Evolving Customer Self-Service - From Modern IVR to Digital Self-Service

‘Let me do it’ consumers want to get things done at their convenience – dictating the ‘when, where and how’ of communicating with organisations.

Give consumers the power of personalised, continuous, context-aware dialogues across channels (IVR, Messaging/Chatbot, Mobile, Web) and interactions (informational and transactional), even when moving from self-service to live agent assistance.

Modern IVR Systems

A Modern IVR experience your callers will love, enriched with caller intent prediction, context continuity, and artificially intelligent adaption to caller behaviour for a more “human” IVR experience.

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 centre – digital self-service omni-channel experiences that leverage the latest generation of natural language understanding technologies and smartphone capabilities.

It is time to rethink self-service, to 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 Amazon Echo to a host of digital self-services options, from Facebook Messenger and automated chatbots to special-purpose disposable web apps.

Reimagine self-service employing:

  • State-of-the-art text and speech recognition, fueled by natural language understanding technology.
  • Dynamic personalisation that presents menu options based on likely user intent – such as enquiring about a recently placed online order.
  • Harmonious integration with the contact centre 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, examples include:

Finance

  • Bill pay
  • Balance check
  • Money transfer
  • Appointment scheduling
  • Credit/loan status updates
  • Fraud alerts
  • Branch locator
 

Healthcare

  • Appointment scheduling
  • Prescription reminders
  • Clinic locator
  • Bill pay
  • Patient engagement
  • Surveys
  • Claims management
 

Utilities

  • Payments
  • Appointment scheduling
  • Outage alerts
  • Start/Stop service
  • Address change
  • Field service
  • Education
  • Surveys
 

Retail

  • 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
  • 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?
Analyse and Optimise - How?

Aspect Via Customer Engagement Center

Aspect Via is a comprehensive Customer Engagement Centre in the cloud, including contact centre, workforce optimisation, and self-service capabilities. One UI to manage your entire customer engagement.

Aspect® CXP Pro

Aspect CXP makes it easy to design, implement, deploy, manage, and analyse 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 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, utilise 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 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.