IVRs were supposed to speed up service and reduce pressure on contact centers - but today, they’re a top source of customer frustration. Rigid menus, poor routing, and impersonal experiences force callers into generic flows that ignore their intent, leaving them shouting “Agent!” or abandoning the call altogether. Despite rising expectations for personalized, human-like support, most IVRs deliver the opposite: long waits, robotic interactions, and broken trust.This overview explains why traditional IVRs are failing and how outdated automation is now costing brands customer loyalty. It sets the stage for a smarter, more conversational approach that aligns with what customers actually expect.
