An IVR that actually understands your customers

Valence brings emotional intelligence to automated phone systems. Your intelligent voice response system hears the caller’s tone, adapts its responses, and guides people to the right outcome without frustration.

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Why emotion matters in interactive voice response systems

Smarter routing. Calmer conversations. Faster resolution.

Traditional IVRs

Traditional IVRs treat every caller the same. They miss emotional cues, get stuck in rigid menus, and often make frustrated customers even more frustrated.

IVR

With emotional intelligence baked into routing and responses, your AI IVR can sense urgency, confusion, or annoyance — and adjust accordingly. Callers feel understood, and businesses keep containment high without damaging the relationship.

Supercharge your IVR with human emotional perception

Detects caller frustration, urgency, and hesitation in real time

Adjusts prompts and guidance based on emotional signals

Reduces menu-hopping and dead-end logic

Improves containment while preserving customer satisfaction

Routes customers to the right agent or workflow the first time

Gives leaders visibility into emotional hotspots across call flows

Detects caller frustration, urgency, and hesitation in real time

Reduces menu-hopping and dead-end logic

Routes customers to the right agent or workflow the first time

Adjusts prompts and guidance based on emotional signals

Improves containment while preserving customer satisfaction

Gives leaders visibility into emotional hotspots across call flows

Benefits

Power a better caller journey

Emotion-aware routing

Instead of relying only on keypad options or speech transcripts, the IVR understands the caller’s emotional state and sends them to the best destination — whether that’s self-service or a live agent.