An IVR system (Interactive Voice Response) is a technology that allows callers to interact with a phone system through voice or keypad inputs. It is commonly used in customer service to route calls, provide information, and automate responses without the need for a human operator. This system can handle multiple calls simultaneously, improving efficiency for businesses. IVR systems often include pre-recorded messages and menus that guide users through various options. For example, a caller might hear, "Press 1 for billing inquiries, 2 for technical support," allowing them to quickly reach the appropriate department. This technology is widely used by companies, including banks and airlines, to enhance customer experience.