Self-service phone menu that routes callers via DTMF (touch-tone) or voice recognition. Modern conversational IVR uses AI.
IVR (Interactive Voice Response)
Self-service phone menu that routes callers via DTMF (touch-tone) or voice recognition. Modern conversational IVR uses AI.
IVR stands for Interactive Voice Response — a self-service phone menu that lets callers navigate options via DTMF (touch-tone) or voice recognition before reaching an agent. Modern conversational IVR uses speech recognition and natural language understanding (NLU) to handle free-form caller speech.
See the IVR pillar for current vendor capabilities.