Aspect Software, a leading provider of fully-integrated consumer engagement, workforce optimization, and self-service solutions, recently launched its Interactive Test Response (ITR) solution backed by Aspect's Natural Language Understanding (NLU) to deliver automated customer service with a personal touch. Also known as "chatbots," this "virtual assistant" technology provides the ability to interact with customers on messaging channels in a natural, conversational way.
The chatbots can engage consumers in a conversation to get more information when needed or complete multi-step transactions. And when agent assistance is needed, conversations can be transferred seamlessly with full contact center (call center software) integration and appropriate routing to the right agent without the consumer needing to repeat themselves.
Aspect's Chief Customer Officer Joe Gagnon introduces Aspect's "chatbots" - to help companies, including those with call center software, increase consumer interactions and satisfaction while helping consumers get their questions answered in a speedy and convenient way. Gagnon said: "Texting has always been universal and with the availability of various messaging applications, it has embedded itself in our daily lives as the preferred communication channel. We've recognized that intelligent, automated messaging has the potential to create highly engaging and interactive conversations for consumers. With Aspect's 'chatbots,' the brand interaction will now be simple, timely and quick, and customer engagement will be more intuitive."
Customer service evolves as technology changes the way businesses reach out to consumers. Companies, regardless of industries, are interacting with their most loyal customers on every channel available.
ITR provides a flexible platform for outbound notifications and reminders, with the power to transform the interaction in a two-way automated conversation, instead of the usual one-way notification. Customers can choose from SMS or Twitter customer service, even channels like Facebook Messenger and other over-the-top (OTT) messaging providers to send their requests and get immediate responses. The application uses Aspect's NLU interface that enables the natural conversational language rather than remembering cryptic commands. It is backed up with live assistance when needed.
"With the proliferation of mobile devices and connectivity, consumers have a digital-first mindset rather than making a phone call. We need to constantly keep up to their evolving demands. We want to share our vision for re-imagining customer service and extending it to our partners' customers. Aspect prides itself in developing next generation CX technology because we acknowledge the value of blending personal touch and automation," said Jagannath Narendran, Senior Vice President - Asia Pacific & Middle East, Aspect Software.
Aspect helps enterprises break down the walls between people, processes, systems and data sources, allowing organizations to unite around the customer journey. By developing interaction management, workforce optimization and self-service capabilities within a single customer engagement center, we enable dynamic interactions and create a truly frictionless omni-channel customer experience.