Seminar On

Interactive Voice Response System

Presented byDeepjyoti Choudhury

Gau-c-13/161
B.Tech 7th sem IT

Content
o What is IVRS?
o How it works?
o Its Features
o Components of basic IVR system
o Its Benefits
o Commercial Viability
o Applications
o Disadvantages
o Conclusion

What a IVR system is?

A technology that allows a computer to interact with humans through the use
of voice and DTMF tones input via keypad.
It is used to enable the caller to retrieve the information from database, enter
information into database or Both.

How an IVR works?

An IVR system talks to callers following a pre-recorded script.
It prompt a response to caller respond either verbally or by pressing a touchtone key.
Supplies the information based on response made and data available.

Technology behind the automation

Computer-telephone integration
Dual-tone multi frequency system- way for a phone to communicate with
computer
Each number key on a telephone emits two simultaneous tones: one lowfrequency and one high-frequency
Telephony board- to understand the DTMF signals
Speech recognition software and Text-to-speech (TTS)
VXML based IVR telephone network, TCP/IP network, Databases etc.

IVR
Diagram

Features of an IVR system

24*7 Service
Capable to store responses made by callers for future references
Able to provide different responses to callers based on latest information

Components of basic IVR system

The DSC IVR components include an IVR phone system which combines an
industry standard IVR server (computer hardware) with DSC's internally
developed IVR software as well as IVR applications developed specifically for
each client.
IVR Servers- WIZARD analogue IVR and PACER digital IVR
IVR Software- Visual Basics, C and C++

Benefits of IVR system

Dynamic reduction in operational costs
Improves productivity
A higher percentage of calls can be partially or fully automated
Frees the service agent from many routine tasks

Savings in overhead costs

As a result of decreased labour expenses
As a result of decreased real estate requirements and related infrastructure

Commercial viability of IVR

Customers interact with business via phone
IVR reliability and accuracy is over 90%
Directed speech recognition application pays for itself in 9-18 months in call
centres with more than 50 agents

Current usage of IVR

Package tracking
Stock quotes and trading
Insurance claims
Travel arrangements
Restaurant reservations
Banking activities
Interaction with government agencies
Directory Assistance

VoiceCampus: an automated interactive voice response

system for students
An automated multi-lingual interactive voice response (IVR) telephone system
utilizing high-end speech recognition and text to speech (TTS) technologies.
A dialogue between the student and the system via a simple voice call
Main architecture consists of three entities:
1. Telephony entity
2. Administrator entity
3. Speech entity

Disadvantages
The greatest disadvantage of IVR systems is that many people simply dislike
talking to machines.
Older adults may have a hard time following telephone menus and lengthy
instructions.
younger callers get frustrated with the slowness of multiple phone menus.

References
http://electronics.howstuffworks.com/interactive-voice-response.html
https://support.easycontactnow.com/hc/en-gb/articles/202365802-IVRcomponents
VOICECAMPUS: AN AUTOMATED INTERACTIVE VOICE RESPONSE
SYSTEM FOR STUDENTS , Andreas Velonis, Theofilos Milonas, George
Papazidis, George Dimitriou
INTERACTIVE VOICE RESPONSE SYSTEM FOR EDUCATIONAL
INSTITUTION, Ms Seema P Mishra, Ms Apeksha S.Chavan,
Swapnil S. Gourkar

Summary
IVR systems have strengthen their roots widely over the last some years and
it would get better than the present scenario system.
It will be digitally accessed and will have a strong data base and can be
operated easily and of low cost. And the future will show that
every organization will be using this system.

Thank You