Date: 12/13/2016, Phoenix, Arizona
- Automated, text-based, self-service capability to make it easier for Mesa residents to manage city services
- Chatbot will create a simple, faster way for customers to check balances, get payment history, make mobile payments, and easy access to general FAQs
- Aspect solution uses Natural Language Understanding (NLU) for more conversational automated self-service
Aspect Software, a global provider of fully-integrated consumer engagement, workforce optimization and self-service solutions, announced today that the City of Mesa, AZ, will deploy an automated, text-based consumer engagement solution leveraging Aspect’s award-winning CXP™ platform and natural language Interactive Text Response (ITR). The chatbot will give residents who are customers of the municipality’s city services basic account management, mobile bill payment, and faster answers to account and basic service questions.
The simple-to-use SMS-based solution addresses the larger consumer demand for more self-service and text-based engagement choices. Consumers are increasingly avoiding traditional voice calls as a primary channel for customer support, instead opting for a digital interaction with the organizations they engage with. In the 2016 Aspect Consumer Index research, over 71% of consumers said they want the ability to solve most issues by themselves and half (49%) said that if a company could get it right they would rather conduct all customer service interaction via text/messaging.
“Providing our citizens with new and more efficient ways to interact with the city exemplifies our commitment to enhancing how we connect with the community,” said City of Mesa Mayor John Giles. “We’re excited to roll out this innovative and easy to use option for our utility customers.”
Future plans for the city’s chatbot include bill reminders and service notifications.
“The chance to give the City of Mesa an engagement option to the city’s residents is a really exciting opportunity. An interactive, text-based solution can really change the way the city communicates and interacts with its citizens,” says Joe Gagnon, Aspect’s Chief Customer Strategy Officer. “Basic text interaction has the potential of becoming the simple and central entry point to the entire customer service organization for the city and we are thrilled to be able to provide the ability to deliver intelligent, automated, interactive text solutions that will help make this a reality.”
For more information about Aspect’s Interactive text response solution, visit http://www.aspect.com/solutions/self-service/mobile-self-service/interactive-text-response.
Aspect helps enterprises break down the walls between people, processes, systems and data sources, allowing organizations to unite around the customer journey. By developing fully native interaction management, workforce optimization and self-service capabilities within a single customer engagement center, we enable dynamic, conversational interactions and create a truly frictionless omni-channel customer experience. Leveraging the agility of our worldwide cloud infrastructure and over 40 years of industry ingenuity, Aspect conveniently and easily connects questions to answers while helping enterprises keep service levels high and operational costs contained. For more information, visit www.aspect.com.
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About City of Mesa
The City of Mesa’s estimated population is nearly 500,000 within an incorporated area of approximately 133 square miles. Total land area encompasses 182 square miles. The City ranks as the 38th most populous city in the United States, larger than the cities of Atlanta, Miami, St. Louis, Minneapolis, and Pittsburgh. Mesa is a favorite destination to thousands of visitors with more than 300 sun-filled days a year and average temperature of 72.6 degrees. The area’s economy is driven by four major industries healthcare, education, aerospace, and tourism. Mesa is home to two award-winning airports, Phoenix-Mesa Gateway Airport and Falcon Field Airport. For more information about the City of Mesa go to mesaaz.gov.
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