IVR (Interactive Voice Response) is an automated telephone system that interacts with callers using pre-recorded voice instructions or menus. The system collects the actions of callers in the form of keystrokes and sends the call to secondary menus or call center agents in order to resolve their queries.
IVR Systems can typically handle and service high volumes of phone calls. With an interactive voice response system, companies can reduce costs and improve the customer experience, since callers get the information they need 24 hours a day without the need for expensive human staff.
HOW DOES AN IVR SYSTEM WORK?
Interactive Voice Response or IVR is a telephony technology that allows customers to interact with the company’s customer service system through configurable voice menus, in real time, using DTMF tones.
The interactive voice response or IVR (Interactive Voice Response) consists of a telephone system that is capable of receiving a call and interacting with the human through voice recordings and the recognition of simple answers, such as «yes», » no” or others. It is an automated interactive response system, aimed at delivering or capturing information over the telephone, allowing access to information services or other operations. Network-deployed IVR systems have the ability to handle large call volumes and are also used for outbound calls, as these systems are more intelligent than many predictive dialing systems.
The Interactive Voice Response or IVR system is a technology that many companies have been using for years to improve their customer service. However, the difficulties of IVR to fully meet the needs of customers and the evolution of technology in the fields of Artificial Intelligence and Natural Language Processing, have made it easier for the traditional IVR to evolve to Voicebots or intelligent voice bots.
Voicebots, increasingly in demand by companies, take on a large number of tasks, improving the Contact Center and the experience of the user who calls. Chatbots can detect intentions and emotions in interactions, which allows agile and consistent responses to any query or request, in addition to learning from their own interactions thanks to the use of Artificial Intelligence (AI), to implement this type of system.
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