Interactive Voice Response (IVR) is an automated system that callers can interact with by using voice prompts or keypad inputs on the phone.
By gathering key information about the caller’s needs and intent, IVR technology can help route incoming calls to the correct department, as well as provide some self-service options before a live agent becomes available.
IVR can be useful in reducing the average wait time for callers and automating some of the most common customer inquiries.