BOOK A DEMO TODAY
0800 0931 474

Self-Service & Virtual Assistance

Enabling Real Time Conversations with Digital Self-Service & Virtual Assistance

Gartner predicts that the use of virtual customer assistants will jump 1,000% by 2020. Thus, businesses who fail to offer digital self-service will lose customers, as they will transition to a business who does.

mplsystems provide an advanced Virtual Assistance 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 via pre-defined business rules such as; account changes; refunds; password resets; distributing brochures and debt collections.

 

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:

  • Immediate, automated processing of simple requests such as; account changes; FAQ questions; opening hours; stock and status checks and distribution of forms.
  • Simple ‘Ask a Question’ options for websites and mobile devices, use advanced text analytics for real time conversations.
  • Extensive suite of Mobile Customer Service app templates, designed for simple integration into current contact centre processes.
  • Seamless escalation to agent assisted service for complex requests.
  • Knowledgebase and self-service web portal solutions for online service.
share this on facebook share this on twitter share this on linkedin share this on google plus share this via whatsapp
SUCCESS STORIES »

Secure online customer booking portal for Express Medicals
Read more »

Aviva integrate an online portal to manage initial order capture
Read more »

Studio Moderna integrate multi-channel contact centre solutions across 21 countries
Read more »

WHITE PAPERS »

Top 3 Self-Service Solutions for Field Service
Read more »

Social, Email and Chat Best Practice
Read more »

A Quick Gudie to Omni-Channel Customer Service
Read more »

A Best Practice Guide to: Self-Service & Automation
Read more »

VIDEOS »

intelligentResponse - Advanced NLP text analytics
Watch now »

LATEST NEWS »

Grouping Activities in the Contact Centre
21st September, 2017
Read more »

Are You Ready for the Connected Customer? Pt3
5th September, 2017
Read more »

Are You Ready for the Connected Customer? Pt2
31st August, 2017
Read more »

BOOK A DEMO »

If you'd like any more information, or to book a Self-Service & Virtual Assistance demo, please fill in your details below and we'll be in touch:

WHERE DID YOU HEAR ABOUT US?

Join our mailing list

  • 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 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 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 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 »