The U.S. Citizenship and Immigration Services introduced a new interactive voice response (IVR) telephone system. This was done for English and Spanish calls to the USCIS Contact Center. With the new IVR system, a caller’s experience is personalized by giving them the ability to do the following:
- Speak to the system instead of selecting keypad options
- Receive links for forms and information by email or text
- Provide real-time feedback via optional survey
In using the system, USCIS will implement it in phases. It is because of this that not all callers will interact with the new IVR system immediately. When the system is fully operational, it will allow for increased efficiency of the USCIS Contact Center in addition to improving customer experience by giving callers a larger range of service options. With this, the time that callers spend on the phone repeating themselves due to their accent, dialect, or even background noise should be reduced.
It is important to know that the Contact Center’s toll-free numbers will remain the same. Hours for live assistance will stay the same as well.
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