EmpfangoWhat is IVR (Interactive Voice Response)?
IVR (Interactive Voice Response) is an automated phone system that guides callers through a menu – classically by key press ("Press 1"). It routes calls or gives predefined information without an employee picking up.
A classic IVR works with rigid menus and key options. That's cheap but inflexible: callers have to click through levels and quickly hit limits when their request doesn't fit the scheme.
Modern AI phone assistants are replacing the IVR: instead of key menus they understand freely spoken requests and respond naturally. That removes the on-hold frustration – callers simply describe their request, as in a conversation with a person.
Related terms
AI switchboard for business
Answer calls, resolve standard questions, route in a structured way — the switchboard without a hold queue.
Voicebot
A voice-driven AI assistant that handles phone calls on its own.
Call forwarding (Rufumleitung)
Automatically forwards incoming calls to another number or service.