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Contact center vendor Aspect embeds AI-assisted chatbots into its Aspect CXP platform, giving enterprises the option to interact with customers on messaging channels in a natural, conversational way.


  • The chatbot integrates into its Unified IP contact center platform, as well as its customer engagement center platform Aspect Via, enabling seamless transfer between channels and context that follows customers as they escalate to agents.
  • In May 2017, the company released its latest version of its IVR and chat bot platform, Aspect CXP 17. The new release introduces improvements in its NLU capabilities that make it easier to build and maintain customer service chatbots and self-service solutions.

Features and Benefits

  • Gives enterprises the option to interact with customers on messaging channels in a natural, conversational way.
  • Learn about its interactive rest response (ITR) virtual assistant solution, Mila, a chatbot designed to help agents stay on top of their work schedules, request vacation days, inquire about shift times, and more – all via SMS texting.

Key questions answered

  • How does it use linguistic rules to understand variations in text?
  • Does it offer support for linguistic pattern matching?

Table of contents


  • Catalyst
  • Key messages
  • Ovum view

Recommendations for enterprises

  • Why put Aspect on your radar?


  • Background
  • Current position

Data sheet

  • Key facts


  • On the Radar
  • Further reading
  • Author

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