About Us

Cloud-based Virtual Agent Solution
About Us

SmartAction is the leading provider of AI-powered virtual agents for contact centers. Our cloud-based virtual agents leverage natural language processing (NLP) to automate calls, chats, and texts that live agents handle today. Founded as an Artificial Intelligence (AI) research project in 2002, SmartAction is now the leading provider of conversational AI solutions for CX-obsessed contact centers looking to outsource all of their self-service automation needs.

Our Ethos

At SmartAction, there is one singular mission that drives everything we do. We call it LIFE LESS HARD™. It’s a mission statement about making LIFE LESS HARD for everyone – LESS HARD for customers to self-serve and LESS HARD for contact center leaders to make the transition to AI automation.

First, let’s talk about your customers. They don’t want to wait on hold – ever. They don’t want to talk to a person if it can be avoided. They want to help themselves, but with self-service that works – a virtual agent that can understand them in natural language over the phone, chat, or text. No one wants to contact customer service, but when they do, it should be LESS HARD at your company.

Creating an effortless self-service experience for your customer requires world-class AI to capture intent and act intelligently upon it. However, getting to that effortless experience--where the technology is so good that it’s invisible to the user--requires more than the best AI. It also requires world-class CX experts. It requires a human-centric design that puts CX above all else so the technology becomes transparent. This is why SmartAction delivers its proprietary software as a service instead of DIY software licenses. SmartAction’s team of highly trained CX experts work for you day-in and day-out as an extension of your team, living and breathing a process of perpetual improvement until reaching perfection. This dedication is what makes SmartAction more of a ‘CX’ company than an ‘AI’ company.

Second, let’s talk about you, the contact center leader. The transition to voice or chat automation with your existing IVR or contact center platform vendor can feel like a journey to Mars – expensive, long, and who knows if it can even be done. It’s likely you’re already doing some simple automation with your IVR now, and if there’s nothing wrong with it, keep it. SmartAction will help you automate more. We make the entire transition to more automation fast, low risk, and near frictionless. In other words, LESS HARD.

We deliberately don’t say “easy.” We know better; you know better. There’s nothing easy about architecting great customer service. However, we can say we make your LIFE LESS HARD than any other AI automation vendor. Here’s why:

  • No costly upfront professional services fees – just a nominal one-time setup fee
  • Flat per-min-usage charge to handle calls via the cloud
  • Extend the capabilities of your current IVR and Telephony investment
  • Low-risk implementation by starting as small as one call type or chat at a time
  • Go live in 6-8 weeks, regardless of your industry
  • Team of CX experts work tirelessly to perfect your applications day-in and day-out
  • Automate in voice then scale the same experience digitally for an omnichannel strategy over phone, chat, and text
  • Service model enables you to simply outsource all of your voice and chat automation needs
  • Cloud-based solution seamlessly integrates with an IVR, contact center platform, and data repository

Values we live by

Be Bold

There are no yes-men or yes-women here.

Act With Integrity

We understand how our actions impact those around us.

Have Passion

We care about every conversation.

Commit to Collaboration

We are community builders and recognize everyone as a partner with whom we can succeed.

values-we-live-by

  • Be Bold

    There are no yes-men or yes-women here.
  • Act With Integrity

    We understand how our actions impact those around us.
  • Have Passion

    We care about every conversation.
  • Commit to Collaboration

    We are community builders and recognize everyone as a partner with whom we can succeed.

R&D project founded by entrepreneur and AI futurist Peter Voss

2002

Saw market opportunity to develop a AI-powered voice self-service product and improve customer service experiences

2007

Launched first client application

2009

Named Preferred Vendor by American Automobile Association (AAA) & Canadian Automobile Association (CAA) for AI-powered self-service

2014

Upgraded AI platform with proprietary speech recognition and Natural Language engine

2016

Deloitte Tech Fast 500

2016

Introduced Omni-bot™ - the first AI-powered omnichannel self-service platform

2017

Gartner Cool Vendor

2017

Strategic growth investments from new investors

2018

Named The Leader in AI-enhanced Customer Self-service by Frost & Sullivan

2018
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