Get more value from interactive voice response

An interactive voice response (IVR) system is an automated telephony technology that lets callers access information through a series of pre-recorded messages. It also employs menu options via keypad selection or speech recognition to have their call routed to specific departments.

An interactive voice response (IVR) system uses pre-recorded messages and keypad input/voice recognition to route calls. On the other hand, callbots employ natural language understanding (NLU) algorithms so that bots conduct conversations with inbound-calling customers in as natural of a way as possible.

There are two general types of IVR. Inbound IVR systems handle incoming call volume, while outbound IVR systems make calls on an automated dialing basis. Inbound IVRs tend to be less expensive due to their simplicity, but outbound IVRs can be customized to employ names and details during customer conversations.

Interactive voice response (IVR) works either by presenting customers with a predefined list of options to choose from or by AI-driven speech recognition. The latter allows customers to phrase their answers or intent in their own words. This is then matched to a much wider range of options in the AI’s corpus than is possible in a traditional IVR menu, allowing for more accurate qualification and lower-effort interaction.

Thanks to the newest technology currently available on the market, IVRs can enable secure payments during interactions with both virtual and human agents alike. Odigo’s PCI-DSS-compliant CCaaS solution includes an IVR that makes phone payments safe and discreet.