Airbnb has improved its Interactive Voice Response (IVR) system using machine learning to understand users and assist agents more effectively. The IVR system listens, understands, and responds in real-time, allowing callers to describe their problems naturally and receive instant support. The system uses automated speech recognition, contact reason detection, and language models to understand users and assist agents. The automated speech recognition system has been improved to reduce errors, and a contact reason detection model has been developed to identify the intent behind a caller's query. A help article retrieval system provides relevant information to users, and a paraphrasing model ensures users understand the solution before being routed to an agent. The system has improved user satisfaction, reduced the need for human intervention, and provided a more intuitive voice support experience.