Interactive Voice Response (IVR)

Interactive Voice Response (IVR) is the process in which the voice processing system prompts the caller for information, using their touch-tone telephone, which can then be used as a search key to acquire information from a database. The result of the search is subsequently reported back to the caller. IVR systems not require human interaction over the telephone, usually meaning the retrieval of information is instant and very easy.

A typical and most common application of interactive voice response is in the banking system. A caller calls the bank’s interactive voice response lines, enters an account number, and receives up-to-date information such as account balance, last cheque cleared, etc.

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