Editing Interactive voice response (section)

=== Interactive messaging response (IMR) ===
Due to the introduction of [[instant messaging]] (IM) in contact centers, agents can handle up to 6 different IM conversations at the same time, which increases agent productivity.{{citation needed|date=July 2014}} IVR technology is being used to automate IM conversations using existing [[natural language processing]] 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 text messaging on multimedia mobile handsets.