What is an IVR system & How it Works
What is an IVR system & How it Works | Interactive Voice Response Systems Explained
Topics
- IVR systems
- Automated responder phone system
- Advancements in IVR technology
Video summary
In this video, Nate Sorrentino from Get VoIP talks about IVR systems (Interactive Voice Response) and how they work. IVR is an automated responder phone system that can route calls before customers speak to a human representative. IVR systems can collect information on the customer before transferring the call, reducing the workload on tech support representatives and solving simple problems autonomously. Nate also talks about the advancements in IVR technology with natural language processing capabilities.
Video trancript
hi this is nate sorrentino from get voip
and in this episode we're going to talk
about ivr systems and how they work
let's get right to it
[Music]
from pbx to ucas and pstn the
telecommunications scene is full of
jargon
another acronym that you may have come
across is ivr
ivr short for interactive voice response
is an automated responder phone system
feature that can route calls before
customers speak to a human
representative this may seem like a
super fluid step but it actually saves a
lot of time for businesses and call
centers or sales teams that get a high
volume of incoming calls each and every
day ivr systems are so commonplace that
you've probably interacted with them
more times than you can count and maybe
not on your best days if you're calling
for technical support in most cases
callers are met with a pre-recorded
voice menu that launches at the
beginning of the call your callers can
then navigate through the interactive
menu with either the keypad or verbal
responses before being routed to the
appropriate agent or department to
address their specific concern
furthermore ivrs can also collect
information on the customer and their
inquiry before transferring the call so
that the representative picking up isn't
going in blind in addition to ensuring
calls go to the right department ivrs
are also able to reduce the workload on
your tech support representatives by
solving simple problems autonomously
this can be done by directing customers
to a support community or relevant
self-service knowledge base that
addresses their problem rather than
sending them to a live agent as a result
your agents will have fewer tickets to
deal with and customers who actually
need live support won't have to wait in
the queue quite as long despite being
introduced in the 1970s ivr technology
has continued to advance with more
recent versions supporting natural
language processing capabilities or
nlp
this is a type of conversational ai that
can make interactions with the ivr
faster and more natural where
traditional ivrs would only recognize
pre-programmed commands
today's intelligent voice recognition
software is able to process full
sentences and thus
answer a broader range of questions
rather than going through the usual
press one for billing press two for
technical support process the ivr can go
straight to the point by asking what can
i help you with today
then immediately route the caller to a
department based on their answer that's
all for now but don't forget to
subscribe and hit the notification
button below if you enjoyed this video
so you can stay up to date on our
journey to simplify the voip world till
next time this is nate sorrentino from
get voip
you
Dig Deeper
What is IVR and how does it work?
In this blog post, we will discuss IVR systems and how they work. IVR, short for Interactive Voice Response, is an automated phone system feature that routes calls before customers speak to a human representative. This feature saves businesses and call centers a lot of time, especially those that receive a high volume of incoming calls every day.
When calling for technical support or other inquiries, callers are typically met with a pre-recorded voice menu at the beginning of the call. They can then navigate through the interactive menu using either the keypad or verbal responses. This allows them to address their specific concerns and be routed to the appropriate agent or department.
Furthermore, IVR systems can also collect information on the customer and their inquiry before transferring the call. This ensures that the representative picking up has some context and isn't going in blind.
The Impact on Customer Support
IVR systems not only ensure calls go to the right department but also reduce the workload on tech support representatives. They can autonomously solve simple problems by directing customers to a support community or a relevant self-service knowledge base. This means that customers with basic questions or concerns can find solutions without needing to speak to a live agent.
As a result, tech support representatives have fewer tickets to handle, allowing them to focus on more complex issues. Additionally, customers who do require live support won't have to wait in lengthy queues, as the IVR system streamlines the routing process.
Advancements in IVR Technology
Although IVR technology was introduced in the 1970s, it has continued to advance over the years. More recent versions now support natural language processing (NLP) capabilities. NLP is a type of conversational AI that makes interactions with the IVR system faster and more natural.
Unlike traditional IVRs that only recognize pre-programmed commands, today's intelligent voice recognition software can process full sentences. This allows the IVR system to answer a broader range of questions. Instead of going through a menu of options, the IVR can now start by asking, "What can I help you with today?" The system can then immediately route the caller to the appropriate department based on their response.
That's all for now, but don't forget to subscribe and hit the notification button below to stay up to date on our journey to simplify the VoIP world. Until next time!
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