Route Calls Automatically.Resolve RoutineRequests Fast.
Natural language + keypad. Clean handoffs. Analytics you can act on.
What is IVR?
Interactive Voice Response lets callers use voice or keypad to get information, complete tasks, or reach the right department—without waiting on hold. Intueo upgrades classic IVR with natural-language understanding, intent-based routing, and real-time analytics.
24/7 Coverage
Always available
Voice or Keypad
Flexible input
Press 0 for Human
Easy escalation
Analytics & Logs
Track everything
How It Works
Five steps from greeting to insight
Greet & Understand
Detect caller intent via NLU or keypad
Answer or Route
Serve FAQs or route to queues/ring groups
Collect & Confirm
Capture and verify caller data
Handoff Cleanly
Transfer to human or AI with context
Log & Learn
Track outcomes and optimize flows
IVR Modes
Touch-tone
Classic keypad menus for simple, predictable navigation.
Directed Dialog
Short voice prompts guide callers through specific choices.
Natural Language
Callers speak freely; AI detects intent and routes accordingly.
AI IVR vs. Traditional IVR
See how AI transforms the IVR experience
| Feature | Traditional IVR | AI-Powered Intueo IVR |
|---|---|---|
Input Methods | DTMF keypad menus only | Natural language + DTMF |
Routing Logic | Static decision tree | Intent-based + rules + data lookups |
Answer Capability | Limited pre-recorded FAQs | Knowledge answers & status lookups |
Maintenance | Re-record prompts for changes | Editable prompts + retrievable knowledge |
Analytics | Basic call stats | Containment, intent trends, outcomes |
User Experience | Menu-hunting, multiple steps | "Say what you need" (fewer steps) |
Architecture
How IVR connects your callers to your systems
Concurrency & Call Legs
One number handles many calls. Each caller gets a dedicated session—route to agents or ring groups in parallel.
- One number, many simultaneous calls
- Each caller runs in an isolated agent session
- Call legs bill separately when bridged
- Capacity depends on runtime concurrency
- Billed in 6-second increments
Example Scenarios
| Scenario | Sessions | Legs Billed |
|---|---|---|
| Two callers hit same number → Agent A & Agent B | 2 | 2 |
| Caller talks to IVR then transferred to staff | 1 | 2 (IVR leg + human leg while bridged) |
| Ring group answers first; other rings stop | 1 | 1 (only the connected leg bills) |
Note: If you forward to a single cellphone, that device can handle one live call at a time. Use ring groups or keep callers in IVR/AI until routed.
Benefits
Why businesses choose Intueo IVR
Customer Experience
- Shorter wait times with self-service options
- Higher first-contact resolution rates
- Consistent, branded voice prompts
- 24/7 availability without staffing costs
Operations & Cost
- Lower cost per call with automation
- Fewer transfers and escalations
- Automatic data capture and logging
- Reduced staffing requirements
Insights & Control
- Track containment rates and intent trends
- Identify peak call times and patterns
- Full transcripts and call logs
- Continuous improvement with analytics
Security Options
- Voice verification for authentication
- PII redaction and data protection
- Consent-based call recording
- Compliance with regional regulations
IVR Analytics & Call Management
Monitor IVR performance, track containment rates, and optimize call flows with real-time insights
Real-Time IVR Dashboard
Track IVR costs, call minutes, total interactions, and active menu paths. Monitor containment rates and identify which self-service options are most effective.
Costs, minutes, interactions
Complete IVR Call Logs
Access detailed logs of every IVR interaction with full transcripts, menu selections, routing decisions, and outcome tracking for continuous optimization.
Transcripts, menu selections, routing decisions
Containment Rate
Track self-service success vs. agent transfers
Intent Analysis
Understand why callers are reaching out
Call Duration
Optimize menu paths for faster resolution
Export Reports
Download IVR data for deeper analysis
Challenges & Best Practices
Common pitfalls and how we solve them
Over-complex Menus
Keep 3–5 options; always offer 'press 0 for human'
Long Hold Times
Callback queue; route by intent and priority
Impersonal Experience
Natural language first; branded voice; smart escalation
Ready to Reduce Wait Times and Missed Calls?
Available across Voice AI plans; advanced routing in higher tiers.
Industry Use Cases
Tailored solutions for your sector
Healthcare
Routing, appointment reminders, lab results, refill requests
Plan Capabilities
See exactly what's included in each plan
Important Notes
Flows = distinct IVR/voice paths you can configure (greeting/menu variants).
Premium Runtime = our higher-accuracy voice + LLM stack (best for complex/regulated calls).
Standard connectors = common calendar/CRM/helpdesk; Advanced connectors = custom/enterprise (CRM, ERP, POS, etc.).
Recording requires lawful notice; storage beyond included hours is billed per 100h block.
Capabilities reflect base plans. Some items can be added as paid add-ons. See plan cards for SMS/minutes and other limits.
Integrations & Compliance
Integrations
- Google Calendar, HubSpot, Jobber, Zendesk
- Ring groups and call recording (with lawful notice)
- Custom API connectors for your systems
Compliance & Security
- PIPEDA-aligned with Canadian data residency
- SOC 2 Type II & ISO 27001 providers
- HIPAA-eligible with BAAs (where applicable)
- Avoid PHI over SMS; use secure channels