Home / Glossary / IVR (Interactive Voice Response)
IVR, or interactive voice response, is an automated phone system that interacts with callers through recorded prompts and menu options. Callers respond by pressing keypad numbers or speaking, and the system routes them or provides information based on their choices.
IVR is the technology behind the familiar press-one, press-two phone menus. It presents options, collects the caller's input, and acts on it, such as routing to a department or reading account information.
IVR systems save staff time by handling routine requests automatically, but long or confusing menus can frustrate callers who just want to speak with someone.
Modern AI receptionists differ from traditional IVR because callers speak naturally instead of choosing from a fixed menu, and the assistant responds conversationally rather than reading scripted prompts.
IVR uses fixed menus and keypad or voice prompts. An AI receptionist holds a natural conversation, understands free-form requests, and responds in plain language rather than from a menu.
Related: Auto Attendant, Call Routing, AI Receptionist, Voicemail