Interactive voice response (IVR) is a technology that allows humans to interact with computers using voice or a dual-tone multifrequency (DTMF) signaling keypad.
IVR allows customers to find answers to their own inquiries by speaking (using the company’s speech recognition software) or giving inputs via a telephone keypad.
IVR uses prerecorded and dynamically generated audio to interact with customers.
The key benefit to IVR systems is that they can handle large volumes of calls, where only simple interactions are required.
IVR is also known as a telephone menu or voice response unit.