Visual Interactive Voice Response
Visual Interactive Voice Response (abbreviated: Visual IVR ) is derived from the concept of speech dialogue systems (Interactive Voice Response, IVR). The term Visual IVR goes back to an AT&T patent dated June 14, 2007. It shows a method for entering selection and input options. In contrast to conventional voice-controlled IVR menus, the selection or input options (e.g. customer numbers, departments) are not output via the telephone (e.g. DTMF key input ), but rather via a visual menu on the screen. Users can choose the menu by clicking on a PC, tablet or smartphone. Upon request, a telephone number can then be called or a callback button is offered.
A major advantage of Visual IVR compared to conventional IVR menus over the phone is, in addition to the time saved for users by entering visual menus, the direct integration of web content and user input into the company (context-related contact to the service center) via web Interface (e.g. REST ).