After a few days, you realize that you keep calling home, which will most likely cost you more than you had budgeted for your vacation. You decide to ask for your options – again using text messaging, a channel that is best suited for basic interactions as the data plan conversation has shown.

Prime Telecom doesn’t just use Interactive Text Response for outbound notifications. It lets customers send self-service inquiries at any time, 24/7. Prime Telecom makes sure it fits into your life.

The system can process responses in plain English (and many more languages) using Natural Language Understanding (NLU). It integrates with a knowledge base to answer common questions.

Furthermore, it integrates with Prime Telecom’s CRM and billing system and maintains context and transaction history – and thus knows that you are still abroad and are inquiring about international plans.

That’s what we call Experience Continuity.