Organisations are faced with an ever increasing amount of messages about their brands, products and services. Technology provider ITyX now analyses incoming twitter news using AI (Artificial Intelligence) methodologies, processes and then integrates them in the multi-channel customer communication.
One of the leading experts in the analysis of all types of text based communication (email, internet, whitemail, fax, documents, SMS), ITyX has now integrated the processing of tweets in its Enterprise Response Solution Mediatrix.
The sheer scale of today’s online communication makes it difficult for brand owners and customer service centres to separate the ‘wheat from the chaff’. An intelligent and self-learning solution, Mediatrix continuously gains knowledge and tracks the responses of both the service centre and customer. This technology allows organisations to now take full advantage of important new communication channels such as social media and engage directly and pro-actively with particular target audiences.
Mediatrix receives for example Twitter-API tweets about an organisation, its brands, products or services. It then analyses and categorises the content text and routes the message at the best time to available customer service staff. Twitter customers then receive within seconds a contact from the brand owner, using defined response suggestions.
The responses are logged in a user history. Andreas Klug, director at ITyX, explains: “The tweet connects the real time character of an online chat with the commodity of an email”.
ITyX has just demonstrated their product portfolio, which also include email response management, self service, a digital mailroom, web chat and co-browsing at the UK’s leading event – Call Centre and Customer Management Expo in Birmingham.
