What Are the Best IVR Design Methodologies and Practices?

by Joy Reed   |   January 6,2022   |   Voip Phone


Might you be wondering about the various methodologies and practices of the IVR system? There are a wide variety of design methodologies and approaches to IVR design. To understand the differences between them, it is crucial to understand what an ivr meaning is. An Interactive Voice Response system, or IVR, is an automated voice menu that accesses applications on a computer via virtual voicemail.

It will typically use speech recognition to control other applications on the other end, such as databases or voicemail systems. Modern IVR systems use audio, text, and graphics to make the interaction realistic and natural. IVR should be designed to provide high-quality customer service while also minimizing telephone usage so as not to be over-taxed by the customer base.

Methods to Design IVR

  • There are three main methods of designing an IVR, "push," "pull," and "hybrid." These methods differ in which application will control the conversation. For example, a push method will typically allow the chat application on your computer to control the conversation. In contrast, a pull method will allow the IVR to control the application. In a hybrid IVR, a bit of both is used to provide both immediate control and delayed loading.


  • The most crucial difference between these methods is when the user answers an incoming call. The push method would allow the chat application to respond while an ivr setup would delay until it is responded to. If both are not answered within five seconds, then it may automatically send the call to voicemail or hang up in either case.


  • On the other hand, the pull method would allow the chat application to respond immediately, while the IVR would not send the call to voicemail or hang up. Both could be used during an incoming call in which it may be beneficial to play hold music until one of them is answered.


  • It is important to note that when designing an IVR, it is also essential to develop a thorough and detailed plan of what features are needed. Only after this is complete will the IVR design be finalized. While a solid plan is essential, some specific strategies are used in the design process that can help ensure such a plan is met. These strategies are discussed below.


  • Designing an IVR makes use of an efficient hierarchy of menus from the bottom up that have levels of hierarchy and complexity. For example, the lower levels should have only one or two layers, while a higher level should have four to eight layers for more complex interactions.


Thus, this hierarchy makes it easier and more intuitive to use and maintain. This hierarchy also makes it easier to use, especially in situations where there are errors and also when there are failures. A user accessing the IVR is another crucial factor that plays an essential role in determining what kind of an ivr solution needs to be designed. Make sure that you will focus on the given details for better understanding.