IVR systems work by using voice recognition or touch-tone keypad inputs to guide callers through a series of pre-recorded prompts and options. One of the main challenges of IVRs is the lack of a good customer experience, as touch tone is a limited option. Another challenge is maintaining the IVR system to ensure that it remains up-to-date with changes to products, services, or contact center operations. This can require significant resources and investment. New IVR systems provide a more intuitive and natural language-based interface for customers to interact with. This makes the self-service experience more efficient and user-friendly.
