AI in plain sight: IVR Systems and their hidden complexities

Interactive Voice Response (IVR) is an automated phone system technology that uses speech recognition or pre-recorded messages to help users access information without talking to customer service agents. It has been used since the 1970s and is now integrated into various business practices and industries, including banking, finance, healthcare, television programs, organizations conducting surveys, and education. IVR systems work using speech recognition, Text-to-speech, and DTMF decoding technologies and are constantly evolving with advancements in AI research, such as Natural Language Processing. The benefits of IVR systems include increased efficiency, reduced risk of human error, reduced cost, improved customer satisfaction, enhanced data collection system, and improved brand image. Future trends in IVR include the integration of IVR with emerging technologies like Deepgram's text-to-speech API, Aura, which can make IVR systems more realistic and personalized for users.