WHAT IT MEANS
IVR is the old “Press 1 for…” menu system. A voice agent understands normal speech, so callers can just say what they want.
Real example
IVR: “Press 2 for balance.” Voice agent: “Kitna balance hai?” → “Your balance is ₹12,400.”
What’s normal
Most enterprises keep the IVR and add a voice agent on top, rather than replacing it on day one.
The India angle
Many Indian banks and insurers have big IVR setups. Integration with the existing IVR matters more than replacing it.
Questions to ask your vendor
Can you plug into our current IVR, or do we need to replace it?
What happens if the caller presses keys instead of speaking?
How long does migration take?
Related terms
Other terms in Basics
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