Overview

Chatbots and Interactive Text Response (ITR)—Made For Delivering Customer Self-Service

Many customers now prefer SMS or Twitter customer service over voice – with channels like Facebook Messenger and other over-the-top (OTT) messaging providers rising in popularity. Customer service chatbots translate the value propositions of the well-known IVR to the modern digital self-service channels that consumers love.

Using the digital self-service capabilities that are a part of Aspect's CX Automated Agent solution, customers can now change appointment times without requiring a call center agent – or pay bills instantly upon a text notification without resorting to tedious web portals that require passwords. The result is cost savings, increased revenue, and more satisfied, loyal consumers. A major win-win for you and your customers.

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