214:"). An open-ended prompt does not communicate a set of valid responses (e.g. "How can I help you?"). In both cases, the goal is to glean a valid spoken response from the user. The key difference is that with directed dialogue, the user is more likely to speak an option exactly as was communicated by the prompt (e.g. "account balance"). With an open-ended prompt, however, the user is likely to include extraneous words or phrases (e.g. "I was just looking at my bill and saw that my balance was wrong."). The open-ended prompt requires a greater degree of
52:, IVR allows customers to interact with a company's host system via a telephone keypad or by speech recognition, after which services can be inquired about through the IVR dialogue. IVR systems can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed. IVR systems deployed in the network are sized to handle large call volumes and also used for outbound calling as IVR systems are more intelligent than many
133:(TTS) to speak complex and dynamic information, such as e-mails, news reports or weather information. IVR technology is also being introduced into automobile systems for hands-free operation. TTS is computer generated synthesized speech that is no longer the robotic voice traditionally associated with computers. Real voices create the speech in fragments that are spliced together (concatenated) and smoothed before being played to the caller.
267:(CLI) data from the network to help identify or authenticate the caller. Additional caller authentication data could include account number, personal information, password and biometrics (such as voice print). IVR also enables customer prioritization. In a system wherein individual customers may have a different status, the service will automatically prioritize the individual's call and move customers to the front of a specific queue.
92:(DSP) technology based and limited to small vocabularies. In the early 1980s, Leon Ferber's Perception Technology became the first mainstream market competitor, after hard drive technology (read/write random-access to digitized voice data) had reached a cost-effective price point. At that time, a system could store digitized speech on disk, play the appropriate spoken message, and process the human's DTMF response.
157:(ACD) is often the second point of contact when calling many larger businesses. An ACD uses digital storage devices to play greetings or announcements, but typically routes a caller without prompting for input. An IVR can play announcements and request an input from the caller. This information can be used to profile the caller and used by an ACD to route the call to an agent with a particular skill set.
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246:(ARU) (often included in IVR systems) is a device that provides synthesized voice responses to DTMF keypresses by processing calls based on (a) the call-originator input, (b) information received from a database, and (c) information in the incoming call, such as the time of day. ARUs increase the number of information calls handled and provide consistent quality in information retrieval.
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number that the patient needs to dial to acknowledge that they have taken the medicine. This research project was based out of
Microsoft Research India by Bill Theis and who received MacArthur Fellowship for the project. The project has spun off as Everwell Technologies which now works closely with the Government of India to scale this technology to patients throughout India.
99:(CTI) with IVR systems. IVR became vital for call centers deploying universal queuing and routing solutions and acted as an agent which collected customer data to enable intelligent routing decisions. With improvements in technology, systems could use speaker-independent voice recognition of a limited vocabulary instead of requiring the person to use DTMF signaling.
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However, most IVR technology is designed in resource-rich domains hence research is necessary to contextualize and adapt this technology for developing countries. Research in ICTD has helped tailor IVR towards social impact has created innovative applications in health, agricultural, entertainment and citizen journalism.
283:(Private Automatic Branch exchange) operators, and are used in many hospitals and large businesses to reduce the caller waiting time. An additional function is the ability to allow external callers to page staff and transfer the inbound call to the paged person. IVR can be used to provide a more sophisticated
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IVR applications can also be hosted on the public network, without contact center integration. Services include public announcement messages and message services for small business. It is also possible to deploy two-prong IVR services where the initial IVR application is used to route the call to the
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language used to generate modern IVR dialogues. As calls are queued in the SIP contact center, the IVR system can provide treatment or automation, wait for a fixed period, or play music. Inbound calls to a SIP contact center must be queued or terminated against a SIP end point; SIP IVR systems can be
403:
Polly: A voiced based viral entertainment system that allowed users to modify their voice and share it with their contacts. The authors used the virality to play relevant job advertisements for literate population. Polly's model for entertainment has been adapted to spread information about maternal
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Higher level IVR development tools are available to further simplify the application development process. A call flow diagram can be drawn with a GUI tool and the presentation layer (typically VoiceXML) can be automatically generated. In addition, these tools normally provide extension mechanisms for
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set, which accounts for a wider array of permutations of a given response (e.g. "balance was wrong", "wrong balance", "balance is high", "high balance"). Despite the greater amount of data and processing required for open-ended prompts, they are more interactively efficient, as the prompts themselves
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software. This differs from email handling as email automated response is based on key word spotting and IM conversations are conversational. The use of text messaging abbreviations and smilies requires different grammars to those currently used for speech recognition. IM is also starting to replace
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to prevent network overload. IVR may also be used by survey organizations to ask more sensitive questions where the investigators are concerned that a respondent might feel less comfortable providing these answers to a human interlocutor (such as questions about drug use or sexual behavior). In some
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IVR systems are used to service high call volumes at lower cost. The use of IVR allows callers' queries to be resolved without a live agent. If callers do not find the information they need, the calls may be transferred to a live agent. The approach allows live agents to have more time to deal with
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operation by identifying the needs of the caller. Information can be obtained from the caller such as an account number. Answers to simple questions such as account balances or pre-recorded information can be provided without operator intervention. Account numbers from the IVR are often compared to
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IVR systems allow callers to obtain data relatively anonymously. Hospitals and clinics have used IVR systems to allow callers to receive anonymous access to test results. This is information that could easily be handled by a person but the IVR system is used to preserve privacy and avoid potential
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and manage the large volumes of data generated. The caller will respond to questions in their preferred language and their responses will be logged into a database and possibly recorded at the same time to confirm authenticity. Applications include patient randomization and drug supply management.
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A mixed dialogue approach involves shifting from open-ended to directed dialogue or vice versa within the same interaction, as one type of prompt may be more effective in a given situation. Mixed dialog prompts must also be able to recognize responses that are not relevant to the immediate prompt,
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Surveys show IVR is generally unpopular with customers. It is difficult to use and unresponsive to the caller. Many customers object to talking to an automated system. There is a perception that IVR is adopted because it allows companies to save money and allow the hiring of fewer employees to
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into the contact center, host integration has been simplified, allowing IVR applications to be hosted remotely from the contact center. This has meant hosted IVR applications using speech are now available to smaller contact centers across the globe and has led to an expansion of ASP (application
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99DOTS is a project that uses good ICTD principles to use IVR technology to benefit TB patients. Patients have a customized packet of tablets that they receive from the healthcare official who trains them to take the medicine in the sequence daily. Opening the packet in a sequence reveals a phone
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Although radio is a very popular means of entertainment, IVR provides interactivity, which can help listeners engage in novel ways using their phones. ICTD research has used IVR entertainment as a mechanism to support communities and provide information to populations that are hard to reach by
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By allowing low-literacy populations to interact with technology, IVR systems form an avenue to build technological skills in developing countries. Developing countries have a prevalence of mobile phones even in rural areas, which allows room for IVR technology to support social good projects.
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Graam Vanni: meaning 'voice of the village', is a social technology company incubated out of IIT Delhi which uses IVR as the main medium. Mobile Vaani is a product of this company which connects to hard to reach in northern India with development messages, employment alerts, entrepreneurial
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Call centers use IVR systems to identify and segment callers. The ability to identify customers allows services to be tailored according to the customer profile. The caller can be given the option to wait in the queue, choose an automated service, or request a callback. The system may obtain
424:: A community-generated journalism platform that provided rural populations of people in the forests of Central Tribal India to broadcast their grievances. The system was moderated by editors who listened to these messages and later transcribed these messages onto a blog.
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allows a contact center or organization to gather information about the caller as a means of directing the inquiry to the appropriate agent. CTI can transfer relevant information about the individual customer and the IVR dialog from the IVR to the agent desktop using a
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answer the phone. Additionally, as basic information is now available online, the calls coming into a call center are more likely to be complex problems and not ones that can be resolved in an automated fashion, thus requiring the attention of a live agent.
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Raza, Agha Ali; Pervaiz, Mansoor; Milo, Christina; Razaq, Samia; Alster, Guy; Sherwani, Jahanzeb; Saif, Umar; Rosenfeld, Roni (2012). "Viral entertainment as a vehicle for disseminating speech-based services to low-literate users".
380:(Directly Observed Therapy Short Course) which was the most effective source for poor population. However, this method requires the patient to commute to the clinic everyday which adds financial and time constraints to the patient.
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IVR systems can be used standing alone to create self-service solutions for mobile purchases, banking payments, services, retail orders, utilities, travel information and weather conditions. In combination with systems such an
494:(IM) in contact centers, agents can handle up to 6 different IM conversations at the same time, which increases agent productivity. IVR technology is being used to automate IM conversations using existing
446:. IVR manufacturers have extended their systems into IVVR (interactive voice and video response), especially for the mobile phone networks. The use of video gives IVR systems the ability to implement
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IVR call flows are created in a variety of ways. A traditional IVR depended upon proprietary programming or scripting languages, whereas modern IVR applications are generated in a similar way to
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activities, and also conduct market research studies. Mobile Vaani network caters to 500,000 households in northern India. Graam Vaani has impacted 2.5 million house holds since it started.
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Sangeet Swara: voice-based singing platform for low literate users in India. Although this platform was for a broader audience, it saw large participation from visually impaired people.
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allows customers to check balances and transaction histories as well as to make payments and transfers. As online channels have emerged, banking customer satisfaction has decreased.
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ensures that the correct application and language is executed. A single large IVR system can handle calls for thousands of applications, each with its own phone numbers and script.
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Despite the increase in IVR technology during the 1970s, the technology was considered complex and expensive for automating tasks in call centers. Early voice response systems were
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In the context of tuberculosis, patients need to adhere to the medicine daily basis for a period of few months to completely heal. In public sector, there is a scheme called
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video IVR in the future will allow systems the ability to read emotions and facial expressions. It may also be used to identify the caller, using technology such as
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IVR speech recognition interactions (call flows) are designed using 3 approaches to prompt for and recognize user input: directed, open-ended, and mixed dialogue.
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appropriate contact center. This can be used to balance loading across multiple contact centers or provide business continuity in the event of a system outage.
279:, making for a more effective and efficient service. Voice-activated dialing (VAD) IVR systems are used to automate routine inquiries to a switchboard or
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IVR has been used for community generated content which NGOs and social organizations can tailor to spread relevant content to hard to reach population.
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Mudliar, Preeti; Donner, Jonathan; Thies, William (2012). "Emergent practices around CGNet Swara, voice forum for citizen journalism in rural India".
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442:(SIP) means that point-to-point communications are no longer restricted to voice calls but can now be extended to multimedia technologies such as
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IVRs will also log call detail information into its own database for auditing, performance report, and future IVR system enhancements.
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44:) is a technology that allows telephone users to interact with a computer-operated telephone system through the use of voice and
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A directed dialogue prompt communicates a set of valid responses to the user (e.g. "How can I help you? ... Say something like,
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Gurgaon Idol: was a singing competition used voice system, where users could vote and sing to a number presented on radio.
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means. Recordings of the caller may be stored to monitor certain transactions and can be used to reduce identity fraud.
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data for security reasons and additional IVR responses are required if the caller ID does not match the account record.
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891:"Validation of interactive voice response system administration of the Short Inflammatory Bowel Disease Questionnaire"
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to extract the relevant information from the phrase (i.e. "balance"). Open-ended recognition also requires a larger
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Proceedings of the Fifth
International Conference on Information and Communication Technologies and Development
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Proceedings of the Fifth
International Conference on Information and Communication Technologies and Development
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embarrassment of sensitive information or test results. Users are given a passcode to access their results.
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used to replace agents directly by the use of applications deployed using BBUA (back-to-back user agents).
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Starting in the 2000s, voice response became more common and cheaper to deploy. This was due to increased
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With the introduction of SIP contact centers, call control in a SIP contact center can be implemented by
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Some of the largest installed IVR platforms are used for televoting on television game shows, such as
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for instance in the case of a user deciding to shift to a function different from the current one.
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Harrington, Anthony. "History of a business revolution at the end of a phone". Scotland On Sunday.
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As call centers began to migrate to multimedia in the late 1990s, companies started to invest in
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Vashistha, Aditya; Cutrell, Edward; Borriello, Gaetano; Thies, William (2015). "Sangeet Swara".
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cases, an IVR system can be used in the same survey in conjunction with a human interviewer.
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are used to interpret the caller's response to voice prompts. DTMF tones are entered via the
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Koradia, Zahir; Aggarwal, Piyush; Seth, Aaditeshwar; Luthra, Gaurav (2013). "Gurgaon idol".
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Conversational Agents and
Natural Language Interaction: Techniques and Effective Practices
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complex interactions. When an IVR system answers multiple phone numbers, the use of
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Proceedings of the 33rd Annual ACM Conference on Human
Factors in Computing Systems
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power and the migration of speech applications from proprietary code to the
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was created from a revision of this article dated 26 October 2011
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They are also used in recording patient diaries and questionnaires.
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software integration, such as an HTTP interface to a website and a
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Equipment installed in the PSTN (public switched telephone network)
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Proceedings of the 3rd ACM Symposium on
Computing for Development
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health for fathers, agriculture and community generated content.
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628:"Enhancing customer engagement with interactive voice response"
1196:"Mobile Vaani - A Voice Based Social Network for Rural India"
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1072:. ACM DEV '13. New York, NY, USA: ACM. pp. 6:1–6:10.
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Advances in
Commercial Deployment of Spoken Dialog Systems
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726:"Voice Extensible Markup Language (VoiceXML) Version 2.1"
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Lam MY, Lee H, Bright R, Korzenik JR, Sands BE (2009).
200:, freeing the IVR developer to focus on the call flow.
1223:. ICTD '12. New York, NY, USA: ACM. pp. 159–168.
1114:. ICTD '12. New York, NY, USA: ACM. pp. 350–359.
754:"Speech Recognition Grammar Specification Version 1.0"
192:. The ability to use XML-driven applications allows a
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Interactive voice response can be used to front-end a
1031:. CHI '15. New York, NY, USA: ACM. pp. 417–426.
768:"Speech Synthesis Markup Language (SSML) Version 1.0"
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IVR systems are used by pharmaceutical companies and
876:"Interactive Voice Response (IVR): The missing link"
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Banking institutions are reliant on IVR systems for
1275:"Chat Bots Are Cool, But Will They Replace Humans?"
828:. Hershey, Pennsylvania: IGI Global. p. 340.
740:"Voice Browser Call Control: CCXML Version 1.0"
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499:text messaging on multimedia mobile handsets.
8:
712:"How Interactive Voice Response (IVR) Works"
140:Equipment installed on the customer premises
1176:"gramvaani | community-powered-technology"
30:"IVR" redirects here. For other uses, see
27:Voice or tone user interface for telephony
939:"Unesco Guidelines for Digital Inclusion"
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1361:) is being considered for deletion. See
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235:interface for connecting to a database.
136:An IVR can be deployed in several ways:
853:"Presentation of Information - Aurally"
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477:scripting, which is an adjunct to the
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555:Dialed Number Identification Service
486:Interactive messaging response (IMR)
980:"Bill Thies - MacArthur Foundation"
687:"Healthcare - VCloud IVR Solutions"
567:Electronic patient-reported outcome
626:Tolentino, Jamie (20 April 2015).
299:and to extend business hours to a
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1365:to help reach a consensus. ›
1261:"Goodbye IVR... Hello Visual IVR"
874:Comes, Sherry (3 November 2020).
641:Khasnabish, Bhumip (2003-05-30).
129:Other technologies include using
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602:Voice-based marketing automation
794:Springer Science+Business Media
535:Automatic number identification
317:contract research organizations
176:pages, using standards such as
710:Dave Roos (20 February 2008).
208:account balance, order status,
97:computer telephony integration
48:tones input with a keypad. In
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388:Community-based entertainment
80:) is sometimes used as well.
223:are typically much shorter.
147:Application service provider
824:Perez-Marin, Diana (2011).
784:Suendermann, David (2011).
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490:Due to the introduction of
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216:natural language processing
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503:Hosted vs. on-premises IVR
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265:caller line identification
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38:Interactive voice response
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1392:User interface techniques
561:Dual-tone multi-frequency
507:With the introduction of
90:digital signal processing
1363:templates for discussion
72:functionality. The term
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1292:Listen to this article
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393:traditional methods.
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512:service providers).
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438:The introduction of
32:IVR (disambiguation)
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244:audio response unit
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70:automated attendant
62:automated attendant
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895:Inflamm. Bowel Dis
714:. How Stuff Works.
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240:telecommunications
198:application server
149:(ASP) / hosted IVR
120:speech recognition
118:DTMF decoding and
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