What is natural language IVR?

Natural Language Intelligent Voice Recognition (IVR) - also known as Conversational IVR - is technology that allows for automated speech recognition to capture vocal intent. In other words, if someone calls a contact centre, their query can be captured and directed to the right department or deflected to a low-cost channel without human interaction.

What is conversational IVR?

Conversational Intelligent Voice Recognition (IVR) is another name for Natural Language IVR, which is the technology that captures caller intent and records it to a sytem where it can be diverted and processes by the correct department.

What is the benefit of NLP in IVR?

The benefit of Natural Language Processesing (NLP) in Intelligent Voice Recognition (IVR) is the superior ability to capture intent in natural speech, making the system more efficient as it processes real-life calls, or other voice interactions.

How do you integrate IVR?

Integrating Intelligent Voice Recognition (IVR) can be simple, depending on the software. IVR design best practices explains how IVR design is central to CX and provides IVR design best practice tips.

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