Late last spring, The Albuquerque Journal implemented messaging for customer service on their website. They also started deflecting inbound IVR customer service calls made from cell phones to messaging. Of the callers offered messaging, 10% choose the messaging option for faster service.  Containment averages 60%. If the messaging bot is unable to answer a subscriber’s question, it seamlessly transfers the chat conversation to a live agent via skills-based routing, who can handle multiple conversations at a time. And just like with their IVR, messaging transactions (both chatbot and live chat) are recorded in the CRM in real time.

The success is due to the messaging bot’s unique ability to use Natural Language Understanding (NLU) and AI to learn from each interaction how to respond to the next customer with a similar request. The more the bot learns from each interaction, the more it can automate future interactions.

Albuquerque agents are enjoying messaging, too. The interface is easy to learn and use, and agents report that messaging makes their job easier. They are able to see all historical conversations and transactions in one place – chatbot, live chat, and email – giving them a window to see the subscribers’ customer service interactions within messaging.

Subscribers can message Albuquerque’s customer service directly on The Albuquerque Journal website, or via SMS on their smartphone.