Ruchika is now used to interacting with Monument Deal’s Interactive Text Response system and leverages the SMS channel to ask a question about her order.

 

SMS is not only a great channel for outbound communication, but due to its 24/7 availability, the fast responses, and the ability to interact in plain English can also answer inbound questions that otherwise might have led to expensive phone calls.

CONTINUE

The system is connected with the shipment company’s backend system to retrieve possible delivery options. In this case, Ruchika’s request is respected and the new delivery time is confirmed.

CONTINUE

Ruchika has received her order and tries on her shoes. Unfortunately, she picked the wrong size; she will have to return the item.

 

She turns to her favorite communication channel, SMS, to report her problem to Monument Deal.

 

The Natural Language Understanding (NLU) component understands not only her intent to return an item, but also the reason for the return.

CONTINUE

Setting up the pickup requires various steps. Monument Deal makes it easy for their customers by leading them to a dedicated disposable app that takes care of it.

Click link embedded in message

Once more, the disposable app lets her engage right on the spot, not wasting any of her time with navigation or authentication.

 

Ruchika picks a date and time that suits her, and confirms.

CONTINUE

A day after the package has been picked up, Monument Deal sends Ruchika a final text message asking for some feedback.

 

Again, using Natural Language Understanding (NLU), the system can analyze the customers’ responses, extract sentiment, and summarize the findings to management.

 

If the sentiment is positive, the system can ask the customer to tweet about their experience. Otherwise, it can offer to get called back by a recovery agent.

 

Ruchika is quite happy with her experience, and decides to tweet about it.

CONTINUE

Needless to say, the positive sentiment shared with all her friends can lead to further business for Monument Deal.

 

Since Interactive Text Response (ITR) and NLU are not confined to SMS, Monument Deal can detect the positive tweet about their customer experience and offer Ruchika a voucher through the private DM (Direct Message) channel of Twitter.

This concludes our demonstration. To see it again, press the home button. Or return to the Retail Experience Pre- And Post Sale page

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A few days later