OverviewThe Cellesense solution provides service providers with a new and automated self-service channel over SMS, WEB and IM (Instant Messaging) in addition to IVR, reducing the need for live-agent call-centers.
The Cellesense solution is a new channel to reduce OPEX by providing automated responses for common information requests from customers who either do not wish to use an IVR or queries that cannot be handled by an IVR. Everyday channels such as SMS, are utilized to interact with the call-centre's data sources, in a simple and cost effective way. For example, a public transportation customer sends a text message: “I am in Birmingham, which train should I take to reach London Heathrow before 5pm”. The Cellesense application receives the message, analyzes it, interacts with the data source, retrieves the requested information, and sends it to the customer within seconds.
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