Spanish mobile network operator Telefónica Móviles, under the brand Movistar, is using a revolutionary text messaging system to offer pre-pay customers an instant automated loan if they are temporarily unable to buy phone credits. Customers text Movistar's Lend me 2 Euro service to receive the automated credits - and re-pay the loan when they next buy a top-up. The service is just one of a number of compelling innovations being enabled by an extension of Movistar's SMS Wizard automated customer care system supplied by Telsis. Telsis SMS Wizard responds instantly by text to natural language questions or requests submitted by text message. In the 12 months since installation, Movistar's system has already handled over six million customer care queries, giving its customers instant answers to frequently asked questions while freeing call centre agents to deal with more complex queries. Now Movistar is doubling capacity in readiness for further demand, and to enable the hosting of new text-based services for its 20mn pre-pay and contract customers. SMS Wizard processes Lend me 2 Euro requests, updates pre-pay accounts and sends customers text messages confirming their additional credits. Other new automated text services include loyalty points queries, mailbox setup, last invoice request and registration of customer care calls in any one of eight European and Arabic languages, which allows customers to text their language choice, so that in subsequent calls to customer services they are greeted by an agent speaking the requested language.
www.telsis.com