This paper suggests a fresh approach to IVR design by incorporating natural language processing (NLP) techniques, enhancing user experiences. Traditional IVRs often frustrate users due to their rigid menu structures. By integrating NLP, we aim to create dynamic and interactive IVR systems, leading to increased user satisfaction, streamlined interactions, and improved business performance. Our self-deployment and user testing demonstrate the system's effectiveness in providing personalized and responsive support, transforming traditional IVRs into engaging communication channels.
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Sankar et al. (2024) studied this question.
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