Что такое полная форма IVR?

IVR: Interactive Voice Response

Have you ever had to make a call to a company and be instructed by a robot voice saying “please, press 1 for sales, 2 for support”? Yes, that’s IVR for you! It’s somewhat like a digital receptionist, but more modern. Now, let’s get to unraveling the world of IVR and discover the tricks that enable it to function properly.

Interactive Voice Response: The Basics

The phrase IVR is short for Interactive Voice Response. It works by humans interacting with computerized phone systems using voice and DTMF tones, allowing them to input their choices by numerals via keypad. I can say that it’s exactly the same as an assistant robot on your phone that uses pre-recorded voice messages to pick the phone receiver to the right department or person.

IVR technology has been making amazing strides since its inception. It has mowed down the simple menu systems and replaced them with AI-driven conversational systems. It looks like they did not just pass from basic school to college, but actually to advanced levels within just a few of the first decades!

How IVR Works: The Behind-the-Scenes Magic

This is what happens when you dial a number that has the IVR system:

• The system salutes you with a pre-recorded message
• It provides you with some choices from which to pick
• You send your input either in voice tone or by keying it in using the keypad
• The system takes in your input and then redirects your call to wherever you want to be answered

It’s in essence a “choose-your-adventure” book, but for phone calls!

The Benefits of IVR: Why Companies Love It

Businesses have many reasons for using IVR systems:

• They are a great tool for reducing the workload on human agents
• They work non-stop
• They are able to get the best out of many calls at a time without delays
• They are consistent when giving their information to the callers

A research paper by Forrester Research has found that IVR automation can bring down call center costs by 20%. That’s a good amount of money saved!

IVR in Action: Real-World Examples

IVR systems are everywhere. These are some from the many:

• Bank: Check the balance, move money, or report lost cards
• Healthcare: Get appointments or test results
• Retail: Compensate the orders or provide with store information
• Travel: Initial flight booking or checking flights status

In a survey conducted by Software Advice, 63% of the consumers said that they are satisfied with their IVR experiences. That’s not a bad deal, is it?

The Future of IVR: What’s Next?

IVR is changing so fast in the blink of eyes just as Chameleons. Here are some trends you may want to keep an eye on:

• Language processing and AI to make the interaction less robotic
• Combining with IM chat and email to allow other multimodal channels to use them
• Customized access and recommendations of services based on customers’ purchase history and preferences
• Mayb eVisual IVR for smartphone users)

“Gartner forecasts 2024, that 50% of call center costs will be reduced be AI-powered chatbots”. We have already arrived in the future folks.

Other IVR Meanings: It’s Not Just About Phone Calls

IVR is not a single function tool. In fact, IVR has other meanings. Here they are:

• Inferior Vena Cava Reflux (Medical): A situation where blood flows in the opposite direction of the vein in our body
• In-Vehicle Router (Automotive): A device that connects to the internet in a car
• Integrated Voice Recognition (Technology): It is a system that brings together voice recognition and other types of technology
• Intravenous Rehydration (Medical): A way of refilling fluids in your bloodstream directly
• Intelligent Video Recorder (Security): A video surveillance system that has smart detection and analysis features
• Inventory Valuation Reserve (Accounting): A financial account used to estimate inventory losses
• Involuntary Vocalization Response (Psychology): The utterance of sounds without the person’s intention
• Inverse Velocity Ratio (Physics): A measurement used in calculating mechanical advantage
• Inertial Vibration Reducer (Engineering): A device to diminish types of machine vibrations
• Immersive Virtual Reality (Technology): An authentic virtual reality experience