Tired of IVRs wasting your time and frustrating customers? AI can fix that. Studies show that 61% of consumers think IVRs create poor customer experiences, while businesses lose $75 billion annually due to bad service.

Retell AI’s Navigator AI uses smart automation to streamline IVR navigation, saving time, reducing errors, and delivering better customer experiences. This tool cuts through complex menus, automates inputs, and ensures accurate call routing—no more wasted effort or misdirected calls.

This article explores how AI can be used to navigate IVRs, and the benefits of integrating advanced tools into your operations.

Quick Recap - What Are IVRs?

At their core, IVR systems are automated telephone menus designed to route calls based on user input. When customers call a business, they interact with these systems using voice commands or keypad entries to select options, provide information, or reach a specific department.

While these tools were initially celebrated for reducing the workload on live agents, their limitations have become increasingly apparent as customer expectations grow.

Introducing Retell AI’s Press Digit Function

Retell AI's Navigator AI tool includes a feature called the Press Digit function, designed to automate digit inputs for seamless interaction with IVR menus.

What Is the Press Digit Function?

The Press Digit function enables AI agents to emulate human actions within IVR systems by automating keypad inputs. This ensures precise navigation through complex menu structures without human intervention. The feature operates by preprogramming the necessary sequences and executing them based on the specific scenario.

When to Use the Press Digit Function

This functionality is particularly useful in scenarios where precision and speed are essential:

• Supplier Call Systems: Quickly connect to specific departments without wasting time on irrelevant options.
• Healthcare Information Verification: Access patient data by navigating healthcare providers’ IVR systems.
• Finance and Billing Inquiries: Streamline follow-ups on payments and account details.

Benefits of Retell AI’s IVR Navigation Feature

Retell AI's IVR navigation feature offers businesses a smarter way to manage calls, ensuring accurate routing, faster handling times, and a better overall experience for customers. Here's how it delivers measurable value:

Improved Call Routing Accuracy

By automating inputs, Retell AI eliminates common errors caused by manual dialing. For example, an AI agent routing a call to a specific department can flawlessly follow predefined sequences, reducing misrouted calls to nearly zero.

Time Savings for Businesses

Time is money, and IVR inefficiencies cost businesses both. Automating navigation frees up live agents for more complex inquiries, reducing overall call handling time and boosting operational efficiency.

Enhanced Customer Experience

Callers expect quick and effortless interactions. A streamlined system reduces frustration, increases first-call resolution rates, and leaves customers with a positive impression of your brand.

How to Get Started with Retell AI’s IVR Navigation

To integrate Retell AI's Press Digit function into your system, follow these steps:

Enable the Function

Navigate to the Functions section in your Retell AI dashboard. Click the + Add button.

Select the Press Digit Function

From the dropdown menu, select Press Digit (IVR Navigation).

Configure the Function

Fill in the details and then click save.

• Name: Enter a clear, descriptive name (e.g., press_digit).
• Description (Optional): Add a note about the purpose (e.g., "Navigate to the human agent of the sales department").
• Pause Detection Delay (Optional): Set the pause time in milliseconds (e.g., 1000 for a 1-second delay).

Test Your Agent

Go to the Test Audio section. Click the Test button to simulate and validate the IVR navigation setup.

Tips for Effective Use

• Understand IVR Variability: Each IVR system is different. Tailor your configurations to match the specific requirements of the systems your business frequently contacts.
• Regular Updates: Business needs evolve, and so do IVR systems. Regularly review and update your scenarios to maintain efficiency.
• Integrate Dynamic Inputs: For systems that request specific, variable inputs (e.g., order numbers or case IDs), configure AI to dynamically retrieve and input these details from your CRM or database.
• Enable Multilingual Support: If your business interacts with IVRs in different languages, configure the AI to handle multilingual prompts. Test and optimize for accuracy in language-specific scenarios.
• Monitor System Updates: Many companies periodically update their IVR systems, which can change menu structures. Stay in contact with key partners and suppliers to stay informed of such updates.

For detailed guidance, refer to Retell AI's official documentation on the Press Digit function.

Revolutionize Your Customer Interactions with Retell AI – Get Started Today!

IVR systems are often the first point of contact between a business and its customers, but they’re not always as efficient or user-friendly as they should be. With tools like the Retell's Press Digit function, it simplifies IVR navigation, saving time, reducing frustration, and creating smoother interactions for everyone.

Great customer experiences can set a business apart, and having the right tools makes all the difference. Retell AI helps you deliver faster, more accurate, and stress-free service.

Ready to make things easier for your team and your customers? Try Retell AI for free today.