English to Chinese Tech/Engineering IT (Information Technology)

When a caller opts out of the IVR system to speak with an agent, skills-based routing ensures that the agent is qualified to answer questions associated with that branch of the system. The agent can see on her screen where the caller exited the system and thus understands the context for the customer's question. Agents also have cobrowsing capability, so they can, for instance, remotely help a client set up bill payment.
具体指什么？
IVR指交互语音应答。