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  • Interactive Voice Response Systems (IVRS)

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    Interactive voice response systems (IVRS) allow humans to interact with a computer-operated phone system through keypad inputs to obtain information or complete transactions. An IVRS uses pre-recorded or dynamically generated audio prompts to guide callers and can handle high call volumes, with common uses including customer service, scheduling, and purchases. While initially complex and expensive, IVRS became more widespread and affordable starting in the late 1990s as companies integrated them into call centers.

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    Interactive voice response systems (IVRS) allow humans to interact with a computer-operated phone system through keypad inputs to obtain information or complete transactions. An IVRS uses pre-recorded or dynamically generated audio prompts to guide callers and can handle high call volumes, with common uses including customer service, scheduling, and purchases. While initially complex and expensive, IVRS became more widespread and affordable starting in the late 1990s as companies integrated them into call centers.

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    11 views4 pages

    Interactive Voice Response Systems (IVRS)

    Uploaded by

    parinita ravi
    Interactive voice response systems (IVRS) allow humans to interact with a computer-operated phone system through keypad inputs to obtain information or complete transactions. An IVRS uses pre-recorded or dynamically generated audio prompts to guide callers and can handle high call volumes, with common uses including customer service, scheduling, and purchases. While initially complex and expensive, IVRS became more widespread and affordable starting in the late 1990s as companies integrated them into call centers.

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    of 4

    INTERACTIVE VOICE

    RESPONSE SYSTEMS
    (IVRS)

    Aayush Khanna, 1910802


    MEANING

    • It is a technology that allows humans to interact with a computer-


    operated phone system
    • Used in customer care call enquiries, booking gas cylinder refills, etc
    HOW DOES IT WORK??

    • It allows customers to interact with a company’s host system via a telephone


    keypad.
    • The system responds with pre-recorded or dynamically generated audio to
    further direct users on how to proceed.
    • The systems deployed in the network are sized to handle large call volumes
    • Used for Mobile purchases, banking systems, services, retail orders ,and
    many more
    HISTORY

    • In the 1970s, the technology was considered complex and expensive for
    automating tasks in call centers
    • First Commercial Application of IVR developed by Steven Schmidt in 1973
    • In the late 1990s, companies started to invest in CTI with IVRS.
    • Starting in the 2000s, voice response became more common and cheaper to
    deploy.

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