IVR
IVR, or interactive voice response, is an automated phone system that plays recorded menus and lets callers respond with keypad presses or short spoken replies to reach the right option.
IVR is the familiar press one for sales, press two for support style menu that greets callers and directs them without a human operator. Traditional IVR follows fixed menu trees, which can frustrate callers who do not fit the options. Newer AI voice agents differ by understanding natural speech and responding conversationally, rather than requiring callers to navigate a set menu.