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IVR (Interactive Voice Response)

IVR enables automated self-service over the phone, giving callers a number of options to choose from via DTMF inputs and ASR. Based on the caller’s selections, messages can be played offering access to further services, or the call can be intelligently routed to a live agent (see ACD) in a contact centre. As the first point of contact for callers trying to reach an organisation over the phone, it is crucial that IVR menus are efficiently structured and well adapted to the needs of the caller. A negative experience with the IVR leads to customer complaints and a reputation for poor service, whereas a good experience makes the customer feel valued and keeps them satisfied.