Chatbots & Self-Service
Chatbots, Digital Self-service and Real Time Virtual Assistance
We offer a range of digital and voice self-service options using conversational chatbots, knowledge bases and dynamics FAQs. Messaging and voice automation is achieved through a pioneering natural language processing module.
The modern consumer expects rapid, professional customer service. If you don’t have a customer-focused self-service strategy, you risk falling behind, losing customer loyalty, and damaging your reputation.
Too many self-service options fail to deliver what customer need because they are conceived in isolation from the contact centre. Our technology solutions not only offer immediate self-service but also seamless handoff to agents, making available the complete context behind each interaction and all relevant customer data.
Watch this 1min example of how self-service software can deal with simple customer enquiries
Smart Search, Dynamic FAQs and Knowledge Base
Identify the top reasons why your customers contact your support team and make it simple to find the answers with dynamic FAQs or a knowledge base. It’s simple to add new articles and answers on websites, portals, apps, and social forums.
Automated text messaging and Mobile messaging apps
Send out appointment confirmation and reminders or go one step further and provide automated natural language processing of replies via chat and messaging apps. Immediate self-service and hand-off to agents can also be provided via social messaging channels such as Facebook messenger and WeChat.
Chatbots and virtual assistants
Chatbots and virtual assistants use natural language processing to automate two-way, multi-stage conversations and respond to a wide variety of customer requests. These solutions provide immediate answers to questions and queries. Automation of service tasks is possible via pre-defined business rules, such as account changes, returns, changing appointments times, etc. This can be combined with agent-assisted chat if the conversation becomes too complex, so the customer can be seamlessly transferred to a customer service advisor.
Automated Voice and conversational artificial intelligence
Interactive Voice Response, Text to Speech and Speech recognition technology are used to delivered conversational artificial intelligence. These automated voice solutions interpret, respond to and process customer requests. For example, calls to confirm engineer arrival times, request parts or change appointments are easily automated, relieving the front office of calls and providing immediate service. The solution includes a process design tool which enables supervisors to rapidly create and modify the rules for of each call type.
What really sets intelligentResponse apart is that it can be set up and conﬁgured to process several types of text interactions in a matter of hours. Offering a simple editor, the system enables contact centre staff to flexibly modify the way in which interactions are responded to and trigger workflow actions.
Features of mplsystems’ Digital Self-Service & Virtual Assistant:
- Provides chatbots and virtual assistance solutions as well as automated email, social media, chat and messaging
- Immediate, automated processing of simple requests such as; account changes; FAQ questions; opening hours; stock and status checks and distribution of forms
- Provides immediate answers from a knowledge base and triage and direct more complex requests
- Seamless escalation to agent-assisted service for complex requests
- Knowledgebase and self-service web portal solutions for online service
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intelligentResponse - Advanced NLP text analytics
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