Automated Self-Service Script
Agent-Assisted Live Dialog
You are a new customer of Monument Cable. An engineer is scheduled to come to your home and set everything up. Monument notifies you of the upcoming appointment to make sure you’re at home.
Tap the new message notification
The text message is more than a mere notification or reminder. It invites you to respond and engage in a conversation to ensure you’re at home for the installation.
The system can process responses in plain English (and many more languages) using Natural Language Understanding.
You signal to Monument that the appointment will need to change.
The interaction is fully automated but looks and feels like a conversation with a person. The responses from Monument come within seconds.
This is Interactive Text Response (ITR).
After a short on-the-spot interaction, you have rescheduled your onsite installation appointment.
As you could see, we turned Messaging into the central hub for the customer experience. Without the burden of learning new user interface and the customer was able to change appointment.
That’s the power of CX 2020.
This concludes this portion of the demonstration. To restart, please press the Home button.