Automated voice response
system (AVR) is a combination of hardware and software, i.e. a
computer-telephony system, that replaces the first human interface at a
customer service desk, similar set up to interact with inward calls. It is also
called Interactive Voice Response (IVR) system.
Automatic voice response
system is based on
recorded set of announcements that are played in a programmed sequence guided
by the input from dial-in user, which is normally the customer’s telephone.
This system is attached to the company’s incoming telephone line, which is
mostly assigned a Toll Free (800) number or UAN number. Usually, when a
customer calls in, the call is attended by the auto-responder and welcome
announcement is played and a number associated with each available option is
conveyed to the caller. For example, the first announcement will say, “Press 1
for English language, or 2 for Spanish”. In this way, the customer is guided
through a menu to reach the required human customer services attendant that has
response to the specific query from the customer, or can perform specific task
requested by the customer.
Automated Voice Response System has
three major components that are hardware, software or both:
1. Telephony System
2. Automated Call Distribution System (ACD)
3. Database and Storage for Recorded Announcements
The telephony system
provides the interface to the incoming line. It is like a private automatic
branch exchange (PABX) that can receive calls and switch them to appropriate
recorded announcement. Automated Call Distribution (ACD) is software system
installed on PABX that makes routing decisions according to the choices
selected by the caller. The database on a storage media stores the recorded
announcements that can be played for callers. The storage media is of the type
that can be accessed at high speed and can play any recorded announcement to a
large number of callers at a time.
Major Applications of
Automated Voice Response (AVR) System
Automated voice response
system can be used in almost all industries that have to interact with
customers to any extent. It replaces the live operator and handles hundreds of
calls in minute depending upon system’s capacity. A few applications of AVR
are:
- Airline industry where flight status information is
asked most often by callers
- Banking and other industries that has to handle
different queries like account balance, spending limits, etc.
- Placement of orders, variations in order placements
etc.
- Technical support, and web-based assistance
Currently, the
technology is so advanced that automated voice response systems are not only
used to handle calls and divert them to appropriate operators, but also used to
make various analytical reports and gathering statistics that are used by
company’s strategic management to devise future strategies a for development
and growth of the company. They come in various functionalities and capacities
according to the requirement of the organization and according to application.
AVR systems can be used in any industry
and application that has to handle high volume of incoming calls for various
kinds of information.
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