What Is IVR Scripting?


Angela Bailey

In this tutorial, we will explore the concept of IVR scripting. IVR stands for Interactive Voice Response, which is a technology that allows computer systems to interact with humans through voice and DTMF tones input via keypad. IVR systems are widely used in various industries, including customer service, healthcare, banking, and telecommunications.

What is IVR Scripting?

IVR scripting refers to the process of creating a script or set of instructions that guides the interaction between the caller and the IVR system. These scripts are written in specific programming languages designed for IVR systems, such as VoiceXML or CCXML. IVR scripting is crucial as it determines how callers navigate through menu options and access information or services.

Key Components of an IVR Script

  • Prompts: Prompts are pre-recorded messages that provide instructions or information to callers. They can be in the form of audio recordings or synthesized speech generated by text-to-speech engines.
  • Menus: Menus present a list of options to callers, allowing them to make selections using their voice or DTMF tones on their phone’s keypad.
  • Conditional Logic: Conditional logic enables dynamic call flows by evaluating conditions and directing callers based on their input or predefined criteria.

The Role of HTML in IVR Scripting

In addition to dedicated scripting languages like VoiceXML or CCXML, HTML plays a significant role in modern IVR systems. HTML elements can be used to enhance the visual presentation and interactivity of an IVR script. Here are some examples:

Bold Text:

You can use the <b> tag to highlight important keywords or instructions in your script. For example, you might want to emphasize phrases like “Please press 1 for support” or “Your call is important to us.”

Underlined Text:

The <u> tag can be used to underline specific text. This can be useful when you want to draw attention to certain information or provide additional clarity.


If you need to present a series of options, you can use HTML lists. The <ul> tag creates an unordered list, while the <li> tag represents each list item. This allows callers to navigate through the options easily.

Best Practices for IVR Scripting

To create effective IVR scripts, consider the following best practices:

  • Keep it concise: Be clear and concise in your prompts and menu options. Avoid lengthy instructions that may confuse or frustrate callers.
  • Offer self-service options: Provide self-service options whenever possible, allowing callers to access information or perform tasks without the need for agent assistance.
  • Avoid jargon: Use plain language that is easily understandable by all callers.

    Avoid technical jargon or industry-specific terms that may confuse non-experts.

  • Test and iterate: Regularly test and refine your IVR scripts based on caller feedback and analytics data. Continuously improving the caller experience can lead to higher customer satisfaction.

In conclusion, IVR scripting involves creating scripts that guide interactions between callers and IVR systems. By incorporating HTML styling elements such as bold text, underlined text, lists, and subheaders, you can make your IVR scripts more visually engaging and organized. Following best practices ensures an efficient and user-friendly IVR experience for callers.

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