SmartAction

FEBRUARY 27, 2023

When it comes to customer service, businesses have a variety of tools at their disposal to make the process as smooth and efficient as possible. Each option has a role in customer service depending on what parts of the customer experience businesses want to automate and which parts they want live agents to handle.

Interactive Voice Response 74

Interactive Voice Response Contact Center Virtual Agent Self service 74

SmartAction

SEPTEMBER 16, 2022

Asking Alexa to play your favorite podcast and have her quickly play it for you is made possible by the same type of technology that allows contact centers across the world to automate voice conversations. Conversational AI is making the contact center and customer service industries better than ever.

Interactive Voice Response 89

Interactive Voice Response Virtual Agent Contact Center Engineering 89

SmartAction

OCTOBER 19, 2022

SmartAction’s designers, project managers, developers, IT professionals, and QA team help clients make the transition to AI automation, often starting with voice and expanding to other channels like chatbots for automated customer service solutions. Check out this blog post to find out. appeared first on SmartAction.

Chatbots 52

Chatbots Virtual Agent Interactive Voice Response Self service 52

SmartAction

MARCH 7, 2023

Any business that wants to stay competitive, reduce operational costs, and take its customer service to the next level should take note. Perhaps most prominently, it helps companies provide a better customer service experience by providing greater – and faster – understanding of why a customer is reaching out and at what frequency.

Multichannel 82

Multichannel Virtual Agent Self service Accountability 82

Natalie Petouhof

JULY 26, 2016

Pashler, Harold Psychological Bulletin, Vol. 116(2), Sep 1994, 220-244. i] The Concept of Flow: Handbook of Positive Psychology, Nakamura, J. and Csikszentmihayi, M.

Customer Experience 63

Customer Experience Construction Benchmark Big data 63

SmartAction

APRIL 4, 2023

Nowhere is this new AI-fueled reality more evident than in the customer service experience. When modern consumers initiate a customer service inquiry, they expect more than just “simple” voice directives – they want “complex voice” engagement that’s customized to their unique, multi-layered needs.

Virtual Agent 85

Virtual Agent Chatbots Self service Banking 85

GetFeedback

JANUARY 6, 2020

These can serve as planning tools for marketing, sales, customer service, and, of course, CX professionals. Personas are developed based on a combination of factors developed through research into customer goals, challenges, habits, and demographics. None of this is to suggest that B2C journey maps are always simple.

Journey mapping 78

Journey mapping B2C B2B Surveys 78