-Aspect's Interactive Text Response (ITR) based self-service transforms customer interaction with two-way dialogue
SINGAPORE & KUALA LUMPUR, Aug 25 (Bernama-BUSINESS WIRE) -- Aspect Software, a leading provider of fully-integrated consumer engagement, workforce optimization, and self-service solutions, recently launched its Interactive Text 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 integration and appropriate routing to the right agent without the consumer needing to repeat themselves.
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 integration and appropriate routing to the right agent without the consumer needing to repeat themselves.
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