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Platform
Mobile
Deployment Model
Cloud, Premises, Hosted
Industry
Retail Banking, Mortgage Lending, Brokerage Industry, Insurance, Healthcare Providers, Healthcare Payers, Retail, Utilities, Outsourcers, Mobile Providers, Telecommunications, Transportation, Travel and Hospitality, Education, Government
Business Usage
Customer service, Marketing
Region
North America
Geographic Availability
Currently available in North America

Product/Services Needed

- Aspect CXP with SMS Gateway connectivity

- Aspect Natural Language Understanding (optional)

Created By
Aspect

Allow your customers to access answers to Frequently Asked Questions (FAQs) via what is increasingly their channel of choice: Text (SMS, Twitter, Facebook). Take the valuable information you have on your web site and IVR channels and provide it with the immediacy of SMS.


Imagine a scenario where your customer calls into your center only to be informed that you are closed for the day and they just had some general questions they wanted answered. Why not send them a text allowing them to interact with a FAQ Chatbot that can help them now and do it through SMS, Twitter or Facebook Messenger? This is an easy way to start interacting with your customers via these other channels to provide useful information and to collect data over time to find out what your customers really want to know.

Your administrators have complete control over the content available through this Chatbot using the simple and efficient Business User interface (BUI). This includes the questions that are recognized and the answers that are sent. They can even leverage the basics of NLU (Natural Language Understanding) to increase the Chatbot’s intelligence. Other features include options for handling multiple matching responses and how they are presented to the customer, offering of suggestions to help guide the customer to known questions and a variety of other usability features.

SMS FAQ Example Interaction

SMS FAQ Configuration Example

SMS FAQ Configuration Example 2

For even more complex systems leveraging the complete capabilities of NLU, Aspect Professional Services is always available to take your SMS FAQ Chatbot to the next level of intelligence and customer satisfaction. Ask your Account Executive about this today.

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Get More Information

North America Interaction management Mobile Cloud, Premises, Hosted Retail Banking, Mortgage Lending, Brokerage Industry, Insurance, Healthcare Providers, Healthcare Payers, Retail, Utilities, Outsourcers, Mobile Providers, Telecommunications, Transportation, Travel and Hospitality, Education, Government Customer service, Marketing