These pre-recorded messages are called “prompts” in the IVR system.įor Example, for any banking application, if a user wants to know his latest account balance or the last 5 transactions, then IVR provides this information without talking to a customer. All menus, sub-menus, and options are pre-recorded messages in the IVR system, and all these messages are played as per the customer’s requests. There is no human interaction with the customer until the user transfers his/her call to the call center agent (customer care agent). If an end-user is unable to find a suitable option or solution then there is a provision to transfer a call to the live agent who will actually help the customer by talking over the phone. The end-user then chooses the appropriate option and routes through the IVR system to complete their transaction. The IVR system consists of different menus, sub-menu, and options based on the application. IVR system provides information to all the users or customers based on their requests. Nowadays the IVR system is developed for almost all the industries and their respective applications such as banking, Insurance, Telecom and they can also be used for travel information, retail orders, utilities, etc. IVR system is used for multiple purposes like processing of customer’s phone call, providing transaction details, taking customer’s requests, providing information on new products, transferring calls to agents based on customer request, etc. Interactive Voice Response ( IVR) is an automated technology that allows interaction with a human being (caller) with the help of voice input and DTMF input (Dual-tone multi-frequency) using the keyboard.

#3) Dual-tone Multi-frequency (DTMF) Input:.Points to be Considered while Performing IVR Testing.

Dtmf ivr