Call Center Hosting IVR & Self-Service Technology 1 — Questions and Answers
Question 1: What does IVR stand for?
- Intelligent Voice Response
- Interactive Voice Response (Correct answer)
- Integrated VoIP Router
- Inbound Voice Routing
Correct answer: Interactive Voice Response
IVR stands for Interactive Voice Response — the automated phone system that interacts with callers via voice prompts and keypad input.
Question 2: What technology allows an IVR to understand spoken words instead of just touchtone keypad input?
- DTMF recognition
- ASR (Automatic Speech Recognition) (Correct answer)
- TTS (Text-to-Speech)
- NLP only
Correct answer: ASR (Automatic Speech Recognition)
ASR (Automatic Speech Recognition) enables IVR systems to interpret and act on spoken customer responses.
Question 3: What does TTS do in an IVR system?
- Transfers the call to the next available agent
- Converts written text to spoken audio for IVR prompts (Correct answer)
- Transcribes calls in real time for quality monitoring
- Translates calls between languages
Correct answer: Converts written text to spoken audio for IVR prompts
TTS (Text-to-Speech) converts typed text into spoken voice, allowing IVRs to dynamically read variable information like account balances.
Question 4: What is a 'self-service' IVR transaction in a call center?
- An agent-assisted transaction that doesn't require supervisor approval
- A call fully resolved by the IVR without needing a live agent (Correct answer)
- An internal call between agents
- A callback scheduled by the customer without agent involvement
Correct answer: A call fully resolved by the IVR without needing a live agent
A self-service IVR transaction is one the caller completes entirely through the automated system without ever speaking to an agent.
Question 5: What is DTMF and how is it used in IVR systems?
- Dynamic Trunk Management Framework — allocates SIP channels
- Dual-Tone Multi-Frequency — the touch-tone signals sent when pressing phone keys (Correct answer)
- Data Transfer Management Framework — syncs call records
- Direct Transfer Module Feature — routes calls between sites
Correct answer: Dual-Tone Multi-Frequency — the touch-tone signals sent when pressing phone keys
DTMF (Dual-Tone Multi-Frequency) is the touch-tone technology that sends specific audio frequencies when a caller presses phone keypad digits.
Question 6: What is a 'conversational IVR'?
- An IVR that reads scripted sales pitches to callers
- An AI-powered IVR that holds natural-language dialogues with callers (Correct answer)
- An IVR shared between multiple businesses
- A visual IVR displayed on mobile apps
Correct answer: An AI-powered IVR that holds natural-language dialogues with callers
A conversational IVR uses NLP and ASR to enable free-form, natural language interaction rather than rigid menu navigation.
Call Center Hosting IVR & Self-Service Technology 1
What does IVR stand for?