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virtual agents for call centers

Why Choose Virtual Agents For Call Centers?

Any call center seeking to improve customer experience, cut costs and/or optimize their technology would be remiss in not considering an intelligent virtual agent (IVA). IVAs provide a modern, secure way to conduct business by combining artificial intelligence (AI) with natural language processing (NLP). Put another way: instead of leading callers through a menu, they …

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Top Reasons To Consider A Virtual Agent for Customer Service

Top Reasons To Consider A Virtual Agent for Customer Service

It’s no secret that Artificial Intelligence (AI) has infiltrated many aspects of today’s business world, and customer service is no exception. With the help of AI and Natural Language Processing (NLP), businesses can now operate more reliably, accurately and efficiently. One of the top tools for companies has been intelligent virtual agents (IVA), which is …

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Chatbots and Virtual AI

Chatbots and Virtual Assistants: How to Choose the Right Conversational Platform

Today, conversational platforms are used by developers to build conversational user interfaces, chatbots and virtual assistants for integration into messaging platforms, social media, SMS, website chat.  When choosing a conversational platform it’s important to ask what kind of experience do you want a conversational platform to create for your customers? And what is a better fit, a …

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IVR for Healthcare

Balance Patient Convenience and Payment Security

The Health Insurance Portability and Accountability Act (HIPAA) mandates that healthcare organizations take the protection of personal medical information seriously, but equally important is the protection of patients’ financial data. However, many medical practices are adverse to accepting patient bill payments through the contact center due to stringent compliance and information security specifications set forth …

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Modernized IVR Software for Insurance Companies

5 Easy Ways Modernized IVR Software Is Used for Insurance Companies

From obtaining quotes, filing claims, or paying bills, insurance customers have no shortage of critical tasks that require contacting their providers.  Insurance companies can modernize their IVR software by automating processes that surprisingly are not typical self-service options that one would expect. Here are 5 ways insurance companies are leveraging IVR software to their advantage: 1- …

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Healthcare Patient Experience

Plum Fuse Improves Healthcare Patient Experience Through IVR Interaction

A health center’s ability to deliver world-class care is largely dependent upon effective patient communication—from confirming appointments and reporting test results to obtaining feedback and collecting payments. According to Forrester, approximately 79 percent of customers would rather self-serve than use human-assisted support channels. A major obstacle, however, is the varying degree of comfort and willingness …

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Banking in the Cloud

For The Best Cloud-Based IVR for Call Centers, Look For This

Finding the best cloud-based IVR for call centers can be a daunting task when you’re looking for something that’s not only easy to use but provides true value to your organization. This is commonly measured by how much the tool will both improve customer experience and increase workforce efficiency. While those are the big ones, …

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