The IVR of the Future Uses Artificial Intelligence

IVR is Here to Stay Maximizing customer satisfaction at minimum cost is the top goal for any business offering customer service. Many businesses use Interactive Voice Response (IVR) technology to automate frequently performed phone transactions via pre-recorded voice prompts and dual-tone multi-frequency (DTMF) tones of the phone keypad (i.e., "Press 1 for Sales, press 2 for Billing, press 3 to speak to a representative…."). The most common uses for IVR include the automation of service selection, caller identification, self-service, and caller preparation. Today's use of IVR is generally helpful to callers, but listening to lengthy menu options can significantly lower the customer experience. In this blog, we consider how we can use IVR to its fullest potential, and what will IVR be like in the future.