Glossary
IVR (Interactive Voice Response)
A legacy telephony technology presenting callers with pre-recorded audio menus and collecting input via keypad presses or basic speech commands.
Interactive Voice Response (IVR) is a telephony technology that allows callers to interact with a phone system through pre-recorded voice prompts and keypad input (DTMF tones) or simple spoken commands.
How IVR Works
When a caller dials in, IVR presents a recorded menu: "Press 1 for sales, press 2 for support." The caller's input routes them to the next menu level or connects them to a human agent.
Why IVR Frustrates Callers
- Long menu chains before reaching a useful option
- Having to repeat information the company already has
- Getting stuck in loops when none of the options match their need
IVR vs. AI Voice Agents
AI voice agents replace IVR menus with natural conversation. Rather than navigating a menu tree, callers simply state their need — and the AI handles it end-to-end.
See AI Voice Agents in Action
Workforce Wave deploys AI voice agents across healthcare, staffing, and more. Book a 30-minute demo — no pressure, no generic scripts.
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