SmartAction

FEBRUARY 27, 2023

Two popular options are Interactive Voice Response (IVR) and Intelligent Virtual Agent (IVA). Understanding the key differences between IVR and IVA is crucial for businesses looking to optimize their customer service. A way to see the differences between IVR and IVA is to learn the pros and cons of each.

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. Get a Demo.

Interactive Voice Response 89

Interactive Voice Response Virtual Agent Contact Center Engineering 89

SmartAction

OCTOBER 19, 2022

When there is an inconsistent experience, everyone gets frustrated because of the repetitive data collection by chatbots, IVR, and live agents. For instance, if a client switches from a conversation with an AI chatbot to a phone call, the IVR is unlikely to know that the user had just been conversing with the bot.

Chatbots 52

Chatbots Virtual Agent Interactive Voice Response Self service 52

SmartAction

MARCH 7, 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.

Multichannel 82

Multichannel Virtual Agent Self service Accountability 82

SmartAction

APRIL 4, 2023

In fact, it’s the most rapidly evolved technology in the contact center today. This is not the voice automation experience of even three or four years ago where even single-word command barely worked (and it still costs you an arm and a leg to implement). It’s gratifying to see that the New York Times agrees with us!

Virtual Agent 85

Virtual Agent Chatbots Self service Banking 85

Connecting the Dots

APRIL 21, 2017

Scott Broetzmann : The concept of the National Customer Rage study goes all the way back to 2002, but it really wasn’t about customer rage at the time. But whenever I call a contact center now, I dread it. Well, an IVR survey doesn’t measure that at all. When and how the Customer Rage study begin?

Customer Care 48

Customer Care Scripts Front-line service Contact Center 48