Voice Bots vs IVR: What’s the Difference?
Posted: Mon Jan 20, 2025 3:26 am
As with any emerging and evolving technology, it’s important to understand the fundamental differences between voice bots and IVRs before deciding which one is best for your business.
Definition of IVR
IVR (Interactive Voice Response) is a france telegram number database technology that sits between the customer and the call center. It offers a feature for pre-recorded messages, available through voice commands or keypad tones. This 24/7 system is quite simple and allows callers to access information without having to speak to a “live” employee. It can also be used to direct people to the right department or agent depending on their needs.
IVR is a great solution for businesses on a budget and for systems that don't require conversational service. In short, customers call, retrieve information, and hang up.
What is a voice bot?
Voice bots are the next-generation IVR systems that use AI to interpret people’s requests and respond accordingly. While traditional IVR requires the user to listen and respond to menu items, today’s voice bots use natural language understanding (NLU) to determine the caller’s intent and the meaning of what they say. You’ve probably heard of Siri and Alexa. They are great examples of AI-powered voice assistants.
What is Conversational IVR?
Now that we understand the differences between IVR and voice bots, let’s bring in another piece: conversational IVR.
Definition of IVR
IVR (Interactive Voice Response) is a france telegram number database technology that sits between the customer and the call center. It offers a feature for pre-recorded messages, available through voice commands or keypad tones. This 24/7 system is quite simple and allows callers to access information without having to speak to a “live” employee. It can also be used to direct people to the right department or agent depending on their needs.
IVR is a great solution for businesses on a budget and for systems that don't require conversational service. In short, customers call, retrieve information, and hang up.
What is a voice bot?
Voice bots are the next-generation IVR systems that use AI to interpret people’s requests and respond accordingly. While traditional IVR requires the user to listen and respond to menu items, today’s voice bots use natural language understanding (NLU) to determine the caller’s intent and the meaning of what they say. You’ve probably heard of Siri and Alexa. They are great examples of AI-powered voice assistants.
What is Conversational IVR?
Now that we understand the differences between IVR and voice bots, let’s bring in another piece: conversational IVR.