IVR (Interactive Voice Response) is an automated telephony system that allows callers to interact with a company’s phone system through voice commands or keypad inputs (DTMF tones), without requiring direct assistance from a live agent. It helps route calls, provide information, and streamline customer service operations.
IVR systems are commonly used for:
-Call Routing: Directing callers to the right department or agent based on their input.
-Self-Service Support: Allowing customers to check balances, track orders, or get answers without speaking to a representative.
-Information Delivery: Sharing updates like business hours, payment reminders, or service notifications.
-Reducing Wait Times: Handling high call volumes efficiently with automation.
Example:
When you call a bank and hear, “Press 1 for account balance, Press 2 to speak to a representative,” you are interacting with an IVR system.
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