An IVR (Interactive Voice Response) is a technology widely used today in Call Centers or Customer Service departments. This is a technological system designed primarily for Call Centers because it allows automated agents to interact with users through voice or dialing.

However, it must be clear that not every IVR is an artificial intelligence system. There is currently an intentional confusion among suppliers, which generates misunderstandings with customers looking for a call center equipped with artificial intelligence by telling you that a simple IVR is an artificial intelligence system when that’s not the case.

Many IVRs incorporate some artificial intelligence because the natural language recognition system itself is artificial intelligence. But it is also true that IVR platforms do not include these natural language recognition systems in many cases. Usually, we can find automatic recognition systems (ASR) that allow differentiating one option from the other within a limited set of options, as long as the interlocutor says a phrase included in the IVR’s grammar. In this case, we are not talking about artificial intelligence but basic IVR.

How does an IVR system work?

In an IVR system, callers can select options by pressing the keys. Pressing a digit on the phone’s keyboard sends a DTMF tone to the company’s attention system, setting the appropriate / response action according to the number pressed.

The most evolved IVR: AI IVR

As IVR technology develops, advanced systems make customer IVR interactions increasingly natural, faster, and more enjoyable. Among the most customer-friendly advances in natural language processing software (or NLP), which is a form of conversational AI. Thanks to this sophisticated voice recognition technology, the computer can understand and process complete sentences instead of limiting the caller’s choice of words by recognizing only particular commands. 

The benefits of having an AI IVR:

• Automate caller voice requests using state-of-the-art Voice Recognition.
• Flexible call flows and easy optimization of voice requests handling.
• A solution that combines Voice AI & telephony capabilities, allowing instant deployment and operation.
• Support for unlimited voice entries, making sure no voice request is missed.
• And much more!

You can give this solution a try by contacting us today. In less than 20 minutes, we can have a functional test so you can experience how it works an Intelligent IVR with NextPointe and Voca.