IVR
IVR systems are automated telephony systems that interact with callers, collect information, and route calls to the appropriate destination. They work with speech recognition and DTMF input from the phone keypad.
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Source content checked . English translation published 2026-10-27.
In business automation
An IVR routes calls based on keypad input or speech. It is suited to simple data collection and directing callers before they reach an agent, and can work without an open-ended conversational agent.
Examples
These examples illustrate a possible workflow. Adapt the connections and rules to your own systems.
Business process example
A caller selects a service and enters an order number. The system identifies the department and transfers the call with the information to an agent, so the agent does not have to ask everything again.
Relevant tools
- Twilio
- Communication tools and voice workflows let you build call routing, input collection, and call transfers.
What to check
- Provide a clear path when a number is not recognized or the caller cannot use the menu. Do not create a loop with no exit.