Development of AI-IVR (Intelligent Voice Menu)
AI-IVR replaces traditional touch-tone menu with free-form dialogue. Customer says what they want, system understands intent and routes call — without button presses or multi-level menus.
Comparison: DTMF-IVR vs AI-IVR
| Parameter | DTMF-IVR | AI-IVR |
|---|---|---|
| Navigation | 4–7 levels, buttons | 1–2 questions, speech |
| Scenario coverage | Limited by tree | Unlimited |
| Update process | Complex | Simple prompt |
| For users without phones | Difficult | Normal |
Architecture
1. Greeting
2. Listen to customer intent (up to 8 seconds)
3. Recognize intent + confidence
4. Route call based on destination
If confidence <75%: ask clarification question
If confidence ≥75%: route call
Configuration (YAML)
Define destinations:
- Queue (skill-based routing)
- Extension (specific agent)
- Bot (bot handler)
Includes routing messages and descriptions.
Timeline: AI-IVR with 5–7 destinations — 2–3 weeks. Full DTMF replacement — 4–6 weeks.