Traditional IVR asks callers to navigate menus. An AI voice agent can interpret natural language and perform work.
IVR is predictable, inexpensive and excellent for deterministic routing. AI voice can answer questions, schedule, qualify, retrieve information and complete some transactions, but it introduces model, integration and edge-case risk.
If the goal is only routing, IVR may be sufficient. If the system must understand the caller and resolve work, AI can deliver more value. The technologies can also operate together.
Compare AI voice platforms.