Use of Interactive Voice Response system - a system of automatical voice menus of providing the caller with information - decreases the cost of the phone service several times.
This sheme is an ideal one for delivering some standart information (such as the rules of some contest and the places of prize distribution), or his personal information from a databaze (for example, a status of an order and a delivery date of some product). In the second case the system asks for an identity code (e.g., order number), and then gets the required information from the databaze and makes it audiable for the caller.
The interactive voice responce system can solve a majority of callers' problems, making a switch to a human operator only in some irregular cases. The ergonomy of voice menus is being carefully analised, and the information about the "routes" of the callers via various parts of it is being gathered in order to detect and eliminate any unconvenience and decrease the time of call processing.
But it should be taken into consideration, that a large percentage of callers dislike a fully automated scheme of work. They prefer to communicate with a human operator instead.
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