IVR

Interactive Voice Response

A technology that enables interaction between a caller and a computer via the telephone. Callers can interact with IVR systems by pressing numbers on a telephone keypad or by speaking simple commands to answer the computer’s voice prompts.

Common uses of IVR include banking services, retail orders, utilities, and telecommunications. For example, customers can use an IVR system to check account balances, pay bills, track a package, or refill a prescription without talking to a human operator. They can also be used to route calls to the appropriate department in a business.

IVR systems can significantly reduce the cost of handling calls by automating routine inquiries and transactions. However, they can also frustrate customers if they’re not well designed, so it’s important to balance automation with the need for human interaction.

• Abbreviation: IVR