69% of consumers would happily engage with a bot if it improved their customer experience.
Building automation through smart and intuitive bots enables greater operational efficiency. OutPLEX touts a successful history of creating bots for our clients that result in nearly two-thirds of inquiries contained by automation. OutPLEX partners with the leading technology platforms to develop and implement effective bots that are optimized to drive superior customer experiences and higher digital containment.
Discover more about our wide range of services, including digital messaging automation/bot service.
What Is AI Bot Messaging Automation?
Automation uses an artificial intelligence system that streamlines customer service.
Messaging automation is the modernization of AI Bots (often called chatbots). Automation uses an artificial intelligence system that streamlines customer service. When OutPLEX applies messaging automation solutions, we use conversational AI bots that can interact with customers and answer most FAQs and simple queries. They are programmed to recognize and respond to keywords and phrases, all with the goal of creating a seamless and natural conversational experience that does not require interference from a live, human agent. This defines containment, and containment drives down costs.
Unlike voice-based conversational AI, this type of automation enables you to reach customers via SMS, direct messaging, and other text-based platforms that your customers prefer using.
When a customer tries to contact you with an information request via digital messaging, the automated system can:
- Proactively suggest popular topics before the customer has typed in their question
- Determine why the customer is messaging your business based on programmed keywords
- Answer the question directly or divert the customer to a resource that contains the information they need
- Carry integrated messaging that works with other channels and remains consistent across all channels
- Improve and increase customer engagement
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How Bot Services Can Revolutionize Your Business
Customers appreciate businesses that put their needs first and allow them to get fast, flexible, effortless help through channels they are already accustomed to using. By outsourcing your CX needs to OutPLEX, your business could see an improvement across a variety of metrics and KPIs, including:
- Customer satisfaction, retention, and long-term loyalty
- Decreased labor costs (average of 40% savings)
- Number and quality of customer interactions
- Automation services that can streamline CX, allowing you to help more customers on first contact
- Involved partners who will work with you to determine the right set of solutions and get those solutions up and running quickly
- Bot technology that learns over time, becoming more efficient and capable of solving a wider range of customer queries without the need for a live agent to step in
- A greater number of resources to invest in your core business since automation by can save you up to 40% on operational costs