On May 18th, USCIS introduced a new interactive voice response (IVR) telephone system for English and Spanish calls to the USCIS Contact Center.
The new IVR system personalizes the caller’s experience by giving the caller the ability to:
- Speak to the system rather than selecting keypad options;
- Receive links for forms and information by email or text; and
- Provide real-time feedback through an optional survey.
The new system will be implemented in phases, and, so, not all callers will interact with the new IVR system right away.
With the greater range of self-service options, the system will increase efficiency and improve customer experience because callers will have greater range of self-service options. It is also expected reduce the time callers might have to spend on a call repeating themselves because of their accent or dialect or because of background noise.
The Contact Center’s toll-free numbers will stay the same, and hours will remain the same for live assistance.
For more information, visit uscis.gov/contactcenter.