Interactive Voice Response (IVR) is a technology that allows a computer to interact with humans through the use of voice and keypad inputs. IVR systems are commonly used in call centers and other customer service settings, where they are used to automate the handling of incoming calls and provide information to callers.
IVR agents are computer programs that are designed to handle incoming calls and interact with callers using pre-recorded audio messages and voice recognition technology. IVR agents are typically used to provide information and answer common questions, such as account balances, store hours, and directions. They can also be used to help callers navigate menus and select options, such as routing their call to the appropriate department or representative.
IVR agents are a valuable tool for businesses, because they can handle a high volume of calls efficiently and cost-effectively. They can also provide consistent and accurate information to callers, and can improve the overall customer experience by reducing wait times and offering convenient self-service options.
IVR agents are typically integrated into larger IVR systems, which may also include other features, such as call routing, call recording, and analytics. These systems are typically managed by customer service or IT teams, who are responsible for configuring the IVR agents and maintaining the overall IVR system.
- An Investigation into a Natural Language Interface for Contact Centres (2009)