Visual Interactive Voice Response

Visual Interactive Voice Response (Visual IVR) is conceptually similar to voice Interactive voice response (IVR). Visual IVR uses web applications to "instantly create an app-like experience for users on smartphones during contact center interactions without the need to download any app."[1] The user interacts with a visual interface by touch or click commands on his mobile or computer screen.[2] The technology can be used either on a mobile device app or directly over the web.[3] Visual IVR can be used for companies to interact with their monthly customers, to provide electronic billing and to order other information through a single access point.[4] The user can realize in a few clicks a selfcare journey to find his answer, use another channel made available by the company (email, chatbot, SMS …) or to be put in relation directly with the good skill.[5] Visual IVR has shown advantages over its legacy IVR counterpart, including reducing the average time to resolution by 300 seconds per call, earning a Net Promoter Score of 91 for ease of use, and increasing call containment by 75%.[6] It can overcome inherent challenges in mobile app adoption.[7] Visual IVR can also utilize video as a part of its interface, sometimes referred to as Video IVR.[8] The Interactive Display Response System, which is one form of Visual IVR, was patented in 2009.[9]