IVR stands for Interactive Voice Response. It is a technology that allows a computer to interact with humans through the use of voice and DTMF tone input via a keypad.

IVR systems are commonly used in call centers and customer service lines to handle a large volume of incoming calls. They can be used to provide information, take orders, and even handle customer complaints. The system prompts the caller with a series of menu options, and the caller can select the appropriate option by pressing the corresponding key on their phone’s keypad.

The IVR system can also be integrated with other technologies such as speech recognition, which allows callers to speak their selection rather than pressing a key. This can make the interaction more natural and easier for the caller.

IVR systems can also be used to automate common tasks such as account balance inquiries or bill payments, reducing the need for human operators and improving efficiency.

One of the key benefits of IVR is that it allows for 24/7 availability, so customers can access information or perform tasks even when call center agents are not available. Additionally, IVR can handle a large volume of calls simultaneously, reducing wait times for customers.

However, IVR systems can also be frustrating for customers if the menu options are not clear, or if the system is not able to handle their specific request. It is important for businesses to regularly evaluate and improve their IVR systems to ensure they meet the needs of their customers.