Evolution of IVR building techniques: from code writing to AI-powered automation

TL;DR

This paper reviews the evolution of IVR development from manual coding to AI-driven automation, emphasizing how AI simplifies creation and improves customer interactions.

Contribution

It provides a comprehensive overview of IVR building techniques evolution, highlighting the transformative impact of AI on development processes and user experience.

Findings

AI automates IVR flow creation

Shift from code-based to AI-powered systems

Enhanced customer experience through AI integration

Abstract

Interactive Voice Response (IVR) systems have undergone significant transformation in recent years, moving from traditional code-based development to more user-friendly approaches leveraging widgets and, most recently, harnessing the power of Artificial Intelligence (AI) for automated IVR flow creation. This paper explores the evolution of IVR building techniques, highlighting the industry's revolution and shaping the future of IVR systems. The authors delve into the historical context, current trends, and future prospects of IVR development, elucidating the impact of AI on simplifying IVR creation processes and enhancing customer experiences.