Visual IVR
Short definition
Visual IVR: An on-screen menu for choosing service options instead of navigating only through spoken prompts.
Meaning and how it works
Visual IVR lets users choose options on a screen rather than listening through a sequence of voice prompts. 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 customer taps a service choice on a web screen and is guided to the appropriate help channel.
What to check before implementation
Test silence, invalid input, menu depth, language choices and the caller experience when automation cannot resolve the request.