Astute Solutions Integrates with Zipwhip for Customer Service via Texting

Astute Solutions has integrated its customer engagement products with Zipwhip to provide customer service through text messaging. Zipwhip's business texting software allows teams to text with customers through the company's pre-existing business number.

The texting functionality also supports MMS, allowing agents and customers to exchange photos as needed during the service interaction.

Astute Solutions also offers Astute Bot, another way to support the text channel. Driven by narrow AI and natural language processing, Astute's chatbot can understand what customers are asking and engage in a conversation to solve their issues and provide answers. Whether texting Astute Bot or a live customer service agent, if the customer needs to escalate to a phone call or video chat, Astute SOS provides a seamless, one-click transition. The smart escalation software passes along all the pertinent context to the agent and can even connect the customer to the same agent with whom they were texting.

"People spend a lot of time texting their friends and expect to be able to communicate similarly with brands," said Alex George, chief technology officer at Astute Solutions, in a statement. "We are looking forward to offering Zipwhip's technology so that brands can serve their customers in their preferred channel, without requiring another app download in this age of 'app fatigue.' It's all about reducing friction for customers and helping brands provide more efficient service."