IVR & Self-Service Technology Flashcards
6 cards from real Call Center Hosting practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 IVR & Self-Service Technology flashcards as text
What is 'visual IVR'?
Answer: A smartphone screen-based menu that mirrors IVR options, allowing tap navigation instead of audio menus
Visual IVR presents IVR menu choices on a smartphone screen, letting callers tap options instead of listening to and pressing menu choices.
What does 'call deflection' mean in the context of IVR and self-service?
Answer: Redirecting callers from expensive live-agent calls to self-service or digital channels
Call deflection strategies steer callers toward self-service IVR, chatbots, or SMS to reduce live agent handle time and cost.
What is VoiceXML (VXML) used for in hosted IVR development?
Answer: Defining IVR call flow dialogs using an XML-based markup language
VoiceXML is an XML-based language used to create structured IVR call flows, prompts, and menu logic for telephony applications.
What does NLU (Natural Language Understanding) add to an IVR beyond basic ASR?
Answer: The ability to understand the meaning and intent behind spoken words, not just transcribe them
NLU interprets the semantic intent of a caller's utterance, allowing the IVR to understand requests like 'I want to change my address' rather than matching keywords.
What is 'IVR containment rate'?
Answer: The percentage of calls fully resolved by the IVR without transfer to a live agent
IVR containment rate measures how many callers complete their needs in the IVR without requiring a live agent, indicating self-service effectiveness.
Which regulation governs how call centers must handle automated phone solicitations and IVR outbound calls in the US?
Answer: TCPA (Telephone Consumer Protection Act)
The TCPA regulates automated calls, robocalls, and IVR-based outbound calling, requiring prior express consent for certain types of calls.