Workforce Management Featured Article
Capacity and Textel Bring Conversational AI to SMS
Smartphones and tablets are the reasons many businesses invested in mobile apps with the mindset that access to self-services has become more convenient with mobile devices. But that plan has not come to full fruition. Maybe it has to do with consumers not wanting too many apps on their phones. It’s up for speculation.
That said, businesses are shifting their strategies to find ways to better interact with customers. One way to do that is to look at what customers find convenient to them, and that answer is text. As businesses prioritize text for the customer service experience, SMS solutions tend to offer basic two-way SMS functionality. The need for manual customer service interactions is not eliminated.
AI-powered support automation platform Capacity and cloud-based texting platform Textel have a goal to help businesses provide improved levels of support to create more efficiency for internal and external teams.
This led to Capacity acquiring Textel to optimize the customer experience by extending an AI-enabled, two-way SMS feature to the Capacity customer base and introducing AI and automation into Textel offerings.
Capacity uses AI to promote self-service and provide immediate support for customers and internal teams. Textel is designed to enhance the customer experience, increase customer engagement, improve contact center performance, and drive revenue.
“Capacity eliminates repetitive tasks by streamlining support. Still, we needed to incorporate a missing element to the equation, SMS," said David Karandish, Capacity’s CEO. "Adding Textel's expertise in SMS messaging will allow us to enrich our current offering and give teams even more time back in their days to complete their best work."
The two now work as one team to bring the capabilities mentioned by Karandish to a growing number of companies and industries that look to transform customer support. This includes contact centers, high growth companies and small businesses.
“Our partner-centric approach creates an 'easy button' for our newly combined team to drive value for our partners and help any organization that wants to keep its internal teams focused,” said James Diel, Textel’s CEO.
Textel is a subsidiary of Capacity with its headquarters to remain in St. Louis. The terms of the transaction are confidential.
Edited by Alex Passett
