Customer Self Service Applications

 Interactive Voice Response (IVR) Systems

Guided self-service applications or Interactive Voice Response (IVR) systems allow customers to access information and perform routine tasks without requiring any interaction with a representative of an enterprise. They can also reduce operational costs through decreased paperwork and lower call centre activity.

Users can be given relevant information in the context of the transactions they are trying to complete and even have real-time collaboration with a representative when required. An example of a guided self-service application is a telephone banking application.