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Artificial Intelligence and Automation

ARTIFICIAL INTELLIGENCE BASED PROCESS AUTOMATION OF CUSTOMER SERVICE TASKS

We deliver a range of automated processing and self-service options for contact centres using artificial intelligence (AI), natural language processing (NLP) and robotic process automation (RPA).

Regardless of the customer’s communication channel, be it email, chat, social media, text or voice, our intelligentResponse module can be set up to interpret, respond to and process customer requests automatically.

Automate two way, multi-stage ‘natural’ conversations, authentication and other tasks via pre-defined business rules, such as account changes; refunds; password resets; distributing brochures; debt collections.

Our clients have decreased the volume of inbound emails requiring agent assistance by 30% by simply identifying and automating address and subscription changes.

Easy to use configurable workflow process tool.

Meanwhile, the module identifies more complex tasks where human input is required, and via the routing engine, delivers these to the most appropriately skilled person. The platform’s AI then identifies multiple streams of relevant contact and customer data and presents this to agents in one simple unified desktop view. This allows agents to respond faster and more accurately while delivering an enhanced experience.

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SUCCESS STORIES »

Aviva integrate an online portal to manage initial order capture
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Secure online customer booking portal for Express Medicals
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Studio Moderna integrate multi-channel contact centre solutions across 21 countries
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WHITE PAPERS »

How are Artificial Intelligence & Virtual Assistance Changing the Contact Centre?
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Social, Email and Chat Best Practice
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A Quick Gudie to Omni-Channel Customer Service
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A Best Practice Guide to: Self-Service & Automation
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BROCHURES »

intelligentResponse Data Sheet
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LATEST NEWS »

How Employee Experience Drives Customer Experience
21st May, 2018
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Future of Customer Service Report 2018 Published in The Times’ Supplement; Raconteur
10th May, 2018
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Infographic: How to measure your chatbot’s performance
23rd April, 2018
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  • mplsystems works with Aviva and their partners on the design and deployment of individually branded ‘customer experience’ portals

    Read More »

  • Gamestec

    The solution collapses the service desk, planning and dispatch functions into a single agent desktop enabling the contact centre to communicate directly with engineers’

    Read More »

  • mplsystems configured a solution to Studio Moderna’s exact requirements in social media, email and e-commerce contact handling

    Read More »

  • mplsystems implemented an advanced customer contact solution that was flexible enough to manage the large amounts of bookings across multiple sites

    Read More »

  • mplsystems technology enables automated scheduling of SSS UK’s field engineers, comprehensive service desk portal and an integrated mobile app

    Read More »

  • field service apps

    TCSJOHNHUXLEY selected a cloud-based field service management solution that integrated service desk, dynamic scheduling and mobile field service

    Read More »

  • mplsystems’ solution allows calls and web chat to be blended across all agents to remove previous inefficiencies and to improve client service levels

    Read More »

  • mplsystems works with Aviva and their partners on the design and deployment of individually branded ‘customer experience’ portals

    Read More »

  • Gamestec

    The solution collapses the service desk, planning and dispatch functions into a single agent desktop enabling the contact centre to communicate directly with engineers’

    Read More »

  • mplsystems configured a solution to Studio Moderna’s exact requirements in social media, email and e-commerce contact handling

    Read More »

  • mplsystems implemented an advanced customer contact solution that was flexible enough to manage the large amounts of bookings across multiple sites

    Read More »

  • mplsystems technology enables automated scheduling of SSS UK’s field engineers, comprehensive service desk portal and an integrated mobile app

    Read More »

  • field service apps

    TCSJOHNHUXLEY selected a cloud-based field service management solution that integrated service desk, dynamic scheduling and mobile field service

    Read More »

  • mplsystems’ solution allows calls and web chat to be blended across all agents to remove previous inefficiencies and to improve client service levels

    Read More »

  • mplsystems works with Aviva and their partners on the design and deployment of individually branded ‘customer experience’ portals

    Read More »

  • Gamestec

    The solution collapses the service desk, planning and dispatch functions into a single agent desktop enabling the contact centre to communicate directly with engineers’

    Read More »

  • mplsystems configured a solution to Studio Moderna’s exact requirements in social media, email and e-commerce contact handling

    Read More »

  • mplsystems implemented an advanced customer contact solution that was flexible enough to manage the large amounts of bookings across multiple sites

    Read More »

  • mplsystems technology enables automated scheduling of SSS UK’s field engineers, comprehensive service desk portal and an integrated mobile app

    Read More »

  • field service apps

    TCSJOHNHUXLEY selected a cloud-based field service management solution that integrated service desk, dynamic scheduling and mobile field service

    Read More »

  • mplsystems’ solution allows calls and web chat to be blended across all agents to remove previous inefficiencies and to improve client service levels

    Read More »