SmartAction
NOVEMBER 15, 2023
In today’s fast-paced business landscape, customer self-service has become a pivotal aspect of delivering exceptional customer experiences. As we look towards 2024, the world of customer self-service is at a crossroads, with new challenges and opportunities on the horizon. Key Trends in Customer Self-Service 1.
AWS Machine Learning
MARCH 31, 2023
The key to making this approach practical is to augment human agents with scalable, AI-powered virtual agents that can address callers’ needs for at least some of the incoming calls. Gartner’s Customer Service and Support Leader poll estimates that live channels such as phone and live chat cost an average of $8.01
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SmartAction
FEBRUARY 13, 2024
Having a strong order management strategy can be a key differentiator for businesses. Businesses who thrive at building robust, complete customer journeys harness the power of automation to build self-service solutions in their order management strategy.
SmartAction
APRIL 1, 2021
AI-powered virtual agents have come a long way since the days of “Press 1 for billing. Press 2 for enrolling in new energy service.” This allows AI-powered virtual agents to follow complex dialogue at the rate of normal conversation — yes, even alphanumerical interactions, the most challenging type to capture.
Speaker: Tom Lewis, CEO of SmartAction
This means more and more companies are implementing cloud-based virtual agents that automate conversations traditionally handled by live agents, all of which can be done across several different channels. How to design “lanes” for virtual agents to outperform live agents. Tune in to discover: Where to start.
DMG Consulting
AUGUST 16, 2022
IVAs: Self-Service Solutions that Work. Customers prefer the expediency of self-service, but they will not sacrifice a good experience for convenience. Intelligent virtual agents are omnichannel by design, allowing organizations to interact with customers in multiple channels, even during the same conversation.
TechSee
MARCH 19, 2019
Modern contact centers are made up of a complex combination of humans and virtual assistants – using both natural and artificial intelligence – operating over multiple channels and using a wide range of tools to solve customers’ issues. Customer care center metrics in the era of self-service clearly require a different approach.
Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group
The answer may surprise you - 75% of customers think that calling is the most effective way to get a response from you, which means your agents are spending potential 30 hours/week on repetitive calls instead of more complex issues that do require human judgment and critical thinking. Unsurprised? How TechStyle saved $1.1M
Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group
Adapting to a post-COVID world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Also joining is SmartAction, who manages the AI-powered CX for more than 100 brands.
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