Self-Service & Virtual Assistance
Enabling Real Time Conversations with Digital Self-Service & Virtual Assistance
Analysts predict that over the coming years the use of virtual customer assistant and chat bots will increase rapidly, automating simple customer requests. mplsystems provide an advanced Virtual Assistance or chatbot solution for online and mobile customers, based in the Natural Language Processing (NLP) module, intelligentResponse. The module will not only provide answers to a variety of questions and enable two way, multi-stage automated conversations but will also process Customer Service tasks automatically, using robotic process automation such as; account changes; refunds; password resets; distributing brochures and debt collections. The module can be used to triage customer support issues and then communicate a self-service solution or intelligently route to the most appropriate customer service advisor to resolve the issue.
Watch this 1min example of how self-service software can deal with simple customer enquiries