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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 IFS-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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SUCCESS STORIES »

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

Top 3 Self-Service Solutions for Field Service
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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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VIDEOS »

intelligentResponse - Advanced NLP text analytics
Watch now »

LATEST NEWS »

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JOIN OUR MAILING LIST »
  • IFS-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 »

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

    Read More »

  • IFS-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

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

    Read More »

  • IFS-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 »

  • IFS-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 »

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

    Read More »

  • IFS-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

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

    Read More »

  • IFS-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 »

  • IFS-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 »

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

    Read More »

  • IFS-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

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

    Read More »

  • IFS-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 »