Interactive Voice Response (IVR)

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In telephony, interactive voice response, or IVR, is a phone technology that allows a computer to detect voice and touch tones using a normal phone call. The IVR system can respond with pre-recorded or dynamically generated audio to further direct callers on how to proceed. IVR systems can be used to control almost any function where the interface can be broken down into a series of simple menu choices. Once constructed IVR systems generally scale well to handle large call volumes.

"Interactive Voice Response" is a telephony technology option that provides Call Center connectivity between your phone lines and computer databases. IVR software provides customers with the ability to directly access information without the help of a Call Center agent.

IVR software lets customers use a touch tone telephone to interact directly with a database. This gives customers the ability to acquire information from, or enter data, directly into your database. Interactive Voice Response does not require human interaction over the telephone. You control the customer's interaction with the database based on predetermined settings that instruct the IVR system on which data users will have access to. For example, banks and credit card companies use IVR systems so that their customers can receive up-to-date account information instantly and easily without having to speak directly to a person. Interactive Voice Response is also used to gather information, as in the case of telephone surveys, in which the user is prompted to answer questions by pushing the numbers on a touch tone phone.

IVR call flow scripting eliminates routine, repetitive agent tasks. Wasted time spent calling up customer records is eliminated when the IVR system pops caller records onto agent screens as they answer each call.

Example Usage

A caller dials a telephone number that is answered by an IVR system. The IVR system executes an application which is tied to the number dialled (DNIS Dialled number information service). As part of the application, pre-recorded audio files or dynamically generated Text to Speech (TTS) audio explain the options available to the caller. The caller is given the choice to select options using DTMF tones or spoken word. Speech recognition is normally used to carryout more complex transactions and simplfies the application menu structure.

Typical Uses

IVR systems are typically used to service high call volumes, reduce cost and improve the customer experience. Examples of typical IVR applications are, telephone banking, televoting, and credit card transactions.

Large companies use IVR services to extend the business hours of operation. The use of the VUI (Voice User Interface) is designed to match the customer experience of the web interface. Companies have realised that access to voice services is impulsive and readily available. This is down to the high penetration of mobile phones.

Call centers use IVR systems to indentify and segment callers. The ability to indentify customers allows the ability to tailor services according to the customer profile. It also allows the option of choosing automated services. Information can be fed to the caller allowing choices such as, wait in the queue, choose an automated service, or request a callback. (At a suitable time and telephone number) The use of CTI(Computer Telephone Integration) will allow the IVR system to look up the CLI (Calling Line ID) on a network database and indentify the caller. This is currently accurate for about 80% of inbound calls, but will increase as mobile phones become more popular. In the cases where CLI is witheld or unavailable, the caller can be asked to indentify themselves by other methods such as a pin number or password. The use of DNIS (Dialled number information services) will ensure that the correct application and language is executed by the IVR system.

Voice activated Diallers. (VAD) Voice activated IVR systems are now used to replace the switchboard or PABX (Private Automatic Branch Exchange) operators. These are used in many hospitals and large business to reduce the caller waiting time. An additional function is the ability to allow external callers to page hospital staff and transfer the inbound call to the paged person.

Entertainment and information. The largest installed IVR platforms are used for applications such as voting in TV game shows such as American Idol, X Factor, Big Brother, etc., which can generate enormous call spikes. IVRs have also been widely used to take orders for mobile content, such as ringtones and logos, weather forecasts, crossword answers, and the whole spectrum of adult entertainment.

Anonymous Access. IVR systems also allow callers to obtain data relatively anonymously. Hospitals and Clinics have used IVR systems to allow callers to receive anonymous access to test results. This is information that could easily be handled by a person but the IVR system is used to preserve privacy and avoid potential embarrassment of sensitive information or test results.

Clinical Trials. IVR systems are used by large pharmaceutical companies to conduct global clinical trials and manage the large volumes of data generated. The application used by the IVR in clinical trials is generally referred to as a Voiceform application. The caller will respond to questions in their preferred language and their responses will be logged into a database and possibly recorded at the same time to confirm authencity. Applications include patient randomization and drug supply management.

From wikipedia