SmartAction

MAY 23, 2019

This is the fifth of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Use this guide to automate your contact center and Customer Experience (CX) with AI self-service in voice, chat, and text. What does a best-of-breed CX team look like?

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Self service Virtual Agent Contact Center Engineering 40

SmartAction

APRIL 24, 2019

This is the second of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Read Part 1 here >> Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice.

Virtual Agent 46

Virtual Agent Self service Best practices Chatbots 46

SmartAction

OCTOBER 2, 2018

Electrolux, the 2nd largest home appliance manufacturer in the world who sells under a variety of brand names worldwide like Frigidaire and AEG, made the transformation to AI-powered virtual agents six months ago to automate more in their contact center. Q: How difficult was the implementation and initial pilot?

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Virtual Agent Average Handle Time Contact Center outsourcing 47

NICE inContact

SEPTEMBER 17, 2019

By combining NICE inContact with SmartAction’s AI-powered virtual agent, DSW ultimately found the right human-machine balance without compromising an ounce of CX. Moreover, AI-powered customer self-service has boosted their CX as customers no longer wait in queue for routine (now automated) transactions related to order management.

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Customer Experience Virtual Agent Average Handle Time Self service 55

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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Contact Center

NICE inContact

MARCH 28, 2018

Integration with CRM and other applications provide a complete customer context in terms of profile, interaction and transaction data that helps agents solve customer issues right, the first time. Average Handle Time (AHT) – This is one of the most significant metrics when it comes to driving down costs.

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Metrics Customer Experience Average Handle Time Self service 48

OctopusTech

JUNE 8, 2022

Call scheduling saves a lot of time for your company and call center representatives so that they can focus more on technical calls. Using a self-service tool such as a chatbot can be considered an automated interaction with customers and an AI-powered IVR is an example of automated interaction through voice.

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Call Center Interactive Voice Response First call resolution Chatbots 62