Example: Tommy Hilfiger’s Gigi Hadid chatbot acts as a virtual style assistant, driving up brand engagement by 350%. Read more.
HOW DO CHATBOTS WORK? The world of customer engagement, we see two types of chatbots: the Visual IVR Chatbot and the Conversational Chatbot.
Visual IVR Chatbots have a defined set of questions and answers. Customers navigate through sets of menu options to find the information they need (see video, above).
Conversational Chatbots are powered by AI engines which analyze free-form customer inquiries and respond accordingly, following a conversational style (see video, above).
NLP-POWERED SOCIAL MEDIA
ITC’s natural language processing (NLP) gathers leads while filtering out irrelevant posts, maximizing your team’s productivity.
How does it work? ITC works with your company to determine a set of key terms. ITC’s algorithm then scours social media for these terms, while discarding irrelevant posts.
Speed and efficacy. Your agents are only presented with high-value engagement opportunities, allowing them to quickly reach out to consumers for sales and retention purposes – before it’s too late.
Proven results. Since 2014, various enterprise-level companies have benefited from ITC’s NLP-powered social media. Example: Thanks to NLP-based efficiency gains, one of ITC’s clients was able to reduce staffing by 30% while doubling interactions with customers.
NLP-POWERED SOCIAL SALES
Skills-Based Routing – powered by NLP
ITC uses Natural Language Processing to analyse your customers’ incoming messages and send them to the most appropriate agent for engagement.
How does it work? ITC’s proprietary text analytics can categorize messages by type (ex. sales, service, technical support), by region/language, or by other customized classifications. These categorized messages are sent to agents having expertise in these specific areas.
Efficiency and quality. Agents can focus on messages pertaining to their specialization areas, ensuring speedy, knowledgeable, and high-quality responses.