Case Study: a major financial services company achieves 90% call automation with Plum Voice

Major Financial Services Company Uses Plum DEV to Control Initial Customer Interaction and Improve Automation Rates

a major financial services company worked with Plum Voice because it needed better control over incoming call flow and a more customized service response to improve the customer experience. Before the project, its existing automation approach did not adequately support high-value customers or fully use IVR, leaving agents to handle many routine calls that could have been automated. The company used Plum DEV and VoiceTrends to address these challenges.

Plum Voice helped the company build cloud-based IVR applications with dynamic call routing and automated customer interactions, while VoiceTrends provided analytics to continuously improve the system. The result was more than 90% of customer service calls handled through automation and less than 10% handled by live agents, along with improvements in NPS and CSAT. Plum Voice also helped the company reduce costs, improve customer experience, and stay flexible as its needs changed.