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Virgin Mobile MA(c)xico chooses HelpSocial to provide digital engagement solution.

M2 EQUITYBITES-March 11, 2019-Virgin Mobile MA(c)xico chooses HelpSocial to provide digital engagement solution


HelpSocial, the #1 platform for integrating and automating digital in the contact center, has been chosen by Virgin Mobile Mexico to provide a combined digital customer engagement solution that brings social media and messaging conversations into Virgin Mobile Mexico's contact center platform, and leverages artificial intelligence to give Virgin Mobile Mexico customers an ability to receive fast help from bots and human service agents, the company said.

Virgin Mobile Mexico's project had unique requirements in that their bots needed to communicate through a robust Application Programming Interface (API), and integrate with their Genesys PureCloud platform. In addition, it was important that the bots could work together with human agents to help customers.

HelpSocial was a great fit for their needs. HelpSocial aggregates customer comments together from various social networks and messaging apps into a cloud-based, customer engagement platform. Virgin Mobile Mexico's bots use HelpSocial APIs to interact with customers, while their human agents use HelpSocial's conversation app.

In order to make sure the high-quality service experience is maintained as conversation volume scales up, HelpSocial provides natural language processing and machine learning capabilities that analyze every inbound comment. Extra information is added to each message that helps Virgin's contact center system understand whether it should be routed to an agent or a bot. If the comment is delivered to the bot, the information attached to the comment tells the bot who the customer is and helps it understand how to respond.

HelpSocial is the #1 platform for integrating and automating digital in the contact center.

Virgin Mobile Mexico is digital development in this category in the Mexican market, offering disruptive services and products as well as a fanatical customer care to its customers.

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Publication:M2 EquityBites (EQB)
Date:Mar 11, 2019
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