What is a Prompt?
A prompt is a spoken menu option in an interactive voice response (IVR) system. An IVR is the upfront system in many call centers that greets callers and then verbally presents the menu options available to the caller. These spoken menu options are called prompts. Callers can respond to prompts by pushing a button on their phone's keypad or by speaking their choice.
Because the IVR sets the tone for the rest of the interaction, the menu's structure needs to be well-designed and the recorded prompts clear and on-brand. The voice of the prompt is another detail to be thought through when planning a consistent customer experience: Is the tone formal or casual? Young or mature? Energetic or calm? Many organizations contract professionals to record their prompts and deliver a tone that's just right for their brand.
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