Technology Archives

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

Artificial Intelligence, Technology / By Jason Myers

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 …

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5 Artificial Intelligence Myths Busted

Artificial Intelligence, Business, Technology / By Jason Myers

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 …

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Outsourcing or DIY? Find the Right IVR Development Approach

Business, IVR, Technology / By Jason Myers

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. …

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The Limitations of Automatic Speech Recognition & How to Combat Them

IVR, Speech Recognition, Technology, Telephony / By Jason Myers

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 …

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How to Get More From Your IVR with AI

Artificial Intelligence, Customer Service, IVR, Technology / By Jason Myers

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 …

Improving IVR with Artificial Intelligence

Artificial Intelligence, IVR, Speech Recognition, Technology / By Jason Myers

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 …

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Getting Buy-In: Don’t Forget The Developers

Cloud Computing, Technology / By Jason Myers

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 …

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How to Reduce the Risk of Fraud with IVR Security

IVR, Security, Technology / By Jason Myers

“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 …

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Case Study: Mobile Software Company Improves Customer Service with Plum IVR

Case Study, Customer Service, Plum Fuse, Technology / By Jason Myers

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 …

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

Business, IVR, Omnichannel, Technology / By Jason Myers

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 …

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