Interactive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via keypad.
How interactive voice response works
An IVR application provides prerecorded voice responses for appropriate situations, keypad signal logic, access to relevant data and, potentially, the ability to record voice input for later use. Using computer telephony integration (CTI), IVR systems can hand off a call to a human being who can view data related to the caller on a display.
IVR systems also use dual-tone multi-frequency (DTMF) signals as a line of communication between a phone and a computer. The computer uses a telephony board or card to understand DTMF signals.
Benefits of interactive voice response is here:
Greater customer satisfaction. IVR technology eliminates wait times by responding to a caller immediately.
24/7 service. IVR technology can operate without any interruptions and is available to provide information to callers whenever they need it.Saves time and money. IVR technology can replace humans to answer frequently asked questions or to provide commonly requested information –such as directions, hours of operation, etc. — that doesn’t require critical thinking are skills.