Interactive Voice Response, or IVR systems, are automated phone systems that work with software to enable you to conduct transactions over the phone without having to speak to a real person. Think automated payment lines, and those menus with different options you get through to when ringing large companies, these are all IVR systems and they are moving forward at an amazing rate.
The technology encompassed in these systems has always been cutting edge, and advances are constant. While many thought that network based IVR had gone as far as it could, it is now a reality that it there may come a time when the call centre worker becomes redundant and anything we want to do can be done with a telephone and an IVR system.
While at one time all an IVR did was, due to a recording and voice prompts or through pressing keys on your phone, direct you to different departments within a company, these systems can now answer practically all your queries from simple bank balance enquiries to paying bills and requesting account information.
While many dislike IVR systems they have become an essential part of every day life, and we now expect to hear that automated voice awaiting our command prompts when we call a large company or corporation. For the company they are extremely cost effective and, when installed at their optimum level, direct callers to where they want to be with very little hassle or waiting time.
Love them or loathe them, Interactive Voice Response systems are here to stay, and will be taking on much bigger roles in the future. There are already multiple options on menus that then lead you to another set of multiple choices and questions you think can only be answered by humans will become incorporated into IVR’s as the software makes ever increasing technological advances.