eGain,
a provider of cloud and on-site customer interaction software, announced that a
wireless network operator in the US has selected eGain Chatbot, a provider of
cloud and on-site customer interaction software for sales, marketing, and
service, to provide 24×7 web self-service in English and Spanish to subscribers
and prospective customers.

Subscribers
will be able to get answers to queries on mobile phone models, plans, billing,
product issues, and procedures by chatting with the bot. Designed to behave
like a human chat agent, the chatbot will interact with customers in an
engaging, conversational style, and escalate to live chat agents with full
context, when necessary.

This
eliminates the need for consumers to repeat information already shared with the
chatbot, while alerting the human chat agent to solutions or answers provided
by the chatbot that might not have worked for the subscriber. The chatbot’s
personality and interactions will reflect the operator’s brand.

“Chatbots
add a human face to self-service and make it useful and entertaining,”
said Ashu Roy, chairman and CEO of eGain.

“By
co-innovating with blue-chip companies in the communications sector, we look
forward to enabling unique customer interactions that are both delightful to
subscribers and profitable for the business,” Roy added.

By
Telecomlead.com Team
[email protected]