Speech Technology Magazine

 

PlumVoice Launches AI-Powered IVR

Plum's AI-powered IVR applications use conversational natural language processing to understand caller intent.
Posted Dec 12, 2017
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Plum Voice, a communications platform as a service (cPaaS) provider, has released several artificial intelligence applications for interactive voice response (IVR) that support conversational dialogues and interpret customer intent.

Using conversational dialogues and natural language processing to determine caller intent in real time, Plum's AI-powered IVR applications can direct callers to the right self-service application or agent to resolve their specific issues.

"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's chief technology officer, Matt Jones, in a statement.

"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 in a statement.


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