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Did you know that 80% of consumers have changed brands because of a poor customer experience, and nearly half will switch brands after just one negative customer interaction? At a time when consumer loyalty can flip with the click of a button, it’s never been more important to optimize your contact center metrics — particularly …

First Call Resolution 101: The Ultimate Guide Read More »

Use Cases In an industry as huge as healthcare, it’s no surprise that organizations rely heavily on their contact centers. And, even more than in other industries, callers typically need resolutions as fast as humanly possible. Or should I say… as fast as virtually possible. That’s where conversational AI can come in.  The first question that will come …

Examples of Conversational AI in Healthcare Read More »

Intelligent virtual agents (IVAs) are increasingly being used across teams to unlock hidden efficiency as well as deliver improved customer satisfaction and maintain security so you know your company’s data is safe. Utilizing artificial intelligence and natural language processing, virtual voice agents converse with customers for a seamless, hands-free experience. This combination of technologies, known …

How To Increase Efficiency With Digital Workforces Read More »

If you have had any recent experience with a call or contact center, you may have heard the term Intelligent Virtual Agent, or IVA for short. Intelligent Virtual Agents (IVAs) recreate the voice and chat capabilities that a live human agent has, but they do it in a more cost-efficient and consistent manner. IVA creates …

Intelligent Virtual Agents 101: The Basics Read More »

My favorite lip sync battle on Jimmy Fallon is Emma Stone performing “All I Do is Win”, by DJ Khaled. She is great, the song is great and it reminds me of a great tagline I hear myself saying to customers often, which is “our partnership is a win-win”. Plum Voice knows intelligent virtual agents …

How Companies ‘Win’ with Automation Read More »

Many business leaders have heard of a “bot” or a “chatbot” or a computer program that can interact with customers with little to no assistance. They’ve probably also used this technology when calling an airline or bank to get information or book a flight without ever talking to a live agent – and might even …

IVA vs. RPA Read More »

Automating recurring processes and tasks is one of the best options for improving the efficiency of your call centers. However, there is still hesitation around utilizing phone communications when it comes to collecting payments from clients or customers. The biggest concern is collecting payments safely while securing customers’ personal data.  Other concerns include helping customers …

Secure IVR Payments Read More »

Companies often want to compare options for in-house builds vs. outsourced solutions. Anyone selling products or services to enterprise customers has probably heard this conversation many times: Sales Person… “So, what do you think of our product?”  Prospect….” Well, we really are trying to decide if we use our developers to build out a product, or …

Making the Build vs. Buy Decision for Automated Conversational Voice Services and Solutions Read More »