Interaction between a human and a computer in which the human caller inputs commands and requests to the computer, which responds in either pre-recorded or synthesized speech form.The human input can be the form of spoken words or as tones sent via the telephone keypad. If the input is speech, IVR is much like having a frustrating conversation with a dimwitted and highly inflexible human call center agent. In a database access application, a voice processing system with IVR capability is positioned as a front end to a general-purpose computer and multiple databases.Through speech recognition technology, and text-to-speech (TTS) capability, and perhaps voice print matching for security, a complete transaction can be accomplished on a voice basis without human involvement&except for the caller, of course. Reservations centers and financial institutions make heavy use of such capabilities in support of routine transactions, thereby reducing staffing levels and providing customer service on a 24
(Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. The caller responds by pressing digits on the telephone or speaking words or short phrases. Applications include bank-by-phone, flight-scheduling information and automated order entry and tracking. Handle the Easy Questions IVR systems allow callers to get needed information 24 hours a day. They are also used as a front end to call centers in order to route as many calls as possible away from costly human agents. In such cases, IVR does not replace the agent, but keeps them from constantly having to answer the same simple questions. The IVR System Most IVR systems reside in PCs equipped with specialized PCI cards that connect to the telephone system to switch the calls. Systems can be networked on LANs and come with software that lets the developer create applications quickly. Most allow for the building of call flows by dragging and dropping icons of functions. See IVVR, voice portal, ASR, ACD, CTI and V-Commerce.