Plum Voice Launches Plum Chat

Boston, MA - December 12, 2022

Plum Voice has launched Plum Chat to enhance its selection of voice automation tools. Plum Chat is a chatbot tool that enables customers to communicate, self-service, self-heal and obtain support in their preferred communication channels - WhatsApp Business, Facebook Messenger, Instagram DM and Twitter DM. Plum chat offers IVA and Chat Desk options to fit business needs.

Intelligent Virtual Agents (IVAs) feature omni-channel services that can facilitate self-service, self-healing, digital fulfillment, conversational commerce and support between a business and its customers. It has fully customizable user intents and flows that easily integrate into any system with an API. The IVAs fully support all types of media and channel feature experiences. They can easily integrate into AI platforms for natural-language understanding (NLU) and Natural language processing (NLP) and work with RPA technologies to augment the user experience.

Chat Desk is an enterprise grade chat-based contact center solution that scales functions and features to the client’s specific size and requirements. It comes with a comprehensive permission set to configure and manage different resources and feature accessibility. It has a powerful chat interface with advanced time saving features such as speech-to-text, personalized canned messages and the ability to bring in colleagues, specialists and managers in side-bar conversations or group chats to facilitate collaborative conversations. Chats can be transferred to other users or departments with the ability to break-out audio, video and telephony-based support. Chat Desk is complete with a comprehensive reporting interface that includes general service metrics, surveys and results, categorization of chats and a searchable chat list history.

“Plum Voice is pleased to expand into other voice automation products, like chatbots, to help each of our customers build their unique solution. Now, customers can access and utilize user-friendly tools for IVR, conversational AI and chatbots all on our secure platform. We are taking the guesswork out of integrating automation in a contact center setting and making it easy to implement through APIs.” said Matt Ervin, Plum Voice CEO.