On May 18, 2020, the United States Citizenship and Immigration Services (USCIS) introduced a new interactive voice response telephone system for calls to the USCIS Contact Center [PDF version]. The system, which will be implemented in stages, will apply for English- and Spanish-language calls. The interactive voice response telephone system will allow callers to speak to the phone system instead of selecting options from their keypads, receive links for forms and information through email or text, and participate in real-time surveys.
Because the USCIS Contact Center will be implementing the interactive voice telephone system in stages, only some English- and Spanish-language callers will be directed to it for the time being. The USCIS hopes that once the system is fully operational, it will improve the USCIS Contact Center experience for customers.
