Aspect Software, a cloud provider of fully integrated consumer engagement, workforce optimization, and back-office solutions, has launched Aspect CXP 17, the latest iteration of CXP which introduces major improvements in Natural Language Understanding (NLU) capabilities that make it easier to build and maintain customer service chatbots and self-service solutions, the company said.
The 2016 Aspect Consumer Experience Index found that 65 percent of consumers feel good about both the company and themselves when they are able to answer a question or solve a problem without having to talk to a live person.
And a new Aspect survey of customer service agents, to be released next month, found 63% of customer service agents said when chatbots or other automated self-service mediums take mundane questions away from them, allowing them to respond to the more complex situations, the agents feel that they are more in touch with their customers.
CXP modernizes the self-service experience by enabling things like maintaining the context of interactions when moving between channels, making self-service engagement more user-friendly while still saving enterprises cost through smart automation.
Aspect helps enterprises break down the walls between people, processes, systems and data sources, allowing organizations to unite around the customer journey. By developing fully native interaction management, workforce optimization and self-service capabilities within a single customer engagement center, we enable dynamic, conversational interactions and create a truly frictionless omni-channel customer experience. Leveraging the agility of our worldwide cloud infrastructure and over 40 years of industry ingenuity, Aspect conveniently and easily connects questions to answers while helping enterprises keep service levels high and operational costs contained.