SmartAction

OCTOBER 19, 2022

Why is it So Hard to Implement and Maintain a Chatbot? Hundreds of businesses choose SmartAction when it comes to voice and chat automation. For the most human-centric AI experience possible, these CX specialists tune, maintain, and develop the system, all as a part of TechStyle’s contract with SmartAction.

Chatbots 52

Chatbots Virtual Agent Interactive Voice Response Self service 52

SmartAction

FEBRUARY 11, 2020

Los Angeles, CA – February 11, 2020 – SmartAction®, a leading provider of AI-powered Virtual Agents for contact centers, today announced that it closed 2019 with record growth driven by an 80 percent increase in sales bookings for the year while achieving profitability ahead of schedule. About SmartAction. Customer Quotes.

Virtual Agent 56

Virtual Agent Self service Enterprise SaaS 56

SmartAction

NOVEMBER 7, 2018

SmartAction was named Cool Vendor of the Year by Gartner in 2017, and is currently the top-ranked solution on Gartner Peer Insights among a handful of leaders including the likes of IBM Watson. Why SmartAction? With cloud-enablement and a ‘land-and-expand’ approach, SmartAction demonstrates strong value for the price.

Self service 78

Self service Virtual Agent Contact Center Customer Support 78

SmartAction

SEPTEMBER 16, 2022

Since 2002, SmartAction has helped 100+ industry-leading brands streamline their contact centers and take their customer experience to the next level through AI voice, text, and chat. The post Conversational AI 101: NLU and IVR for Beginners appeared first on SmartAction.

Interactive Voice Response 89

Interactive Voice Response Virtual Agent Contact Center Engineering 89

SmartAction

OCTOBER 7, 2021

But why exactly should you buy rather than build an automation solution for your contact center? SmartAction has been in the automation solution game long enough to have over 100+ implementations with some of the biggest brands — DSW, Fabletics, Royal Caribbean, and Electrolux are just to name a few. appeared first on SmartAction.

Contact Center 70

Contact Center Virtual Agent Construction Technology 70

SmartAction

FEBRUARY 27, 2023

Since 2002, SmartAction has helped 100+ industry-leading brands streamline their contact centers and take their customer experience to the next level through AI voice, text, and chat. Get a Demo Related Content BLOG IVA is the new IVR Discover why people are choosing IVA over IVR and how it can take your business to the next level.

Interactive Voice Response 74

Interactive Voice Response Contact Center Virtual Agent Self service 74

SmartAction

JUNE 3, 2021

In over 100 deployments from small companies to large enterprises, SmartAction has yet to see a layoff en masse after deploying virtual agents. The post How Virtual Agents Help the Live Agent Workforce appeared first on SmartAction. Check it out here !

Virtual Agent 66

Virtual Agent Contact Center Call Center Enterprise 66

SmartAction

NOVEMBER 14, 2019

One year into their AI-powered virtual agent implementation with SmartAction, they took the stage at Customer Contact West to explain how they deflected 25% of call volume via automation, raised NPS by 17%, and achieved their ROI within 3-months. SmartAction (SA): Congratulations on the win! SA: Why is that? (TA):

Self service 54

Self service Virtual Agent Analytics Accountability 54

SmartAction

DECEMBER 3, 2020

Why is speech recognition technology so difficult? The SmartAction approach to recognition + cognition. The post Going Beyond Listening: The Importance of Understanding in Conversational AI appeared first on SmartAction. Human speech varies tremendously and so do the conditions that degrade audio quality.

Virtual Agent 67

Virtual Agent Engineering Self service Contact Center 67

SmartAction

NOVEMBER 19, 2019

Frost & Sullivan awards Purchasing Power ® for their AI-Powered Virtual Agent created in partnership with SmartAction ® to enable conversational self-service for their customers. We knew we needed experts in this area, which is why we partnered with SmartAction. About SmartAction. For more information, visit [link].

Virtual Agent 40

Virtual Agent Self service Interactive Voice Response Government 40

SmartAction

FEBRUARY 21, 2019

The former Convergys Chief Executive Officer becomes the latest addition to SmartAction’s Board of Directors to assist in the growth of its top-rated AI-powered virtual agent solution for contact centers. The post SmartAction Names Former Convergys CEO, David Dougherty, to Board of Directors appeared first on SmartAction.

Virtual Agent 42

Virtual Agent Self service Contact Center Customer Care 42

SmartAction

AUGUST 5, 2019

DSW turned to SmartAction in 2018 to collaborate on a self-service strategy to augment their NICE inContact platform with conversational AI. So that’s why we turned to SmartAction – to help us continue to grow our support functions as we grow our business. Now, as we sit here today, we are close to 500.

Average Handle Time 57

Average Handle Time Virtual Agent Self service Contact Center 57

SmartAction

JULY 13, 2018

El Segundo, CA – July 12, 2018 – SmartAction, the leading AI virtual assistant solution for call centers, today announced the appointment of Brian Morin as Chief Marketing Officer, who brings deep experience in growing and scaling B2B tech companies in high growth sectors. About SmartAction.

Call Center 40

Call Center Marketing B2B Contact Center 40

SmartAction

OCTOBER 25, 2023

Join me as we dive into why leveraging conversational AI in the voice channel cannot be ignored or underestimated and why businesses should seize the opportunity to invest in this transformative technology. The post Why Voice Matters: Conversational IVR Takes Customer Service to the Next Level appeared first on SmartAction.

Interactive Voice Response 88

Interactive Voice Response Customer Service Virtual Agent Self service 88

SmartAction

NOVEMBER 30, 2021

But why should you start every conversation with AI? A lot of contact centers don’t have a good understanding of why their customers are calling and exactly what they are calling about. It will also give you the ability to find out why customers are calling and for what. Enable customer autonomy.

Virtual Agent 80

Virtual Agent Interactive Voice Response Contact Center Customer Experience 80

SmartAction

APRIL 1, 2021

In the age of optimization and a need for speed, it makes sense why 73% of customers say valuing their time is the most important thing companies can do to provide them with good customer service. The post 5 Ways AI-powered Virtual Agents Improve CX in Utilities appeared first on SmartAction.

Virtual Agent 106

Virtual Agent CRM Wait times Engineering 106

SmartAction

MARCH 18, 2019

The cost and effort to build automation that isn’t very good or might not even work (and isn’t omnichannel) is why most contact centers have an over-reliance on live agents, even for the most routine and repetitive call types. SmartAction offers a near frictionless transition to AI automation. appeared first on SmartAction.

Virtual Agent 66

Virtual Agent Interactive Voice Response APIs Contact Center 66

SmartAction

SEPTEMBER 20, 2019

This is the role of a CX Designer, or as we refer to it at SmartAction, Human Experience Activism. If you have multiple self-service destinations and a variety of agent skill-sets, it’s in your best interest to allow the user to tell you why they called. The post Good CX Requires Great CX Design appeared first on SmartAction.

Engineering 65

Engineering Self service Enterprise Personalization 65

SmartAction

AUGUST 14, 2019

With so much customer data at hand, AI-powered virtual agents can assess the probability of why a customer might be calling in nanoseconds. The post IVA is the New IVR appeared first on SmartAction. Check out this 2:30 min video of recent call samples from real customers that covers these common use cases and more.

Interactive Voice Response 57

Interactive Voice Response Virtual Agent Self service Personalization 57

SmartAction

JULY 9, 2018

They get frustrated because they don’t understand why. Why is that? That’s why the biggest IVRs and contact center platforms like NICE-inContact and Genesys partner with SmartAction as the leading virtual assistant service for call centers, using conversational AI to automate the conversations your live agents handle today.

Call Center 41

Call Center Interactive Voice Response Self service Enterprise 41

SmartAction

NOVEMBER 27, 2018

Recently, SmartAction CEO Tom Lewis, along with Director of Marketing Charlie Schrier, discussed how an omnichannel call center improves customer experience. It also encourages the use of the automation, even if that isn’t why the customer is calling. Watch the full webinar here. What is a True Omnichannel Environment?

Call Center 40

Call Center Virtual Agent Customer Experience outsourcing 40

SmartAction

OCTOBER 8, 2018

Which do you implement first and why? Why Choose SmartAction? SmartAction offers best-in-class voice automation that scales the same experience seamlessly to chat and text. The post Incorporating AI into Your Call Center appeared first on SmartAction. With this in mind, where do you start?

Call Center 40

Call Center Virtual Agent Chatbots Self service 40

SmartAction

NOVEMBER 4, 2020

But you may not have understood why and what the bleeding edge of AI is doing to solve for it. This is why conversational AI over telephony is a really difficult challenge. Ultimately, this is why we deliver our technology as-a-service because of the complexity involved in delivering a great voice experience and operating it over time.

Big data 53

Big data Interactive Voice Response Virtual Agent Scripts 53

SmartAction

SEPTEMBER 5, 2018

Instead of providing an endless list of options like an IVR, such as press 1 to reach department X or press 2 to request this service, call center AI automation allows your customers to speak conversationally about why they are calling and talk back and forth naturally with the AI virtual agent. Is that why you’re calling?”

Call Center 40

Call Center Virtual Agent Automotive Entertainment 40

SmartAction

SEPTEMBER 4, 2018

Now that all of those call types, chats and processes are now handled by SmartAction AI-powered virtual agents, live agents can focus on high-value conversations that only humans can do and finish the calls that were not able to be fully contained within automation.

Call Center 40

Call Center Virtual Agent Average Handle Time Upselling 40

SmartAction

JULY 7, 2020

More specifically, since we have staked our reputation on doing voice automation better than anyone, we get asked why we haven’t yet incorporated their flagship service: speech-to-text, otherwise known as Advanced Speech Recognition (ASR). The post Hearing is Believing – Why We Don’t Use Google appeared first on SmartAction.

Engineering 63

Engineering Self service Contact Center Technology 63

SmartAction

OCTOBER 30, 2018

That’s why hundreds of companies outsource their voice and chat automation needs to SmartAction. The post Why You Need a Voice-Enabled Chatbot appeared first on SmartAction. Schedule your AI-Readiness Assessment to help you identify the call types and chats in your call center that are perfect for AI automation.

Chatbots 40

Chatbots Call Center Interactive Voice Response Virtual Agent 40

SmartAction

MAY 23, 2019

This blog will serve as a guide to all those disciplines and why they are required to deliver CX without compromise. This is why data and documentation in your contact center are so important. This is why CX Insights Managers are so important. Why the CX Team is Important. What does a best-of-breed CX team look like?

Self service 40

Self service Virtual Agent Contact Center Engineering 40

SmartAction

JANUARY 16, 2020

If you need a guide for how to get started, check this out: The post 2020 PREDICTIONS: Conversational AI Trends appeared first on SmartAction. Much like Winona Ryder, while traditional IVRs faded into obscurity in the early 2000s, voice control is having its Stranger Things come back. Because it works well.

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Virtual Agent Self service Government Healthcare 53

SmartAction

FEBRUARY 21, 2020

If you have multiple self-service destinations and a variety of agent skill-sets, it’s in your best interest to allow the user to tell you why they called. The post From Tension to Resolution: 90 Seconds with a Virtual Agent appeared first on SmartAction. Not all applications need to be completely open-ended. But many should be.

Virtual Agent 55

Virtual Agent Self service Best practices Enterprise 55

SmartAction

JUNE 9, 2023

Virtual Agents with SmartAction can let your customers self-service on their time, and free up your live agents to handle more difficult conversations. Discover why we’re the top-rated Virtual Customer Assistant solution on Gartner Peer Insights and have been named “The Leader in AI-enhanced Self-Service,” by Frost & Sullivan.

Virtual Agent 72

Virtual Agent Chatbots Self service Feedback 72

SmartAction

MARCH 6, 2019

This makes SmartAction the go-to 3 rd party AI automation partner for Avaya customers seeking to automate more voice and chat conversations handled by live agents today. Why Avaya Validated the SmartAction AI Self-Service Solution. Then, SmartAction demonstrated seamless integration with the Avaya platform.

Virtual Agent 9

Virtual Agent Self service Contact Center Interactive Voice Response 9

SmartAction

MAY 6, 2019

Prediction – algorithms to predict why someone might be calling. But how nice would it be if every time a customer called in to your contact center, you knew why that customer was calling? This is why it is imperative that, as part of your virtual agent implementation project, you also elevate your data initiatives.

Self service 44

Self service Virtual Agent Best practices Contact Center 44

SmartAction

MAY 6, 2019

Prediction – algorithms to predict why someone might be calling. But how nice would it be if every time a customer called in to your contact center, you knew why that customer was calling? This is why it is imperative that, as part of your virtual agent implementation project, you also elevate your data initiatives.

Self service 40

Self service Virtual Agent Best practices Contact Center 40

SmartAction

APRIL 15, 2019

This is where conversational AI excels and, ultimately, why it is being adopted at such a rapid rate. The post Step 1 of 5: AI Self-Service Without Compromise – Identifying the Perfect Fit appeared first on SmartAction. What’s more, it allows live agents to be upskilled to do what only humans should do.

Self service 57

Self service Virtual Agent Interactive Voice Response Best practices 57

SmartAction

AUGUST 10, 2018

Our clients have found that there are a few common reasons why agents are unhappy. Meanwhile, the agent scrambles to identify who you are, why you’re calling, and how they can help solve your problem. The post 4 Ways AI Agents Are Outperforming Live Agents appeared first on SmartAction. Lack of incentives. Not fulfilled.

Virtual Agent 43

Virtual Agent Contact Center Wait times Call Center 43

SmartAction

APRIL 4, 2023

From our perspective at SmartAction, Conversational AI has rapidly evolved, both from a capability standpoint and from a cost standpoint. Since 2002, SmartAction has helped 100+ industry-leading brands streamline their contact centers and take their customer experience to the next level through AI voice, text, and chat.

Virtual Agent 85

Virtual Agent Chatbots Self service Banking 85