Evolving Customer Self-Service, from Modern IVR to Digital Self-Service

Consumers want to get things done at their convenience—dictating the "when, where and how" of communicating with organizations.

Consumers want the power of personalized, continuous, context-aware dialogs across all messaging channels and interactions—even when they’re moving from self-service to live agent assisted.

Modern IVR Systems

A modern IVR experience enriched with caller intent prediction, context continuity, and artificially intelligent adaption to caller behavior provides a more “human” IVR experience your customers will love.

Digital Self-Service

From AI-powered interactive text response solutions such as Facebook Messenger or SMS chatbots, to mobile solutions fully integrated with the contact center—digital, self-service omni-channel experiences that leverage the latest generation of natural language understanding (NLU) technologies and smartphone capabilities.

Rethink self-service. Reshape it from frustrating "press 1" IVR experiences to refreshingly easy and frictionless interactions that cross modern forms of interactive voice response like visual IVR and personal digital assistants to a host of digital self-services options, from Facebook Messenger and automated chatbots to special-purpose disposable web apps.

Reimagine self-service with:

  • State-of-the-art text and speech recognition, fueled by NLU technology.
  • Dynamic personalization that presents menu options based on likely user intent – such as inquiring about a recently placed online order, account balance, appointment details or travel reservations.
  • Smart integration with the contact center and the larger customer experience so agents don’t miss a beat when customers transfer to live assistance when needed.

Self-service can play a role in any industry. The demos below show examples from our Customer Experience Showcase. Aspect can help you with all of these use cases, and more.

Finance

 

Healthcare

 

Utilities

 

Retail

  • Promotions
  • Order status
  • Product availability
  • Gift card activation
  • Payments
  • Store locator
  • Loyalty cards
  • Surveys
 

Telecom

  • Service disruption communication
  • Roaming
  • Top up prepaid accounts
  • Postpaid account management
  • Contract renewal
  • Upgrades
  • Store locator
  • Field service
  • Surveys
 

Self-Service Delivers Powerful Business Benefits

Increase Customer Satisfaction - How?
Lower Customer Service Costs, Increase First Contact Resolution - How?
Streamline Business Processes - How?
Increase Customer Retention and Repeat Business - How?
Analyze and Optimize - How?

Aspect Via® Contact Center Platform

Aspect Via is a complete contact center platform that equips your enterprise with contact center interaction management, customer self-service and workforce management capabilities.

Aspect® CXP Pro

Aspect CXP makes it easy to design, implement, deploy, manage and analyze self-service applications across multiple communications channels like voice, mobile web and text (Facebook Messenger, Twitter, SMS, USSD). Design once, deploy everywhere.

 

Aspect® Prophecy

Aspect Prophecy is natively SIP and a 100% standards-based VoiceXML and CCXML platform for IVR and telephony applications.

 

“One of the greatest advantages to switching to Aspect CXP Pro is the back-end manageability. We now have a nimble environment where we can make changes and create and run new promotions without extensive development costs. These promotions have resulted in increased revenue for the state and improved player engagement.” - Joyce Mason, IT System Administrator, Idaho Lottery

What is Customer Self-Service?

Customer self-service includes any method a customer might take to resolve their own problem or access information before they reach out to a live agent. For example, a customer may search the company website for information, use a mobile app, call an IVR, utilize social media or try an automated SMS dialogue. Customers today are very self-sufficient due to the powerful mobile consumer technologies like smartphones and tablets that have become second-nature to them.

Self-service can be proactive as well as reactive—the power of predictive analytics makes it easier than ever before for companies to predict and anticipate when a customer might need to schedule an appointment, order a prescription refill or transfer funds, and initiate the customer interaction via IVR or text.