If you have ever tried to call a bank, internet provider or any company for that matter, you have probably encountered IVR.
IVR stands for Interactive Voice Response and is that automated menu you reach in a call that says ‘For our opening ours, press 1, for customer service, please press 2’ and so on…
IVR allows businesses to automatically direct a caller to the appropriate person or department, improving the customer experience without them having to go through multiple people to get to the correct place.
An IVR works by collecting information from the customer. Commonly, the caller will be prompted to select options by using their phone’s keypad or using voice recognition technology.
More advanced IVRs can provide customers with pre-recorded answers to FAQ’s.