Interactive Voice Response (IVR) is a technology that allows a computer to interact with humans through the use of voice and Dual-tone multi-frequency signaling (DTMF) tones input via keypad.
- ■ IVR maintains the interface with the customers with prerecorded or dynamically generated audio to further directions to customers
- ■ IVR systems are typically intended to service high call volumes, reduce cost and improve the customer experience.
This provides a more efficient system in which agents have more time to deal with complex interactions than those simple yes or no.
Where can it be used?
- o Mobile – Registration, mobile purchases, such as ringtones and logos
- o Banking – Balance, payments, transfers, transaction history
- o Retail & entertainment – Orders, bookings, credit & debit card payments
- o Utilities – Meter readings, account look-up, history & balance, payment, consumption history
- o Travel – Ticket booking, flight information, check-in
- o Weather forecasts – Water, road and ice conditions
