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IVR - Interactive Voice Response

IVR or Interactive Voice Response is a useful technology for call flow management. Often designed to maximize the number of incoming calls managed in self-service mode and minimize the need for human agents.

With IVR it is possible to create multiple choice voice menus, enter pre-recorded messages and — thanks to the integration with other company software — provide information or perform actions.

Usually, the interaction with IVR takes place via touch-tone keypad selection: the user types the option on their phone and the system provides the appropriate responses, or in other cases, routes the call to the selected office.

More advanced IVR systems integrate speech-recognition software (ASR) that allows the caller to request information, answer questions, perform actions, etc. simply by speaking, generating a conversational experience. These IVRs are often referred to as conversational IVRs.

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