What Is Voice Response Unit (VRU)?
In a contact center, a voice response unit (VRU) refers to an automated phone system that guides callers through a series of recorded messages and/or a menu of options via voice recognition or touchtone. A voice response unit is more commonly called “interactive voice response” or IVR. VRUs that utilize AI-enabled natural language processing allow callers to speak in a natural way to navigate the system.
Benefits of Using Voice Response Unit (VRU)
There are a variety of benefits to using a VRU:
Enables self-service
Improves call deflection
Frees agents for more complex resolutions
Reduces call center costs
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