IVR, interactive voice response, is the press-1-for-billing menu that has been the front door of every business phone system since the 1990s. Nobody likes it, but it was the best option available before AI voice was viable.
An IVR replacement does not just swap the menu for natural language. It removes the menu entirely. The caller states their reason in their own words and the agent resolves it, or routes it, without making the caller navigate a tree.
The hard part is being ready for the long tail. An IVR menu has eight buttons; an AI replacement has to handle every reason a person might call. That is doable for an SME use case (booking, rescheduling, basic Q&A) but requires real engineering for anything broader.
Vorel replaces the IVR with a single conversational front door, no menus, no "press one for English."