Interactive voice response (IVR) systems are—how do I put this nicely?—not one of the most beloved technological advances of the last century. They can be cumbersome, confusing to use, and flat-out frustrating sometimes. We’ve all had that IVR experience where, after navigating through a maze of choices, we find ourselves suddenly disconnected.
It’s no wonder then that some pundits like to point to IVR as on its way out. Press “1” is the past, they say; services like Siri (Apple’s voice recognition software) are the future. But IVR does have a strong future, in large part because of technology like voice recognition. And companies like Molo Innovation (a Dialogic partner) are helping to make it happen.