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

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

5 Artificial Intelligence Myths Busted

Artificial Intelligence (AI) is one of the hottest things in the tech world these days. But, as is often the case, the hype around AI can result in misinformation and confusion. When investing in a powerful technology like AI, you want to ensure that you know exactly what you’re getting and how you’re going to use it. Here are five… Read More

Outsourcing or DIY? Find the Right IVR Development Approach

  When it comes to development philosophy, businesses have a lot of different choices. And yet, it seems that no matter what a company chooses to do, development often comes down to building it yourself or paying someone else to do it. As a company that offers development platforms, we see all kinds of development scenarios. Based on our years… 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

No Time For Guess Work – Defining ‘Complex Processes’ For IVR

The other day I was looking at my bank account on my bank’s mobile app. I noticed an odd transaction and immediately called the bank to figure out what was going on. I entered my account number and phone PIN, and at that point, the IVR told me something along the lines of, “I see you were just looking at… Read More

Everything You Need To Know About IVR Containment Rates

What do you think of when you hear ‘cost savings’? Is it a corporate mascot skiing down a pile of money like Scrooge McDuck? One can only hope… Cost savings is one of the major reasons why companies turn to automation and self-service. Computers can multi-task a lot better than people, so it just makes sense to automate common processes… Read More

Is DIY Right For You? The Case Of Voice Applications

The do-it-yourself mindset is by no means a new one. Before the uptick in commercials encouraging homeowners to DIY and the prevalence of HGTV shows dedicated to a given room in the house, Bob Vila ruled the DIY world on “This Old House.” As any DIYer will tell you, not all projects are created equally. Sometimes if you have the… Read More

Business Logic & Automated Voice Apps: An Introduction

Here at Plum we take user experience very seriously. That’s why we want to help companies that automate phone calls to provide not only great user experiences, but a solution that’s easy to manage as well. Because if your voice applications are easy to manage there is a lot less potential for disruptions in service or errors in the user… Read More

Case Study: When A 400% Increase In Payment Processing Doesn’t Affect Efficiency

Growth is a great thing for any business. But growth that doesn’t bring with it a parallel increase in overhead? Well that can’t be beat! Payment Service Network, a company that handles the remittance process for a wide array of companies, hit a major period of growth. Their process for taking customer inquiries and payments was a manual one, and… Read More

How Credit Card Transactions Work: A Tutorial

One of many famous scenes in the mockumentary This Is Spinal Tap occurs when the band is trying to get from their dressing room to the stage and they end up getting lost in the hallways and corridors of the venue. If you’ve ever wondered what happens after someone swipes a credit card—how, exactly, does the payments process work?—then chances are you’d… Read More