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Interactive Text Response Showcase - Bots for your Customer Service


Presented By: Aspect

Presented by Tobias Goebel, Director Emerging Technologies, Aspect

May 25, 2016. Sign in to listen to the recording.

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About the Webcast

With the release of Facebook’s bot platform for Messenger, businesses are struggling to understand what these “text bots” can do and where they fit in a broader customer engagement strategy. In this session, we’ll introduce the concept of Interactive Text Response (ITR) as a natural evolution of IVR, and will show various use cases of the technology for customer service, and how it fits into the contact center. Additionally, we’ll share first findings of deployed bots and their adoption through customers.

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About the Presenters

Tobias Goebel, Director Emerging Technologies, Aspect

Tobias has over 10 years of experience in the IVR, self-service and contact center industry with roles spanning engineering, consulting, sales engineering, program and product management. As part of Aspect's product management and marketing team today, he works on defining the future of the mobile customer experience, which will incorporate channels such as mobile apps, text, voice, chat, social. He is a frequent speaker and blogger on topics around customer service and the general SoLoMoClo (Social, Local, Mobile, Cloud) trend. Tobias holds degrees in Computational Linguistics, Phonetics, and Computer Science from the universities of Bonn, Germany and Edinburgh, UK.