A voice response system is usually an interactive voice response (IVR) system: an automated telephone system that plays prompts, accepts keypad presses or spoken answers, and uses programmed rules to respond or route a call. In everyday terms, it is often called a phone tree.
How a voice response system works
- The caller dials a phone number. The system answers with a recorded or computer-generated prompt.
- The caller provides input. They may press a telephone key, which sends a DTMF tone, or speak if speech recognition is supported.
- The system follows its call-flow rules. It may play information, ask another question, collect details, connect to business data, or direct the call to a person or queue.
For example, a prompt might ask callers to press a key for billing or another key for support. The system then routes the call according to the selection. More capable systems can support additional self-service tasks, but the term IVR alone does not guarantee that a system can complete transactions or understand unrestricted speech.
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Common types and related terms
Touch-tone IVR
Callers choose from options using their telephone keypad. The keypad signals are known as dual-tone multi-frequency (DTMF) tones.
Speech-enabled IVR
Callers respond aloud, and automated speech recognition processes their answers. Some systems expect specific spoken responses; others are designed to recognize broader requests.
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Directed dialogue and natural-language IVR
Directed dialogue guides a caller through focused questions with expected answers. Natural-language IVR aims to handle a wider range of spoken requests than a fixed menu. The labels describe different interaction styles, not a guarantee that every caller’s wording will be understood.
IVR, VRU, and voice user interface
Voice response unit (VRU) is a related term for a telephone system that interacts with callers and collects or provides input. IVR is specifically telephone-based. A voice user interface is broader: a voice-controlled speaker or other device is not automatically an IVR system.
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Where it runs and what to consider
An IVR may run on an organization’s own premises or be hosted by a service provider. The right arrangement depends on the specific service and the organization’s operational needs; the term itself does not identify a universally best deployment model.
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