Two-Way Texting
Respond with empathy using Conversational AI
Put two-way, AI-driven, automated conversations in the hands of customers and customer service teams to keep customers engaged and satisfied, and automate complex experiences.
- AI-powered automated two-way communications
- Secured with enterprise-grade compliance: HIPAA, GDRP, HITRUST etc.
- Automated to let customers self-service according to their needs
- Builds long-term relationships and loyalty
- Use cases like: appointment reminders/updates, cross-sell, and enrollment
Ushur for Two-Way Texting
Conversational Apps™ provides businesses to create and deploy conversational AI solutions for their customer engagement processes. The platform leverages advanced AI and machine learning technologies to create interactive and personalized conversations with customers, allowing businesses to engage with them in real-time and at scale.
Conversational Apps is omni-channel, allowing businesses to develop solutions that work across SMS, the Ushur Invisible App™, email and voice.
Optimize customer experiences to be responsive
While customer service reps handle only call at a time, automated two-way messaging lets customer service teams engage as many customers as they need
Complete forms
Gather critical information from customers in the channels they prefer instead of via static forms
Appointment scheduling
Offer customers the ease of texting to change their appointments and save agents the need to handle calls for rote tasks
Auto-Respond to FAQs
Customers don't need to filter through lengthy FAQs to get the essential information they need
Send Notifications
Reduce the expense of manually sending notifications and information to customers by automatically sending alerts
Capture missing data
Seamlessly reach your customers who are always on the move or do not have the time to speak with your customer support agents.
Secure and transparent
Two-way messaging securely gathers and distributes enterprise data
Account updates
Automate your form completion process, appointment scheduling, missing data collection, and so much more.
Analytics-Enabled
Optimize and improve customer experiences with campaign and user-level data
Case studies for Call Deflection
Transforming Claimant Engagement
Challenge
The insurance carrier experienced considerable delays in collecting dates from claimants that they needed to process their claims, and wanted to avoid claimants calling them for next steps. The carrier relied on contact center employees to manually call claimants to collect information and in some cases, send paper-based forms. Customer experience suffered with this manual process and each claim incurred considerable costs to service with the typical process requiring 6 attempts by phone. On average, it spanned a total of 3 weeks.
Solution
The Ushur Customer Experience Automation platform gave the carrier's employees the ability to design and manage customer experience campaigns rather than forcing them to depend on IT teams alone to automate the proactive journey. The Ushur flow builder and no-code capabilities enabled the carrier to automate the gathering of critical dates and to automatically update the claim in their backend systems.
Benefits of the Ushur Platform for Two-Way Texting
Texting Drives Digital Engagement Strategies with a Customer-First Mindset
Customers of all ages and varieties prefer engaging over SMS when interacting with enterprises. Supporting two-way messaging gives them access to self-service that email or voice alone doesn't support. Use conversational AI and process automation offer immediate support via two-way texting.
Respond naturally and automatically
Natural language dialogue and secure frameworks atop SMS help customers deliver intuitive automation, securely. Give customers the chance to speak or text as the need or want.
Integrate with your existing IVR technology
The Ushur no-code flowbuilder helps non-technical users set up workflows. Give customers personalized and immediate responses, and leverage pre-trained AI to identify intent and resolve questions.
Reach
Seamlessly reach your customers who are always on the move or do not have the time to speak with your customer support agents.
Convenience
Offer customers the ease and convenience of texting. Increase resolution rates, freeing up agent time to handle sensitive interactions.
Automate
Automate your form completion process, appointment scheduling, missing data collection, and so much more.
Eliminate
Eliminate repetitive administrative tasks as information is automatically ported to your backend systems.
FAQs
Do I already need to have an IVR system if I want to set up call deflection?
The Ushur Customer Experience Automation platform enables experiences across all channels and can help bring channels to customer experiences that solutions don't yet have them including voice.
How long does a call deflection implementation take?
Call deflection cases can vary in complexity and therefore the time it takes to implement. Unlike most digital transformation projects, however, the critical components that Ushur deploys are pre-built and then customized during deployment. As a result, voice-based modernization solutions deploy in weeks - not years.
What channels can I deflect calls to?
Ushur is an omni-channel solution designed to optimize customer experiences. The platform can deflect to SMS, email, Invisible App™, Invisible Portal™, and existing solutions already deployed at each client like traditional mobile apps.
How can call deflection actually improve a customer experience?
What most call centers get wrong is using call deflection as a replacement for engaging with customers, and therefore preventing customers from communicating in their preferred modes. Call deflection only actually improves customer experience when it's used to expand the opportunities and modes of engagement.
How does proactivity contribute to call deflection?
Customers tend to call in with similar questions to each other, and for fairly predictable pain points which customer service teams are already enabled to answer. For the questions that include topics like status, sometimes the best answer is the one given proactively. Ushur Customer Experience Automation capabilities make proactively sharing status easy so that customers never have to call a company in the first place.