Cloud, Premises, Hosted, Hybrid
Asia Pacific, Europe, Latin America, North America
Might require local partner for SMS delivery. Please consult with Aspect Sales for more information.
- Requires Voxeo CXP for management of application logic
- Aspect SMS
- SMS Hub for Aspect Unified IP
Aspect® Text Self-Service™ gives customers a multi-lingual, natural language, self-service interface using 2-way SMS or USSD text applications, also referred to as Interactive Text Response, with agent backup where needed.
Aspect Text Self-Service gives customers a natural language, self-service interface using 2-way SMS text applications. The customer can receive a proactive text message if a business rule requires customer outreach, or they can initiate a conversation themselves by sending a text.
If the customer needs live service, the conversation can be seamlessly routed to a representative, continuing the conversation on SMS or taking it to the phone channel. This moves activities like confirming appointments or checking the status of an order away from the phone channel, towards the cheaper and more convenient text channel.
Typical dialogue flow of a Social Self-Service interaction