Voice Response Units (VRUs) provide information to callers based on touch-tone
signals or spoken commands. Customers can call their bank or credit card company
to ascertain their balance or learn if a payment has been received. They enter their
account number and PIN when prompted by an electronic voice. The VRU repeats the
requested information, in spoken word
The use of voice response technology is decreasing due to the increasing use of the
Web to access information. However, to handle traffic from callers, companies justify
the expense of speech recognition and VRUs because they need fewer people to speak
with live agents. (The terms “integrated voice response” and “voice response” are used
interchangeably.)
The following are examples of VRU applications.
Newspapers subscribers can use it to stop and start delivery before and after
vacations, or report nondelivery of newspapers.
Airlines can give flight information.
Prescription drug benefit programs enable people to order drug refills.
