even realizing. Remember the last time you called your mobile operator to pay a bill or ask for something, and an automatic voice guided you through the process? Does the phrase “Press 1 for Sales, 2 for Support…” sound familiar to you? Today, we are going to talk about the technology behind it.

What is an Interactive Voice Response System?

The Interactive Voice Response System, shortly called IVR, is a technology that allows a computer to interact with humans using voice and Dual-tone Multi-frequency signaling (DTMF). This technology enables the identification and routing of users to the most adequate agent within the company, increasing efficiency and reducing costs as a result from customer segmentation. In other words, the IVR is the automated technology behind the pre-recorded instructions, questions, and suggestions that you hear so often on the phone before talking to a real agent. In more sophisticated systems, companies are able to gather input and real-time responses through spoken words using voice recognition. This means that sometimes, you can complete less complicated cases (such as paying a bill), without ever having to talk with an actual customer service representative.

2.What is Multi-level IVR System?

The Interactive Voice Response System allows users to interact with the company’s host infrastructure, usually via a telephone keypad or using speech recognition. IVR systems usually consist of telephone equipment, software apps, support infrastructure, and databases. When the customer calls the company, the IVR application responds with pre-recorded messages, and guides the customer through the different steps of the process.
An example of a conversation scenario with an IVR may go like that:

Get free resources for your startup weekly

Subscribe to our newsletter to be the first to get the freebies.