An Interactive Voice Response (IVR) is a system that can take recorded voice instructions and answer questions using various technologies. If you're interested in working with an IVR, it's essential to know what each of its significant components does because they all work together.
This article explores the principles of the ivr phone system and discusses how to leverage these fundamental concepts when designing your system. IVR systems work using the following principles, working correctly without facing major trouble. Try to stay focused if you want to understand better and don't want to find any queries while reading the principles.
- Receiving Calls
An agent receives a telephone call at the phone system, which receives instructions from the customer. The instructions are either verbally or sent through a touch-tone keypad on the phone system. These instructions are then directed to the appropriate software for processing and routing. The software will then route a call to an agent who will receive instructions from the customer orally or through a touch-tone keypad.
A central server controls the IVR. The central server is the thing that identifies, routes, and communicates all of the data to and from user agents (phones) and IVR controllers (the "don't-call" feature). In other words, it's responsible for routing incoming calls to the correct agent.
- Natural Language Processing
Natural language processing (NLP) is a field of computer science and computational linguistics concerned with the interactions between computers and human (natural) languages. NLP-based systems are used in various areas, such as speech recognition or computer-generated audiobooks. It is also used to improve search engines by automatically classifying the relevance of web pages by using their content instead of relying on keywords.
The ivr system is loaded with various scripts that notify the central server of incoming calls. For example, an IVR might use a script to utilize different phone numbers depending on the time of day or notify the central server when an agent has reached a certain number of call attempts.
- Agent Calls
An agent receives calls at the phone system that receives instructions from the customer. The instructions are either verbally or sent through a touch-tone keypad on the phone system. These instructions are then directed to the appropriate software for processing and routing. The software will then route a call to an agent who will receive instructions from the customer orally or through a touch-tone keypad.
The IVR contains its database of agents' names and contact information. It's built from a list of stored named agents that define how the system will handle each number in connection with routing and answering incoming calls.
When you complete the above points, it will help you significantly impact your knowledge about ivr meaning and its central principles. Make sure that you will stay focused until you don't understand the exact meaning and principles of IVR. Once you learn about the mentioned system, you can automatically get the best outcomes.