How it works
If the caller makes no selection, the IVR needs a repeat prompt, assistance option or fallback destination. 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 example
If a caller does not press a key in time, the menu repeats or transfers the caller to an agent.
What to consider
Test silence, invalid input, menu depth, language choices and the caller experience when automation cannot resolve the request.