Interactive
voice recognition system
Interactive Voice Response (IVR) is a technology that
allows a computer to detect voice and dual-tone multi-frequency signaling (DTMF) keypad inputs. IVR technology
is used extensively in telecommunication, but is also being introduced into
automobile systems for hands-free operation. Current deployment in automobiles
revolves around satellite navigation, audio and mobile phone systems. In
telecommunications, IVR allows customers to access a company’s database via a
telephone keypad or by speech recognition, after which they can service their
own inquiries by following the instructions. IVR systems can respond with
pre-recorded or dynamically generated audio to further direct users 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. In
telecommunications applications, such as customer
support lines, IVR systems
generally scale well to handle large call volumes.
It has become common in industries that have recently
entered the telecommunications industry to refer to an Automated Attendant as an IVR. The terms Automated Attendant and IVR are distinct and mean different things
to traditional telecommunications professionals, whereas emerging telephony and
VoIP professionals often use the term IVR as a catch-all to signify any kind of
telephony menu, even a basic automated attendant. The term VRU, for Voice Response Unit, is
sometimes used as well.[1]
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