IVR (EN)

Architecture

flowchart TD   A[Caller] --> B[IVR System]   B --> C{Speech Recognition/DTMF}   C --> D[Option 1]   C --> E[Option 2]   C --> F[Option N]   D --> G[Department A]   E --> H[Department B]   F --> I[Department C]   G --> J[Employee]   H --> J   I --> J 

In Context

• Typically used together with ACD (Automatic Call Distribution)
• Related to: CTI (Computer Telephony Integration), VoIP, Call Center
• Example use: Customer service hotlines with automatic selection of the issue