USCIS is launching a new Interactive Voice Response (IVR) telephone system for calls to the USCIS Contact Center. Interactive Voice Response (IVR) telephone system is a technology that allows a computer system to interact and communicate with humans using voice and phone keypad tones. The new telephone system will be available in both English and Spanish, but it is a limited roll-out across the country.
This new system will personalize the caller’s experience by:
- Speak to the system rather than selecting keypad options;
- Receive links for forms and information by email or text; and
- Provide real-time feedback through an optional survey.
For more details: What is an Interactive Voice Response (IVR) system? Link to Answer
Source of Information:
USCIS (USCIS.gov), 5/18/20, News Alert:
USCIS Begins Implementing New Interactive Voice Response Telephone System
USCIS (USCIS.gov), 5/18/20, Web Page: