Interactive Voice Response or IVR is an automated telephony system that interacts with human callers through voice and touch-tone keypad selections (DTMF tones).
It’s also commonly known as a phone tree.
An IVR system understands voice and touch-tone keypad inputs and gathers caller information to route a call based on this input. It can also provide callers with information via pre-recorded audio or dynamic text-to-speech functionality.
They enable intelligent, segmented call routing based on their knowledge, allowing for richer call context and faster call resolution. They supply general and account-based information to callers, which can eliminate the need for call transfers and delays.