What is IVR (interactive voice response)?
A phone menu system where callers press keys or say simple words to choose options, such as "press 1 for sales".
IVR (interactive voice response), explained
IVRs route calls and answer simple questions, but they can't hold a real conversation. Callers often press 0 repeatedly to reach a person.
An AI voice agent replaces the menu with a conversation: the caller simply says what they need, and the agent handles it or transfers the call.
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Related terms
- DTMF (touch-tone)The tones a phone sends when keys are pressed, used by IVR menus to read the caller's choice.
- AI voice agentSoftware that holds a spoken phone conversation with a person, understands what they say and takes action, such as booking an appointment or taking an order.
- Call routingSending each call to the right destination, such as a department, branch or person.
- Warm transferHanding a call to a person along with the context, so the customer doesn't repeat themselves.
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