New Automated Response Solution

mplsystems has launched intelligentResponse.

The new automated response solution will help contact centres handle the anticipated flood of incoming text messages resulting from the growth in mobile apps, social media, webchat, email and Visual IVR channels – delivering service quality without increasing staff levels.

The solution allows organisations to blend both automated response and assisted response activities, taking advantage of the latest text-analytics technologies to filter out standard, higher volume interactions for automated response – while still routing more complex customer enquiries to those contact centre agents with the most appropriate skills for resolution.

mplsystems anticipates that a typical intelligentResponse deployment will enable organisations to handle around 60% of their incoming messages automatically – resulting in savings in contact centre costs.

With over 50% of calls into UK contact centres now coming from mobiles – and Generation Y consumers poised to outspend baby-boomers within the next two years – customer service organisations are increasingly concerned about how to handle the widely projected growth in customer text messaging.

The solution addresses these productivity concerns, taking advantage of the latest text-analytics technology to enable organisations – for the first time – to not only automate response to text channels but also process these requests through workflow actions.

It is also easy to set up, with organisations able to provide automated responses to their high volume emails and messages within just a few hours.

“Organisations in key market areas such as Retail, Financial Services, the Public Sector and General Service provision already recognise that a large proportion of their customer interactions are concerned with relatively routine requests,” said Paul White, CEO at mplsystems. “With intelligentResponse we can help organisations automate the processing of around six out of ten of these standard text-based interactions.”

For more information about mplsystems, visit their website.