Appointment Scheduling: Interactive Text Response

Appointment Scheduling: Interactive Text Response

This demonstration shows a true omni-channel customer experience for a cable company needing to schedule onsite installation. It highlights the power of texting for outbound notifications that turn into 2-way, conversational engagements, and contextual handover to live agents when needed.

The scenarios show the power of integrating data and delivering customer experience continuity across communication channels, including ITR (Interactive Text Response), disposable apps (mobile Web), and agent callback.

Industry: Cable/Utilities
Solution components: Aspect CXP • Aspect Natural Language Understanding
Capabilities: Interactive Text Response, Natural Language Understanding, SMS