The difference between IVR and conversational IVR, is that a traditional IVR (Interactive Voice Response) system is an automated telephony technology that allows callers to interact with a computerized menu using touch-tone. The IVR system then routes the call to the appropriate agent or department based on the selection made by the caller. IVR-systems cause frustration as keypad navigation is a very outdated technology.
Conversational IVR, on the other hand, uses advanced natural language technology to understand and interpret the caller’s spoken or typed responses. This allows for a more human experience, as the system can understand and respond to queries. Here you can read about the benefits of Conversational IVR.