Plum Voice, the leading communications platform as a service (cPaaS) provider for the enterprise, announced new artificial intelligence applications for interactive voice response (IVR) that support conversational dialogs and interpret customer intent to address customer needs in a fast and efficient manner.
One of the most common problems that businesses face is understanding the intent behind why customers are calling. Many customer self-service solutions fail to provide a positive, streamlined customer experience. Because these solutions cannot anticipate customer intent, callers get trapped in an endless maze of options, resulting in frustration.
Using conversational dialogs and natural language processing to determine caller intent in real-time, Plum’s AI-powered IVR applications enable contact centers to reduce caller frustration. Based on a customer’s intent, Plum’s applications direct callers to the right self-service application or agent to resolve their specific issue, quickly and efficiently.
“Our new artificial intelligence initiative supports Plum’s broader mission of making customer self-service more user-friendly for callers, and more efficient for companies. With this new technology, apps built on our platform that leverage AI will be able to understand what customers want, in real-time, and quickly get them the assistance they need,” said Plum Voice CTO, Matt Jones.
AI also helps to streamline operations and customer self-service processes, enabling businesses to complete more transactions without agent intervention. This reduces agent call volumes, enabling them to provide high-touch service for more complex issues.
“AI is very complicated technology. But we’ve made it accessible to companies and optimized it for voice interactions. This provides enterprises of all sizes with a good entry point for getting started with AI,” said Plum Voice CEO Andy Kuan.
Anticipating and understanding caller intent and using that information to get them to the right solution delivers faster resolution times and improved customer engagement. AI-powered IVR applications ensure that callers get the information or help they need quickly and efficiently.