Spokane's Next IT has developed a text message(SMS)-based version of its interactive virtual agent software and has installed it for Gonzaga University's “Ask Spike” application.
Gonzaga has been one of Next IT's early adopters of the virtual agent service, which allows people to chat or ask questions and get responses without human intervention.
Others who've adopted the technology are the U.S. Army (on GoArmy.com), some airlines and Merrill Lynch.
With mobile about to become a more dominant area for corporate customer relations, Next IT saw the need to revise the program to allow for SMS or text-message answers.
Until now, the GU “Ask Spike” service was only available on the web. Find that option at Gonzaga.edu in the askspike button on the top of the page.