What is interactive voice response (IVR)?

Interactive voice response (IVR) is an automated system that interacts with callers through voice commands or keypad inputs. It is commonly used to guide callers through menu options, route calls to the appropriate destination, or provide self-service information without agent involvement. IVR systems help reduce call handling time and agent workload by resolving simple requests automatically. Modern IVR solutions may use AI and natural language processing to enable more flexible, conversational interactions.