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Tag Archives: Aspect Software

How We Built the Wine Bot Margot for Lidl

The following is a guest blog by Tobias Goebel, Director of Emerging Technologies at Aspect. For more information on Aspect, visit their website. 

It was mid-July 2017 when I got an email from a sales colleague about a potential chatbot opportunity with a short window to respond. The prospective customer was the UK branch of supermarket chain Lidl. The Lidl digital marketing director and his team had already looked at a variety of vendors and were ready to make a selection, but they were still open to listening to us. It was a long shot, we thought, but we still wanted to give it our best effort.

Fast forward 5 months, and we’re seeing tweets like this from the Daily Mail and The Sun:

Wow, what had happened? Well, a fantastic team effort is what had happened.

Winning Team Lidl Over

Lidl saw value in:

– our expertise around all things Customer Experience

– our unique approach to Natural Language Understanding with support for many languages

– our “cloud clout” and the resulting time-to-market

– our design-once-deploy-anywhere framework that allows taking one bot and deploying it on channels like FB Messenger, SMS, Amazon Echo, IVR, etc. with minimal additional effort

– our experience in building and hosting enterprise-grade, transactional customer self-service solutions that integrate into the larger marketing and contact center ecosystem of a multi-national corporation, including the ability to expand into eCommerce

From our Press Release: https://www.aspect.com/company/news/press-releases/lidl-uk-launches-ai-wine-chatbot-to-uk-customers-with-aspect-software

How does a conversation with Margot look like? Have a look here:

When implementing the application, we decided to work with one of our long-time application development partners, 2-steps-ahead, who has been building voicebots on our IVR and chatbot platform, Aspect CXP™, for over a decade. Internally, we had all of the right people in place and ready to take on this project: Aspect Professional Services provided the project management and architectural support, R&D provided support by our on-staff linguists. With the combined forces of our team and 2-steps-ahead we were ready to embark on the buildout of the solution. Continue reading

The Contact Center of the Future: Everything Old is New Again

old-is-new_aspect

The following is a guest blog written by Evan Dobkin, Marketing Manager at Aspect Software.  

I entered the contact center market five years ago, working on self-service interaction and the potential for personalized, customized experiences made possible by smartphones. At the time, the industry was planning for a multi-channel world. The domination of the “archaic” voice channel was starting to give way to native apps, social channels and SMS as the tides that would lift all customer service ships. It was very easy for businesses to get caught up in the hype of what was on the horizon and become paralyzed, wondering what changes they needed to make to their business to become part of this modern customer service world.

However, over these last five years, I’ve come to understand that despite the bells and whistles of sleek, up-and-coming communication channels, brands looking to add self-service interaction must begin by perfecting their IVR. A modernized IVR can help to improve the customer experience while providing a solid foundation for additional contact channels.

IVR has been, and will continue to be, the workhorse of your customer service offering. Often regarded by consumers as “the channel of last resort,” because they expect resolution when taking the time to call directly, it’s actually critical for resolving many customer issues. Not convinced? Consider these modern IVR realities:

– IVR is one of many contact points

– Improved speech recognition and dynamic personalization have made navigation easier

– New interactive voice solutions (Amazon Echo, Siri, etc…) emerged that are redefining how we interact with and our expectations of today’s IVR

– It is all about customer experience, ease of use – and containing costs Continue reading