Editing Interactive voice response (section)

== Usage ==
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 complex interactions. When an IVR system answers multiple phone numbers, the use of [[DNIS]] 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.

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 [[caller line identification]] (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.

IVRs will also log call detail information into its own database for auditing, performance report, and future IVR system enhancements. [[Computer telephony integration|CTI]] 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 [[Screen pop|screen-pop]], making for a more effective and efficient service. Voice-activated dialing (VAD) IVR systems are used to automate routine inquiries to a switchboard or [[PABX]] (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 [[voice mail]] experience to the caller.

===Banking===
Banking institutions are reliant on IVR systems for [[customer engagement]] and to extend business hours to a [[24/7]] operation. [[Telephone banking]] 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.<ref>{{cite web|url=http://www.itproportal.com/2016/05/10/interactive-voice-response-ivr-the-missing-link/|title=Interactive Voice Response (IVR): The missing link|publisher=IT Pro Portal|author=Comes, Sherry|work=ITProPortal |date=3 November 2020 }}</ref>

=== Medical ===
IVR systems are used by pharmaceutical companies and [[contract research organization]]s to conduct [[clinical trial]]s 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. They are also used in recording patient diaries and questionnaires.<ref name="Lam2009">{{cite journal |vauthors=Lam MY, Lee H, Bright R, Korzenik JR, Sands BE |title=Validation of interactive voice response system administration of the Short Inflammatory Bowel Disease Questionnaire |journal=Inflamm. Bowel Dis. |volume=15 |issue=4 |pages=599–607 |year=2009 |pmid=19023897 |doi=10.1002/ibd.20803|s2cid=20644969 |doi-access=free }}</ref>

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 embarrassment of sensitive information or test results. Users are given a passcode to access their results.

=== Surveying ===
Some of the largest installed IVR platforms are used for televoting on television game shows, such as ''[[Pop Idol]]'' and ''[[Big Brother (TV series)|Big Brother]]'', which can generate enormous call spikes. The network provider will often deploy ''[[call gapping]]'' in the [[PSTN]] 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 cases, an IVR system can be used in the same survey in conjunction with a human interviewer.