What is IVR and Its Major Aspects?



IVR stands for Interactive Voice Recognition, or phone virtual. It's a telephone system feature that allows a caller to dictate their speech and be heard by the system. IVR systems are used in call centres, medical clinics, airline reservation services, banks and financial institutions, insurance companies, mobile apps and e-commerce sites.

Their popularity has skyrocketed in recent years because they have proved to be both time-saving technology for businesses and convenient for customers with low literacy levels or poor computer skills. The more you collect information about the ivr system, the more it will help you better understand. So try to stay focused to learn more about this system and have lovely outcomes.

How do IVR Systems work?

IVR systems are built using an automated menu of options. When a caller calls an IVR-based phone number, the automated phone system recognizes their verbal entry and decides where to send them next in the menu. For example, when a customer calls for flight status information and enters their flight number into the system, the system will recognize this entry and connect them to the proper department.

Since IVRs aren't human beings, they can be programmed with fewer errors than those who have to operate them. As a result, it allows for more efficient call handling time. IVR systems also use voice analysis to enhance customer service, allowing callers to be more easily directed to the proper department. For example, when a customer calls their bank requesting information about their checking account, the bank automatically directs that caller to the account information voicemail.

Uses of IVR System

  • IVRs are sometimes built into telephones. So, for example, when a person gets a call from a friend and pushes the Star or Pound buttons to notify that their friend has called, in this case, IVR systems "listen" to the caller's speech and then process it appropriately or send it on to another system.


  • IVR systems are also used in voicemail systems. For example, a person leaves a message, and the IVR system records it while simultaneously checking to see if the person is eligible to receive that type of message. If so, it will allow the message to go through or ask for more information and then let the call go through. In other cases, IVR systems screen calls for human operators.


  • IVR systems can be programmed to give customers a wide range of options per each response. The system can also be programmed to include recordings of company personnel to give the caller more options to reach a representative that they can speak to. The system can also be programmed with a variety of different greetings per entry.


  • IVR systems are also used in interactive advertising. For example, the person who answers their telephone hears an advertisement and chooses to hear more information about a product or service. These systems allow for increased company exposure and help sell products and services more effectively than other forms of advertisement.

Finally, when you complete reading the details, you will learn about some significant aspects of the interactive voice response system and which will help you run a smooth business.