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IVR - Interactive Voice Response

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SYNTHEIA AI Glossary of Conversational AI Terms - IVR

What is IVR?

IVR, or Interactive Voice Response, is an automated phone system technology that allows callers to interact with a business through voice or keypad inputs. It greets callers, offers menu options, and routes them to the right person, department, or action — all without needing a live operator.

How Does it Work?

An IVR system plays pre-recorded voice prompts or synthesized speech and waits for the caller to either speak a command or press a number on their phone keypad. The system then processes that input and performs the corresponding action — such as transferring the call, providing information, or recording a message.

Modern IVR systems often include:

  • Speech recognition

  • Text-to-speech (TTS)

  • Database integration

  • AI enhancements for smart routing

Why is IVR Important?

IVR improves call efficiency, reduces wait times, and ensures customers get the help they need quickly. It’s especially valuable for businesses that handle high call volumes — like franchises, healthcare clinics, or financial services — by:

  • Automating FAQs or appointment booking

  • Routing calls to the right location or person

  • Operating 24/7 with no human staff needed

  • Delivering consistent, professional messaging

Common IVR Examples

  • “Press 1 for sales, 2 for support…”

  • “Say ‘appointments’ to schedule a visit.”

  • “Enter your account number followed by the pound key.”

  • Virtual receptionists using voice input to route calls

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