intelligentResponse - using the latest text analytics for blending automated and assisted response
shared by mplsystems on Oct 20
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intelligentResponse addresses the problem of how to handle increasing volumes of text based customer enquiries including email, messaging and social, by intelligently blending automated and assisted r...
esponse.
With the increase in non-voice communication methods, contact centres are dealing with a rapidly increasing number of text based enquiries, both real-time such as messaging and non-real time including email and social media.
As a result, agents are now having to spend much more time responding to these text enquiries alongside existing voice based channels, which is proving both complex and time consuming.
To address this challenge and enable significant improvement of contact centre efficiency, mplsystems have developed intelligentResponse which filters out simple interactions suitable for automated response, routing more complex customer enquiries to the right agent & contextualising so they can be dealt with more efficiently.
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