Interactive Voice Response System calls from Political eaders

In recent days, many voters have received multiple Interactive Voice Response System (IVRS) calls every day. As a result, they are urging the Election Commission of India (ECI) to investigate how various telecom providers shared their mobile numbers with political parties.

1. Example: “Hi, I am contesting from Gudivada Assembly constituency. My opponent has failed to implement their manifesto and has ignored development. Please vote for me,” says the pre-recorded message.

What is an Interactive Voice Response (IVR) System?

1. Automated Phone Menu System: IVR is a technology used in phone systems that allows callers to interact with a menu using their voice or phone keypad.
2. Information and Routing: An IVR system can provide information through pre-recorded messages or text-to-speech, and it can route callers to the correct department or person based on their input.

Example:

1. You call a company's customer support line.
2. An IVR system greets you: "Welcome! For billing press 1, for technical support press 2, to speak to an operator, press 0."
3. You press 2 for technical support.
4. The IVR may provide further options or connect you directly to a technical support agent.

Benefits of using IVR:

1. Improved Customer Experience: Provides self-service options, reducing wait times and allowing customers to get information quickly.
2. Reduced Call Volume: Handles simple queries and routes calls efficiently, lowering the burden on live agents, and freeing them to handle complex issues.
3. Cost Savings: Lowers operational costs for businesses by automating routine tasks.
4. 24/7 Availability: IVR functions at all hours, providing information and assistance even outside business hours.

How IVR Works:

1. Pre-recorded Messages/Text-to-Speech: The IVR has audio recordings or text-to-speech capabilities to present menus and information.
2. Dual-tone Multi-frequency (DTMF) or Speech Recognition: The caller uses their telephone keypad (DTMF) or their voice to select options.
3. Database Integration: The IVR system can be linked to a company database to provide personalised information or look up customer details.
4. Call Routing: Based on the caller's choices, the IVR routes the call to the right department or queues it to an available agent.

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