Glossary
Last updated: 2024-11-15IVR (Interactive Voice Response)
An automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipient.
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 a keypad.
How IVR Works
IVR systems allow callers to navigate a phone menu. The system plays pre-recorded voice prompts, and the caller responds either by speaking or by pressing buttons on their phone.
Benefits of IVR
- Increased Efficiency: Calls are automatically routed to the correct department.
- Cost Savings: Less staff is required for manual call answering.
- 24/7 Availability: Customers can access basic information even outside of business hours.
IVR in the Age of AI
Modern IVR systems, often referred to as Conversational IVR, use Natural Language Processing (NLP) to allow callers to speak in full sentences rather than just giving simple commands. Famulor uses this exact technology to enable an even more natural interaction.