MPLSystems has launched IntelligentResponse to help housing providers handle the increasing volume of incoming messages from the growth in web chats, social media, mobile apps and email. The software supports the blending of automated and assisted responses, resulting in up to 60 per cent of messages being handled automatically.
IntelligentResponse uses text analytics technologies to filter out standard, high-volume requests, such as council tax queries, waste and recycling queries, change of address details, and service update requests, so that they can be dealt with using standard, automated responses. At the same time, more complex enquiries can be routed to contact-centre agents with the most appropriate skills for resolution.
Paul White, CEO, MPLSystems, said, “Until now there’s been a reluctance among housing providers to open themselves up to direct messages from channels such as social media, mobile apps and web chat because they’ve often found it hard enough to keep up with handling emails from their tenants.
“While text-based channels such as email, web chat and social media now account for around 15 per cent of inbound interactions, their growth has been inhibited by a lack of responsiveness and the disproportionately high cost of processing them.”
Available either as a standalone system or as an additional service for existing users of MPLSystems’ IntelligentContact multi-channel contact centre technology, IntelligentResponse enables contact teams to handle higher volumes of tenant enquiries without increasing staffing levels and spend more time responding to more complex tenant enquiries.
White said, “A large proportion of tenant interactions are primarily concerned with relatively routine requests. With IntelligentResponse, we can help them automate the processing of around six out of ten of these standard text-based interactions. Many tenants would much prefer to conduct these types of interactions by email, web chat or SMS, rather that navigate through a self-service IVR or queue for an agent.”