Interactive Voice Response (IVR) is a technology that automates phone calls through dialogs that “speak” to a caller by transferring data to and from a database. Callers interact with an IVR system by entering information through a phone’s touchtone keypad or by recognizing a caller’s spoken commands using speech recognition. IVR is used to improve call center and business efficiency in customer service and work force management. Because IVR can automate nearly any call, it is also used to collect data via surveys as well as deliver notifications and alerts through outbound calling mechanisms.
IVR is often criticized as many companies implement poorly designed call flows that lead to customer frustration by not allowing the callers to speak with a live human. However, recent studies show that IVR is becoming more accepted due to increased use of Internet based self-service communications. As consumers and business become more accustomed to communicating with businesses via web sites, SMS, Twitter, and Facebook, IVR acceptance rates should continue to increase.
