An interactive voice response (IVR) system runsaudio scripts on a computer connected to a telephone.Because a script can be programmed tooutput diverse verbal instructions and accept input fromany key ...

Recently, in the midst of step three of my health-insurance company’s automated customer service system to get my call directed to the correct department, I got sassed. “I’m sorry, you seem to have ...

The best IVR systems enable businesses to manage inbound calls at scale, and empower customers to answer questions on their own. From simple phone menus to next-gen conversational IVR, this list ...

Communication is a world in constant changes. Some readers may remember a time when phone calls were the main tool that everyone used in order to get in touch with companies. These days, we have ...

Members of Pew Research Center’s American Trends Panel (ATP) complete all surveys online. Our goal was to determine whether adding the option to complete surveys through inbound interactive voice ...

One method to improve survey representation of the non-internet and less literate population is to allow people to take surveys offline. In March, we fielded a study to test the feasibility and effect ...

History shows how the unfiltered human voice can move nations and inspire generations. On August 28, 1963, Dr. Martin Luther King Jr. delivered his iconic “I Have a Dream” speech—raw, real and deeply ...

AI-driven voice technology allows companies to improve customer and employee experience alike. But is it something customers want? Voice-recognition applications are nothing new, but artificial ...

Please provide your email address to receive an email when new articles are posted on . Patients with stage 3 to 5 chronic kidney disease who used an interactive voice response system did not ...

U.S. military pharmacies overseas are instituting an interactive, voice-response system for prescription refills, the Defense Health Agency announced recently. The transition to the new system started ...