However, instead of manually keying in their answers as with DTMF tones, callers actually speak their answers directly into the phone. Speech Recognition (sometimes called Voice Recognition) is another way IVR systems collect information from callers. Each tone has a specific pitch that the IVR system “understands” and processes accordingly.ĭTMF tones are often used to get answers to more basic questions, such as language preference, credit card number, account number, or desired department.Īn example of IVR data collection via DTMF tones is, “To continue in English, please press 1.” Let’s quickly define these terms and explain how they relate to IVR.ĭTMF tones, also called touch tones, are the number and letter keys the caller uses to enter in their answers to pre-recorded IVR prompts. Human assistants must do all of this manually, while IVR systems rely on Artificial Intelligence (AI), DTMF tones, speech recognition, and automation to manage calls.
The main difference between human assistants and IVR systems is the way they collect, process, and act on the information provided.
Forwarding the call to the appropriate agent/department. Deciding which agent or department to direct the call to. In fact, IVR systems and human assistants do much of the same work, such as: IVR works by acting as a virtual assistant for your business, by providing callers with easy and efficient self-service options. Accesses needed information (account balance, order status, delivery updates, etc.). Completes their desired action via IVR automation (bill payment, account updates, etc.). Speaks to a relevant agent with the training and skills to best assist the caller. IVR phone systems eliminate the need for a live agent to manually respond to incoming calls by playing pre-recorded menu options that the caller responds to via speech or by entering answers via touch tone keypad.Īdmins create numerous preset call paths ( call flows) that the caller is guided through based on their answers to IVR prompts. It allows businesses of all sizes to offer a high level of “always-on” customer self-service options in addition to connecting callers to the appropriate agents when needed. Interactive Voice Response (IVR) is a phone system feature that uses automation and speech recognition to collect caller data and route calls according to the information provided. What Is Interactive Voice Response (IVR)?
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