IVR stands for Interactive Voice Response. IVR is a technology that allows automated interactions with callers through voice and keypad inputs. IVR systems are commonly used in customer service, call centers, and various industries to streamline and automate communication processes, enabling callers to access information, perform transactions, and navigate through menus using their phone’s keypad or voice commands.
Examples:
- Customer Support Hotline:
- Scenario: A customer calls a company’s support hotline.
- Use of IVR: The IVR system greets the caller, provides menu options (Press 1 for Sales, Press 2 for Support), and directs the call to the appropriate department based on the caller’s input.
- Banking Transactions:
- Scenario: A customer wants to check their account balance over the phone.
- Use of IVR: The customer interacts with the IVR system, enters their account details, and receives automated information about their account balance without speaking to a live agent.
- Appointment Scheduling:
- Scenario: A patient calls a medical clinic to schedule an appointment.
- Use of IVR: The IVR system guides the caller through options, allowing them to choose a suitable time for their appointment, without requiring human intervention.
- Surveys and Feedback:
- Scenario: A company wants to gather customer feedback.
- Use of IVR: Customers receive automated calls, and the IVR system asks them to respond to survey questions by pressing specific digits on their phone keypad.
- Automated Bill Payments:
- Scenario: A utility company allows customers to pay bills over the phone.
- Use of IVR: Customers interact with the IVR system to enter payment details, confirm the amount, and complete the bill payment process without speaking to a live agent.