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The Definitive Guide: IVA vs IVR and What’s Right for Your Contact Center

SmartAction

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. Two popular options are Interactive Voice Response (IVR) and Intelligent Virtual Agent (IVA). Can be a frustrating customer experience. Limited capabilities.

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Conversational AI 101: NLU and IVR for Beginners

SmartAction

The ability of conversational AI technology to detect and understand speech are two of the biggest challenges faced by the Intelligent Virtual Agent (IVA). Understanding how IVA and NLU operate is a step towards creating an excellent customer experience and simultaneously enhancing efficiency for the contact center.

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Conversational AI: Trends to Watch in 2023

SmartAction

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. Watch Now The post <strong>Conversational AI: Trends to Watch in 2023</strong> appeared first on SmartAction.

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Adding a Chatbot: Trust a Pro or Build it Yourself?

SmartAction

TechStyle Fashion Group group used virtual agents in voice and chat rather than allocating internal staff and resources to creating and maintaining their own conversational chatbot. Check out these success stories from some familiar brands that trust us to aid them in providing top notch customer care!

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SmartAction Names Former Convergys CEO, David Dougherty, to Board of Directors

SmartAction

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.

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SmartAction to Showcase Top-Rated AI-powered Virtual Agent Solution at Enterprise Connect 2019

SmartAction

SmartAction’s cloud-based virtual agents automate conversations that live agents traditionally handled over voice, chat, and text. Contact center leaders should visit Booth #1102 to discover SmartAction’s LIFE LESS HARD obsession that puts the effortless Customer Experience (CX) above all else.

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From Q-and-A to Two-Way: Conversational AI is the Future of Voice Assistants

SmartAction

This connection happens instantaneously, via the channel that remains the preferred means of most customers’ inquiries: the phone call. Virtual agents have now achieved Complex Voice capabilities. When you call your bank, the virtual agentcan answer the question, “What are my refinance options?”