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The next phase of IVR development centers on multimodality and faster transactions
Over the years, IVR technology has evolved in four major phases:
Generation 1: Touchtone input and voice output Systems presented prerecorded voice prompts to callers, who responded by pressing keys on a touchtone phone. While this simple technology was widely deployed, callers complained about form factors (moving the handset between ear and eyes), getting lost in large menus without being able to back out, and time-consuming traversal of numerous options.
Generation 2: Speech input and output Systems resolved many first-generation problems by supporting the automatic recognition of user speech and responding with prerecorded verbal messages or dynamically generated messages using synthesized speech. Call routing technology replaced long menu hierarchies. Clever error-handling dialogues helped users overcome confusion when problems arose. Callers no longer needed to move handsets between ears and eyes; they simply responded by voice.
Generation 3: Speech input and output and visual output We are now on the edge of third-generation IVR systems. IVRs will use the small displays available on today's phones and handheld mobile devices in two ways:
* Media viewer....