Interactive Voice Response (IVR)

Interactive Voice Response (IVR)

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IVR technology traces its roots back to the 1960s with the creation of "Audrey," a voice recognition system by Bell Laboratories.

1. What is Interactive Voice Response (IVR)?

Interactive voice response is an automated telephony system that allows callers to interact with a computerized menu or voice prompts using their telephone keypad or voice commands. 

IVR technology enables callers to navigate through a series of options or access specific information by selecting numerical choices or speaking certain keywords or phrases. It is commonly used in call centers and customer service applications. 

An interactive voice response system is used to automate routine inquiries, gather information, route calls to the appropriate department or agent, and provide self-service options to callers.

2. What is the purpose of an interactive voice response IVR system?

An interactive voice response system aims to automate and streamline customer interactions by providing self-service options, gathering information, and routing calls efficiently, ultimately reducing call center workload.

3. What is an example of interactive voice response?

An example of interactive voice response (IVR) is when you call a customer support helpline and are greeted with a recorded message that provides options like "Press 1 for billing inquiries, press 2 for technical support." 

This allows you to choose the appropriate option using keypad input or voice commands to navigate through the menu and reach the desired department or service.

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