IVR (Interactive Voice Response) is a technology that automates interactions with telephone callers. At first, this system recognizes human speech and converts it to text, then understands the necessary information for caller by analyzing this text. Then system looks for it in database and by converting necessary information to the sentences answers caller.
The advantages of IVR systems
It is normal that IVR systems cannot respond to all requests automatically. In these cases system diverts requests to human operator. However, experience of the creation of IVR systems shows that it is possible to automate the majority of requests.
The reduction of standby time
IVR system reduces standby time during calls and in most cases there is no need to wait. Our experiments show that the most of callers basically apply with repetitive and simple structured questions. For example, phone number or address of the offices, telephone codes of the regions and foreign countries, etc. Such requests can be completely automated, and thus there is no need to divert calls to human operator in such situations.
24 hours a day, 7 days a week service
IVR system allow to service subscribers all day and rest days thanks using computer in this process
Increase of incomes
Lack of standby time, 24 hours of service and other factors create customer satisfaction.
New features as weather forecasting, latest news in different fields, exchange rates, the situation on the roads, constantly updated information for subscribers can be added to the system. The realization of all these services through human operators would be economically inefficient
As a result of the automatic answering of customer requests it is possible to reduce amount spent on human operators. In addition, cost saving resulting on telephone conversations, additional equipment and equipment maintenance.