Interactive Voice Response (IVR)

Interactive Voice Response

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An Interactive Voice Response (IVR) system is a technology that allows a computer to interact with humans through the use of voice and DTMF (dual-tone multi-frequency) tones input via a keypad. It is commonly used in telephony systems to automate interactions with callers, providing a way for users to access information and services without needing to speak to a live operator.

Key Components of an IVR System:

  • Telephone Network: The medium through which the caller connects to the IVR system.
  • IVR Server: The computer system that runs the IVR software and manages the call flow.
  • Database: Stores the information that the IVR system accesses and provides to callers.
  • Voice Recognition Software: Allows the system to understand spoken responses.
  • Text-to-Speech (TTS) Engine: Converts written text into spoken words.
  • Keypad Input Processing: Handles inputs from the caller's phone keypad.
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