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

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

The Limitations of Speech Rec & How to Combat Them

Automatic Speech Recognition (ASR) is pretty cool technology. Simply say something and a machine will do what you ask it to do. Usually. When an ASR grammar is tuned properly and the call conditions are good, ASR works really well. Unpacking that last sentence should help you understand a bit more about ASR, how it works, and how to recognize… 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

Improving IVR with Artificial Intelligence

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

How to Reduce the Risk of Fraud with Your IVR

“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

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

Solving the Alpha-Numeric Quandary for IVR

One of the best features of the telephone is its simplicity. You have ten digits to work with (plus the star and pound keys) and pretty much anyone over the age of four can make sense of basic phone concepts. While those ten digits make phone interactions simple, they also make it difficult to enter letter-based data. Sure, most of… Read More

Simplify IVR Development Using Visualization

Computer programming isn’t for everyone. And you know what? That’s ok. Traditional Computer Programming There are a number of inherent challenges with writing code that even the best developers would agree with. One is the linear nature of writing code. Some of this is governed by syntax, but at the same time, it can be a challenge to effectively juggle… Read More

3 Ways To Boost Your IVR Containment Rate Without Touching Your IVR

The true test of how effective your IVR solution is often lies in the containment rate. This corresponds to how many callers use, or are contained within, the IVR from the entirety of their transaction. That means not abandoning the IVR to speak to a live agent. Now IVR technology is a huge boon to payment processing. It gives people… Read More