Plum Voice Blog

How AI Delivers Better IVR When you hear artificial intelligence (AI) and interactive voice response (IVR) in the same breath you may scratch your head and wonder, “how does that work?” Using an AI engine, like IBM’s Watson, with an IVR system creates smarter self-service applications and delivers better customer experiences. With IVR callers have two different ways to input… Read More

A Place for AI When most people hear Artificial Intelligence, they tend to think in terms of Hollywood and famous AI characters like HAL9000 and Skynet. Business applications of AI are nowhere near that sexy, but, on the bright side, that also means that our robotic overlords aren’t looming on the horizon just yet. The reality of AI at this… Read More

The Thing About Chargebacks Let’s be honest: there are several annoying processes that are part-and-parcel to the world of payment processing. Chargebacks are one of them. A chargeback is when a bank forces a company to refund a received payment. Granted, there are times when a chargeback is understandable, like with cases of fraud. But just because a chargeback is… Read More

Feature Blinders I was talking to a friend recently who was researching a new cloud platform for their work. It was a pretty typical discussion; she had looked at three different options and had a front runner. Now she was trying to figure out how to sell it the rest of her team. Naturally, the discussion moved toward product features… Read More

As the old adage goes, the customer is always right. For Second To None, a customer experience research and analytics agency serving leading brands across North America, one of its clients wanted to add telephone surveys to their Voice of the Customer program. At the time, Second To None lacked a voice option for this type of survey and immediately… Read More

One of the challenges of being a leading, major insurance company (MIC) is that at a certain point you have so many customers that it becomes tricky to give them all the attention and service they need. This was precisely the state that one of Plum’s clients found itself in. The company wanted its agents to provide high-touch customer service… Read More

As a major healthcare payment processing company (MHPPC), IVR was not a new concept. In fact, MHPPC had a code-based IVR in place before switching to Plum. However, as the company added features to their IVR the code for their legacy IVR became virtually unmanageable. When developers are spending most of their time managing IVR code, it’s probably time to… Read More

“You are what you are and you ain’t what you ain’t” – Dear Abby, John Prine “Basic” Security Isn’t Enough When it comes to fraud prevention, this line from a John Prine song pretty much explains what it is fraud prevention technology tries to figure out. Preventing fraud over voice communications channels has its own challenges. Most companies have security… Read More

A leading mobile software company (MSC) in Canada uses Plum products to power their customer service offerings. As a company that offers an array of digital products with over 100 million users all over the globe, MSC needed a solution that had multi-language support. As a company that deals with digital products in its own right, MSC wanted a solution… Read More

One of Plum’s clients is a major payment aggregation (MPA) company based in Seattle, Washington. The company offers customers a platform to pay bills and manage important documents, securely, in one place. The problem that led MPA to Plum began with a client request. One of the company’s major clients offered the company exclusive handling of all their accounts–which would… Read More