IVR deflection is a way of reducing call volume by determining via key press or verbal input those calls that don’t necessarily require a human customer service or support representative.  This can be accomplished in a number of different ways.
First by offering the caller the option to perform common inquiries and tasks through an automated IVR interface.  Common transactions like balance or status inquiries, payments, time tracking for field workers, and confirmation of transactions can be completed without human intervention, reducing call volume for a call center, and wait times for those customers who do need a CSR.
Another means of call deflection is the addition of custom messaging to your IVR.  Custom messaging can include anything from location information and driving directions, to alert information like emergency/weather related closures and scheduling delays.  Often a custom message can answer the caller’s concern without routing the call to a CSR.