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An auto attendant is an automated voice system that greets callers and directs them to the right person, extension, or department, usually through a menu of options. It answers and sorts calls without a live operator.
The classic auto attendant plays a recorded menu — “press 1 for sales, 2 for support” — and routes based on the key the caller presses. It’s reliable for simple sorting but rigid: callers must fit their need into preset buttons.
An AI receptionist like handlo replaces the menu with conversation. Callers just say what they want in their own words, and handlo understands, qualifies, and routes or captures the call — then texts you the details, no button-pressing required.
IVR, or interactive voice response, is automated phone technology that plays recorded prompts and responds to a caller’s keypad presses or spoken input. It guides callers through menus to route them or handle simple requests.
Call routing is the process of directing each incoming call to the right person, team, or destination based on rules such as the time of day, the caller’s need, or who’s available. It gets callers to the right place faster.
Conversational AI is technology that lets software understand and respond in natural language, holding a genuine back-and-forth with a person rather than following a fixed script. It combines speech recognition, language understanding, and response generation.
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