How DSW Reduced Their Average Handle Time By 19%
SmartAction
AUGUST 5, 2019
We realized there were opportunities to introduce automation to work hand-in-hand with our live agents – to help the interaction, rather than completely take it over. IVA is our new Virtual Agent powered by SmartAction, who interacts with our customers in a similar manner to a live agent. Q: Tell us about IVA.
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