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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

What really sets this solution apart from other virtual assistance tools is the ability to identify more complex tasks which require assistance. Via the skills based routing engine, the system will deliver these to the most appropriately skilled expert to deal with them.

Customers using websites or mobile devices can engage in real time conversations. Where requests are escalated to live agents, they are equipped to provide immediate and personalised responses via their desktop, which will be populated with all customer history and related interactions regardless of the channel.

From a customer’s perspective, not only do they receive an immediate response but also clarification questions can be asked to ensure the human touch is retained within the Customer Experience. Meanwhile from a business perspective, the contact centre is relieved of a high volume of simple, repetitive requests and agents can focus on customers requiring more complex resolutions.

What really sets intelligentResponse apart from previous text automation, is that it can be set up and configured to respond to and process several types of text interactions in a matter of hours. Offering a simple editor, the system enables contact centre staff to configure and modify the way in which interactions are responded to, while also initiating 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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SUCCESS STORIES »

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 »

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
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LATEST NEWS »

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