Final answer:
IVR systems provide efficiency and 24/7 service but can be impersonal and frustrating, resulting in mixed views on their effectiveness. The preference for modern forms of communication may challenge the relevance of IVRs.
Step-by-step explanation:
Interactive voice response (IVR) systems are a common technology interface for customer service. They promise time-saving and efficiency, but many find them frustrating to use. While considering their benefits, such as 24/7 availability and eliminating the need for a live operator, it's important to weigh these against the drawbacks. These systems can feel impersonal and may lead to longer resolution times if they don't efficiently route calls.
Moreover, the shift in communication methods with an increased preference for texting and messaging apps over voice suggests that IVR systems may not align with modern communication habits. Despite these challenges, IVR systems can offer significant cost savings for businesses and provide easy access to information for simple inquiries. Therefore, whether the benefits outweigh the drawbacks often depends on the context of use and the user's personal preference for communication.