HelpSocial provides customer experience leader Virgin Mobile México a
digital customer service offering powered by artificial intelligence.
SAN ANTONIO–(BUSINESS WIRE)–lt;a href=”https://twitter.com/hashtag/cctr?src=hash” target=”_blank”gt;#cctrlt;/agt;–HelpSocial,
the #1 platform for integrating and automating digital in the contact
center, has been chosen by Virgin
Mobile México to provide a combined digital customer engagement
solution that brings social media and messaging conversations into
Virgin Mobile México’s contact center platform, and leverages artificial
intelligence to give Virgin Mobile México customers an ability to
receive fast help from bots and human service agents.
Virgin Mobile México’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
México’s bots use HelpSocial APIs to interact with customers, while
their human agents use HelpSocial’s conversation app. By integrating the
HelpSocial platform with Virgin Mobile México’s contact center system,
bots and agents receive assignments from a single routing engine and
have omnichannel service capabilities that empower them to quickly and
efficiently address customer needs.
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.
“We are committed to providing amazing customer experiences across every
touchpoint with our customers. We had complex requirements and
HelpSocial delivered. Their platform will help us exceed customer
expectations and innovate into the future,” said Héctor Chávez,
Technical Director at Virgin Mobile México.
“We are thrilled to be working with Virgin Mobile México. They are a
very innovative company, well known for their commitment to providing a
world class customer experience,” said Matt Wilbanks, CEO at HelpSocial.
“Digital is growing quickly in the contact center space and we expect
that trend to accelerate dramatically. We’re
launching new partnerships to bring more digital channels in faster,
and investing heavily into AI to help our customers scale service
efficiently. Virgin Mobile Mexico’s use case shows the type of
capabilities contact centers want in their digital transformation. We
are committed to providing those needs so bots and agents can be helpful
for more customers.”
HelpSocial is the #1 platform for integrating and automating digital
in the contact center. Started in 2011 as an internal project at Rackspace,
HelpSocial later spun out with funding from Mark Cuban, the celebrity
Shark Tank investor and Dallas Mavericks owner, in 2014. HelpSocial has
grown by partnering with the world’s leading contact center software
companies to help them advance their offerings by providing digital
customer care products built on the HelpSocial
About Virgin Mobile México:
Virgin Mobile México is leading digital development in this
category in the Mexican market, offering disruptive services and
products as well as a fanatical customer care to its customers.
210 468 1700
Virgin Mobile México: