Plum Voice Blog

Stay up to date on the most relevant topics and developments in the world of automated communications with tips, tricks, and advice from Plum

Incentivizing Customer Behavior Change: Customer Self-Service Trumps Hidden Fees

Customers Don’t Like Hidden Fees A recent Gizmodo article highlighted the fact that some telecom companies charge customers high fees for paying their bills over the phone with a representative. Depending on the company, these fees ranged from $5 to $8 per transaction. With the large customer bases these companies have, those fees could result in millions of dollars in extra… Read More

Making Natural Language Processing Feasible with Artificial Intelligence

In a past post, we discussed the technological and the financial challenges that go hand-in-hand with developing natural language processing (NLP) applications. While these challenges remain relevant, more recent developments mean it’s easier and less expensive to incorporate natural language processing into your voice channels. Thanks to artificial intelligence (AI), companies can manage NLP apps more easily and for far… Read More

AI is as AI Does: Managing Expectations When Buying Artificial Intelligence Technology

Expectations are a funny thing. In this space, we talk a lot about customer experiences because expectations often play a big role in that area. Some industries are known for atrocious customer service. These negative experiences have created an expectation of poor service from providers in that industry. These views can be so entrenched that when a customer has a… Read More

IVR That Saves $5M per Month

Automation has a lot of benefits, like faster, more efficient customer service, increasing customer satisfaction, and improving customer experiences. It can also save companies a lot of money. For some companies ‘a lot’ of money is A LOT. See how one of Plum’s clients used IVR to take cost savings to new heights, and reaped additional benefits along the way…. Read More

Why Not All IVR Software Is Created Equal

The Cost of Poor Call Containment For folks in the IVR world, the goal is to keep as many calls contained in the IVR as possible. This is known the as call containment or the automation rate. The higher the percentage of calls contained in the IVR the fewer calls agents have to field. Unfortunately, legacy IVRs don’t do well… Read More

How to Get More From Your IVR with Artificial Intelligence

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