Why is it in the News?

Political parties are currently reaching out to voters through Interactive Voice Response System (IVRS) calls on a daily basis.

What is an Interactive Voice Response System?

• Interactive voice response is a technology that allows telephone users to interact with a computer-operated telephone system through the use of voice and DTMF tones input with a keypad.
• IVR or Interactive Voice Response software accepts caller input, either voice or touch-tone, in response to pre-recorded prompts, and provides programmed responses.
• The responses can range from simple call routing to complex actions involving several external systems and data points depending on the software’s sophistication.
• The name, “interactive voice response” is derived from the caller responding to interactive options, offered by a pre-recorded voice.

Functionality:

• IVRS is powered by pre-recorded messaging or text-to-speech technology.
• It features a dual-tone multi-frequency (DTMF) interface.

Types:

• Touch-tone replacement: This system prompts callers to use a touch-tone keypad selection to access information.
• Directed dialogue: Provides specific verbal prompts to callers depending on their inquiry.
• Natural language: Employs speech recognition to better understand user requests.
• Industry Application: IVRS technology has been widely used across multiple industries, including banking, customer service, education, healthcare, and travel.

Benefits:

• Increased customer satisfaction by providing a streamlined experience.
• Improved contact centre operations and KPIs through call volume management.
• Reduced hold times during high call volume periods.
• Cost-effectiveness by reducing the need for customer service representatives.