Self-Learning Response Management – Optimal Answers on All Channels

With the CONTEX platform from ITyX, all incoming customer communications are captured in response management, then, based on priority and skills of available employees, routed together with suitable response suggestions. Response texts templates originate from the integrated Text Object Management. Processes in Response Management are designed and monitored in CONTEX Designer: Contents are analysed through self-learning AI (artificial intelligence) and, depending on the type of business transaction, customer value and channel, transferred to Mediatrix solution modules (such as Mediatrix RESPONSE or Mediatrix SELF SERVICE) at the optimal point in time. Therefore, the response can occur by email, online or by letter. 
 
The importance of certain customers in social networks can be flagged using the Mediatrix COMCRAWLER's routing criteria as part of the Correspondence Management. This ensures that especially those customers with a high influence on the purchasing decisions of other consumers in social networks always receive excellent service. This is Customer Experience Management.

Benefits of the CONTEX Platform for Response Management:

• Control of all operating conditions and business processes in real time via the CONTEX designer
• Integration of customer communication in third-party systems (CRM, SAP, CMS)
• Social Customer Score: relevance of customers in social networks as a routing criteria
• Input: processing of emails, documents, SMS, Twitter and Facebook messages
• Suggestion of probable answers (AI)
• Output: despatch of emails, documents, SMS, Twitter and Facebook messages
• Scalable, highly available operation