Editing Interactive voice response (section)

==Criticism==
Surveys show IVR is generally unpopular with customers.  It is difficult to use and unresponsive to the caller.  Many customers object to talking to an automated system.  There is a perception that IVR is adopted because it allows companies to save money and allow the hiring of fewer employees to answer the phone.<ref>{{Cite web|url=http://www.cmswire.com/customer-experience/chat-bots-are-cool-but-will-they-replace-humans/|title=Chat Bots Are Cool, But Will They Replace Humans?|publisher=CMS Wire}}</ref>  Additionally, as basic information is now available online, the calls coming into a call center are more likely to be complex problems and not ones that can be resolved in an automated fashion, thus requiring the attention of a live agent.