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Presentation On-Ivrs

This document provides an overview of interactive voice response (IVR) systems. It discusses how IVR systems work by using prerecorded prompts and touchtone responses to route calls and provide information to callers. The document outlines common uses of IVR systems, such as providing customer service, routing calls, conducting surveys, and automating medical records. It also discusses the benefits of IVR systems, such as reducing costs and improving customer satisfaction, as well as disadvantages like being impersonal. The document concludes by discussing how artificial intelligence is improving IVR systems and how Indian Railways uses an IVR system to collect passenger feedback.

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Ajay yadav
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350 views

Presentation On-Ivrs

This document provides an overview of interactive voice response (IVR) systems. It discusses how IVR systems work by using prerecorded prompts and touchtone responses to route calls and provide information to callers. The document outlines common uses of IVR systems, such as providing customer service, routing calls, conducting surveys, and automating medical records. It also discusses the benefits of IVR systems, such as reducing costs and improving customer satisfaction, as well as disadvantages like being impersonal. The document concludes by discussing how artificial intelligence is improving IVR systems and how Indian Railways uses an IVR system to collect passenger feedback.

Uploaded by

Ajay yadav
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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PRESENTATION ON-

IVRS(Interactive Voice Response System)

Submitted by- Submitted to-


Sunil Poonia Dr. Sandeep Rankawat
Vth Sem
ECE Department
Training on Interactive Voice Response System(IVRS)
From North Western Railway, Bikaner Divison Under
guidance of – Mr. S.R. Choudhary(SSE/TELE Bikaner)
 Introudction to IVR Systems
 How IVR System works
 Uses of IVR System
 Benefits of IVR System
 Disadvantages of IVR System
 IVR System with AI
 IVR Systems in Indian Railways
Introduction to IVR Systems-

 Interactive Voice Response (IVR)-


It is automated telephony system that interacts with callers, gathers
information and routes calls to the appropriate recipients. An IVR
system (IVRS) accepts a combination of voice telephone input and
touch-tone keypad selection and provides the appropriate
responses in the form of voice, fax, callback, email and other
contact methods.
IVR systems can consist of telephony equipment, software
applications, a database and a supporting infrastructure. An
organization can run an IVRS in house by purchasing the
software and hardware required, or it can opt to go through
an IVR hosting service that charges a monthly fee
How it works-
 An IVR application provides prerecorded voice responses for
appropriate situations, keypad signal logic, access to
relevant data and potentially the ability to record voice
input for later use. Using computer telephony integration
(CTI), IVR systems can hand off a call to a human being who
can view data related to the caller on a display.
 IVR systems also use dual-tone multi-frequency (DTMF) signals
as a line of communication between a phone and a
computer. The computer uses a telephony board or card to
understand DTMF signals.
IVR software enables an. organization to use
prerecorded greetings or menu options that a
customer can access through a phone keypad.
Advanced IVR systems may include speech
recognition software to enable a customer to
communicate with a computer.
Uses of IVR Systems-

 There are many uses for IVR systems. The most common use is
to automate inbound and outbound calls and to route calls.
 The IVR system in the latter case eliminates the need for a
switchboard operator to answer incoming calls. This instance
often presents a caller with a menu of options and can
attempt to answer frequently asked questions.
 A good example of this is when a customer calls a movie
theater to inquire about movie times. The IVRS uses an
updated database to present the caller with a list of the
latest available movie times, helping to eliminate call wait
times and leading to greater customer satisfaction.
 Sales - IVR systems enable customers to fill out sales order
forms with a phone keypad. The computer then sends the
completed form to a salesperson.
 Marketing - Marketers can use IVR systems to send out
surveys to gauge interest in a product or service.
 Medical records - Doctors can use an IVR system to
transcribe notes and patient records and have a copy of
the transcribed records sent to the office.
 Call center – IVR System can be used in call centers to
forward calls to human recipient.
 Offices – In offices there are many departments so for easily
connect to a specific department.
Benefits of IVR System-

 Benefits of interactive voice response - IVR technology can


benefit both large and small businesses in the following
ways:-
 Saves time and money - IVR technology can replace
humans to answer frequently asked questions or to provide
commonly requested information -- such as directions, hours
of operation, etc. -- that doesn't require critical thinking skills.
 Greater customer satisfaction - IVR technology eliminates
wait times by responding to a caller immediately.
 24/7 service - IVR technology can operate without any
interruptions and is available to provide information to callers
whenever they need it.
Disadvantages of IVR System-

 It is important to note that there are disadvantages to call


automation. IVR systems have been criticized for being too
impersonal, for acting as a barrier between customers and
live agents, and for taking jobs away from call centers.

 These systems are also limited to the type of questions they


can provide answers to and can leave callers frustrated and
confused when IVR menus are too long.
 However, as with all technology, IVR continues to evolve and
improve with time to address these limitations.

 Many companies have augmented or replaced IVR systems


with automated speech recognition technologies that
enable callers to speak their requests instead of punching
numbers into their phones. These voice recognition systems
can frustrate callers if the system doesn't recognize a caller's
questions
IVR System with AI-

 Despite the notorious downsides, IVR software use is


expected to increase in the years ahead thanks to
improvements in AI and voice recognition technologies.
 Natural language processing (NLP) is being used to improve
IVR systems because the technology can better analyze
spoken language and, together with natural language
generation applications, enables IVR to deliver a
conversational response to callers.
 In addition, IVR analytics software enables companies to
analyze issues with their voice response systems and improve
them for better customer service.
IVR Systems in Indian Railways-

 A Passenger Feedback System through Interactive Voice


Response System (IVRS) has been started by Indian Railways
through Indian Railway Catering and Tourism Corporation
Limited (IRCTC) with effect from 01.07.2015 on all
Mail/Express and Superfast trains over Indian Railways’
system. This Passenger Feedback System consists of the six
areas. The six areas on which questions are asked are as
under:-
 i) Train Cleanliness
 ii) Platform Cleanliness at Railway Stations
 iii) Quality of food served to passengers in trains
 iv) Quality of Bed Rolls supplied to passengers in Air
 v) Train Punctuality
 vi) Cooling of ACs in coaches.

Passengers are requested to provide their feedback on the


aforesaid amenities in three categories, i.e.
(1) Good
(2) Satisfactory
(3) Bad
For giving your valuable time

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