Interactive Voice Response (IVR) is an automated phone system technology that enables callers to interact with a computerized system through voice commands or keypad inputs (DTMF tones). When a customer calls a business, the IVR system answers with pre-recorded or dynamically generated voice prompts, allowing the caller to navigate a menu, access information, or be routed to the appropriate department without needing to speak directly to a human agent

. IVR systems are widely used in call centers and customer service to improve efficiency by handling routine inquiries such as checking account balances, scheduling appointments, or making payments. They reduce wait times, lower operational costs by minimizing the need for live agents, and enhance customer satisfaction by providing 24/7 self-service options

. Modern IVR systems incorporate speech recognition technology, allowing callers to speak their requests instead of using keypad inputs, making interactions more natural and efficient. They also integrate with customer databases to personalize the experience and optimize call routing based on caller history and preferences

. In summary, IVR acts as an automated digital receptionist that streamlines call management, improves service delivery, and supports businesses in handling large volumes of calls effectively