1) Interactive voice response (IVR) systems allow customers to interact with an automated phone system to route calls and obtain information without speaking to an agent. It provides menus and options that callers can select using their phone keypad or voice commands. 2) IVR systems improve customer service by resolving issues quickly through automation, allow for 24/7 access to information, and can personalize interactions. They also improve productivity by freeing up agents to handle more complex issues. 3) Before implementing an IVR, a business should map out the desired interactions, test the system, and evaluate if their call volume warrants the investment in automation over continuing to use agents for all calls. IVR systems can benefit businesses by