Innovation Exchange


< back
Platform
Mobile, Desktop, Browser-based
Deployment Model
Cloud, Premises, Hosted, Hybrid
Region
Asia Pacific, Europe, Latin America, North America
Geographic Availability
No regional restrictions

Product/Services Needed

- Aspect CXP

Optional
- LinguaSys NLUI Server for multi-lingual natural language understanding

Created By
Aspect

Aspect® Social Self-Service gives customers a multi-lingual, natural language, self-service interface on the Twitter channel with agent backup where needed.


Aspect Social Self-Service gives customers a natural language, self-service interface using Twitter. As a one-time step, the solution authenticates the customer via a security PIN communicated to their cell phone (automated SMS or phone call), after which the customer can engage in self-service dialogues on Twitter's private DM channel.

If the customer needs live service, the conversation can be seamlessly routed to a representative, continuing the conversation on Twitter 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 Twitter channel.

Typical dialog flow of a Social Self-Service interaction

Typical dialog flow of a Social Self-Service interaction

RELATED APPS

Get More Information

Asia Pacific, Global, Europe, Latin America, North America Interaction management Mobile, Desktop, Browser-based Cloud, Premises, Hosted, Hybrid