Multilevel IVR
Short definition
Multilevel IVR: An interactive voice menu containing multiple successive levels of options.
Meaning and how it works
Deep menu trees increase caller effort; each level should offer a clear way back and access to a human agent. Voice-based workflows help route service requests without requiring a person at every step. Their usefulness depends on clear prompts and a reliable route to human support.
Business applications
- Business scenario:
A caller chooses a language and then an issue category before being connected to the relevant department.
What to check before implementation
Test silence, invalid input, menu depth, language choices and the caller experience when automation cannot resolve the request.