RCS Chatbot Agent Directory

Cisco partnered with a Tier I U.S. mobile network operator (MNO) to meet several goals and objectives including:

Integrate the GSMA fnw.11 RCS API specification into Cisco's RCS messaging platform with endpoints on the MNO MaaP (messaging as a platform).

• Perform a "soft launch" of an RCS Agent Directory where subscribers can interact with scripted Enterprise chat agents to gather information on program effectiveness, subscriber interaction, and base operational metric details for our platforms.
• Partner together to agree on how to manage support for similar programs between teams.
• Exchange metric and kpi details to measure and improve platform and program performance.

What we learned:

• Most of our Enterprise use cases involved subscribers interacting with agents to discover general information about a brand, similar to a website.  Cases where brands built very specific user flows to solve pain points proved to be very successful with regard to a Brand's ROI.
• One example of a successful ROI for an RCS use case was found with Walgreens who created a series of user journeys around prescription refills. With >80% of subscribers likely to click on an RCS message vs. SMS together with a purposeful goal - Walgreens could see a larger number of RCS users refilling their prescriptions and returning to shop at Wallgreens on a monthly basis.