Future Of Selfcare

Consumers are increasingly demanding a consistent and personalised service experience available 24/7 across their channel of choice. CSPs (Communication Service Providers) have long understood that providing a superior customer experience is the ticket to building a sustainable competitive advantage for their businesses. 

The ability to deliver superior user experiences, while being a priority for most service providers has been held back and blocked due to the high cost of development, both interms of time and money as well as the complexity of working in channel silos whilst having to deal with multiple  vendors. 

At Wavenet, we understand the solutions to reduce barriers to creating superior user experiences and have solutions to address these needs by creating cohesive self-service experiences across legacy channels such as SMS, USSD and IVR and established digital channels such as Mobile Apps as well as emerging digital channels such as WhatsApp and Viber. 

Wavenet Virtual Private Assistant in Self Care

Mobile subscribers are looking for instant responses and personalized services when interacting with Operators. Wavenet’s VPA (Virtual Personal Assistant), enables the next generation of automated self-care services utilising the power of Google Assistant to help Operators provide their subscribers instant service fulfilment, on a 24/7 basis with a personalised user experience. It allows Android users to use their device inbuilt virtual assistant to interact with Operator services via speech or text and get an instant response. 

 

  • Wavenet solution delivers built-in capability for Android “Google Virtual Assistant” 
  • Natural language responses are delivered via the integration with Google language APIs. 
  • Integration and orchestration of Operator Core functions are enabled through Compose Orchestrator via REST APIs and pre-built connectors. 

 

 

Monetisation and Customer engagement opportunities

Consumers expect a personalised and perceptive touch to their interactions with businesses. Businesses are also increasingly looking at AI to augment their services. The utilisation of plugins, chatbots and AI in MaaP, allows brands to  fully provision real time consumer engagement, updates and conversational commerce.

MaaP can be used by Operators as well. For instance, an Operator can use MaaP to engage subscribers for zero credit services. This will help Operators to interact with the user at the point of need and offer useful solutions using hot buttons and cards, making the experience more personal and pleasant. It’s a win win situation for both the user and Operator.

Moreover, Operators can allow enterprise customers to deliver the experience of conversational commerce to the end users of their products and services. For example, the Operator can provision MaaP for Booking.com, enriching the everyday experience of users when they try to book a hotel.

How Wavenet enables MaaP for Operators

Wavenet’s Prime is a consolidated messaging platform capable of handling multiple message types such as P2P and A2P with built in resilience, scalability and operational ease.Prime facilitates both backward compatibility as well as adaptability to future ready solutions such as IP-SM gateway and RCS server.

                                                                                        

As illustrated in the diagram, Prime can connect either to Wavenet’s RCS server or to any third party RCS server within the Operator’s network. The RCS server in turn communicates with the RCS clients already baked into user’s mobile devices to deliver the MaaP experience for fruitful branding activities, more fulfilling customer interactions and revenue growth for Operators and brands alike.