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Interactive Voice Response As the user's interaction with the database is predetermined by what the IVR system could allow the user access to, IVR technology does not require human interaction over the telephone. Example, banks including credit card companies use IVR systems because their customers should receive up-to-date account information instantly including easily without necessarily speaking to a person. IVR technology is additionally used to gather information, such as telephone surveys in which the user is prompted to answer questions by pushing the numbers on a touch-tone telephone. Generally the system plays pre-recorded voice prompts to which the user presses a number on a telephone keypad to select the option chosen, or engage in simple answers such as yes, no, or numbers in answer to the voice prompts. The latest systems use natural language speech recognition to interpret the questions that the user wants answered. 1 pertaining to the newest trends, Guided Speech IVR, integrates live human agents into the design including workflow pertaining to the application to enable speech recognition with human context. Other innovations include the ability to speak complex including dynamic information. Examples will be a particular e-mail, news report or weather information using Text-To-Speech (TTS). TTS is a computer generated synthesized speech including is absolutely no longer the robotic voice people associate with computers. Real voices are used to create the speech in tiny fragments that are glued together before the caller hears it. IVR systems should be used to create including manage many services such as telephone banking, order placement, caller identification including routing, balance inquiry, including airline ticket booking. Voicemail systems are different from IVR systems because they are a one-way communication tool (the caller leaves a message), but IVR systems attempt two-way interaction with the caller. Automatic call distributor (ACD) systems are often the first point of contact at the time dealing with any larger business, including should be used in place of more expensive IVR systems. IVR systems are mainly used at the front end of call centers to identify what type of service the caller wants including to extract numeric information such as account numbers as well as provide answers to simple questions like account balances or just to allow pre-recorded information to be heard. IVR systems are often referred to as being unhelpful including difficult to use because pertaining to the poor design including lack of appreciation pertaining to the callers' needs. A fully functional IVR system should connect callers to their desired service promptly including with minimal flaws. IVR call flows are created in a variety of ways. Older systems, which depended upon proprietary programming or scripting languages, including modern systems, which are structured similar to WWW pages, using the VoiceXML or SALT languages. the allows any Web server to act as a particular application server, enabling the developer to focus on the call flow. Developers need not require specialized programming skills, as any Web developer already have the tools needed to create a particular IVR call flow. IVR as a technology should be utilized in different aspects: •either equipment installed including setup on the customer premise or •as a particular Outsourced Solution Provider (OSP)
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