What Is Interactive Voice Response (IVR)

question 42

Multiple Choice

What is interactive voice response (IVR) ?

• A) Automatically dials outbound calls and when someone answers, the call is forwarded to an available agent
• B) Directs customers to use touch-tone phones or keywords to navigate or provide information
• C) A phone switch routes inbound calls to available agents
• D) None of the above

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Definitions:

Frontal Lobe

The front part of the brain associated with decision making, problem solving, control of purposeful behaviors, consciousness, and emotions.

Phineas Gage

A historically significant case in neuropsychology where an individual survived a traumatic brain injury, providing early evidence of the role of the frontal lobes in personality and behavior.

Modus Ponens

A form of logical argument where from premises in the form "If P, then Q" and "P is true," it logically follows that "Q is true."

Cognitive Overload

Breakdown of cognitive processing that occurs when the available information exceeds processing capacity.