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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.
IVR powers the “press 1 for billing” systems most people have used. It can route calls, share basic information, and collect input, but traditional IVR is menu-bound — callers often mash 0 to escape a tree that doesn’t match their need.
Modern AI receptionists like handlo move past rigid IVR trees by understanding natural speech. Instead of navigating menus, callers simply explain what they need, and handlo handles the conversation, qualifies them, and briefs you by text.
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.
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.
Natural language understanding (NLU) is the branch of AI that interprets the meaning and intent behind human language, not just the literal words. It lets software grasp what a person actually wants from how they phrase it.
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