Data Gathering & Authentication

AI-Powered Virtual Agents for Authentication, Surveys, and More

5 Best Practices for AI-Self-Service Without Compromise

What Are Virtual Agents for Data Gathering & Authentication?

AI-powered virtual agents use conversational AI to automate the routine conversations traditionally handled by live agents. With SmartAction’s Omni-Bot™ feature, organizations typically start in voice, where the ROI is the greatest, then scale the same experience to chat or text for a complete omnichannel self-service strategy.

Learn more about virtual agents and what they can do

Data Gathering & Authentication self-service solutions reduce agent handle times, allowing agents to focus on high-value tasks instead of mundane and repetitive processes. Offload routine data gathering calls and chats from customer service reps to AI-powered virtual agents. By seamlessly integrating with your CRM or ERP, virtual agents use natural language processing (NLP) to collect any data type, from alphanumeric strings to names and places - all the things live agents do.

Which Data Gathering & Authentication Calls/Chats Can be Automated Using Virtual Agents?

Customer Authentication

Customer Experience Survey

Enrollment

Gift Card Activation

Insurance Policy Verifications

Loss Claim Information

Prequalifications

Process Rebate Status Requests

Product Registration

Caller Registration

Surveys

Voucher Redemption

WOTC Qualifications

What is the Customer Experience Like with a Virtual Agent?
  • Scenario 1: Patient Authentication

    Juan is the longtime caretaker for Ruth Finnegan, an elderly woman who receives medical supplies covered by Medicare. He is authorized to call her medical supplier for new prescriptions. At this point, he is comfortable speaking with the virtual agent because the HIPAA-compliant authentication process is simple and fast.

  • Scenario 2: Product Registration

    To celebrate her first paycheck at her new job as a project manager, Lauren just bought a new TV. The store clerk recommended that she call the manufacturer to register the device, in case she ever needs to get it serviced. These calls can be challenging for some self-service systems, but watch the video below to see how SmartAction virtual agents make this process less hard for Lauren.

  • Scenario 3: Account Authentication

    Leslie has so many online shopping accounts that she often forgets which password belongs to which account. As she’s submitting an order for a new pair of shoes, her username and password to Shoe Emporium isn’t working and neither is the ‘Forgot my password’ process online. But she knows she has an account. Watch how an AI-powered virtual agent verifies her account and helps her move on quickly.

Which Data Gathering & Authentication Challenges Do Virtual Agents Help You Address?
Virtual Agents Bots
  • Reduce average handle times (AHT) for live agents
  • Comply with data security standards (i.e. HIPAA, GDPR) and company verification policies
  • Optimize live agents for tasks that require the human touch
  • Validate multiple pieces of data quickly and effectively
Sample Data Gathering & Authentication Conversation
  • Virtual Agent

    You’ve reached the Virtual Electronics product registration line. To get started, please tell me the phone number you want associated with the new device.

    Routine, repetitive data gathering tasks like product registration are perfect for virtual agents.

  • Customer

    712-299-1585

    Customer information gets written to a new record in the CRM.

  • Virtual Agent

    Got it. Do you have the serial number handy?

    Human-centric conversation design.

  • Customer

    Yes.

    Customers have the option to say, “Wait” or “Hold on” if they do not have information ready, or “Where is it?” if they cannot find the information.

  • Virtual Agent

    Ok. Please say it whenever you’re ready.

  • Customer

    R as in Robert, 8, 7, 6, Z as in Zebra, 6, 5, 8, H, Z as in Zebra.

    Alphanumeric capture.

  • Virtual Agent

    I’ve matched that serial number to a PowerSound 2.0 Bluetooth speaker. Is that correct?

    Virtual agents are jacked-in to database in order to properly identify products by serial number.

  • Customer

    Yes.

    If the customer said “No,” business rules would guide the virtual agent to transfer to a live agent to preserve the CX.

  • Virtual Agent

    Great. Please tell me where you purchased the speaker, such as Best Buy or Target.

    Examples will give the caller context about what kind of response to give, which improves containment.

  • Customer

    Best Buy.

  • Virtual Agent

    And what was your date of purchase?

    Date capture is a pre-built component in the AI “brain,” so we don’t have to train the system to handle this question for each new application.

  • Customer

    Three days ago.

    Natural language intent capture.

  • Virtual Agent

    To confirm, you bought it on December 12th, 2019. Correct?

    AI-powered virtual agents have advanced cognitive abilities to do something intelligent with what was said.

  • Customer

    Yes.

  • Virtual Agent

    Great. Your registration is all set. Is that all for today?

    Virtual agents can complete data gathering calls in up to half the time it takes live agents.

  • Customer

    Yes.

  • Virtual Agent

    Thanks for registering your Virtua speaker. Have a great day!

Integrations – Data Gathering & Authentication

SmartAction integrates with every IVR, contact center platform, CRM, and ERP.

The most important integration for Data Gathering & Authentication is with your CRM.

Your IT team simply needs to expose APIs the SmartAction CX team, who will determine the best ways to connect to your data.

CRM:

  • Salesforce
  • Oracle
  • NetSuite
  • Other Homegrown Systems

Contact Center / Telephony:

  • NICE inContact
  • Genesys
  • Avaya
  • Cisco
  • Mitel
  • Other Legacy Systems

For the most human-centric AI design and implementation, choose SmartAction’s virtual agent solution.

Why Automate Billing Calls/Chats with SmartAction?
PROVEN: Industry-leading conversational AI for omnichannel self-service
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SmartAction started as an AI research company and now has more than a decade in AI development. The core AI technology supports omnichannel self-service across hundreds of use cases. SmartAction customers automate in voice first, where the ROI is the greatest, then scale the same CX to chat and text. SmartAction is the only AI-powered self-service solution for customer service to be named “Gartner Cool Vendor,” the only company recognized by Frost & Sullivan as “The Leader in Self-Service,” and is currently the top-rated and most reviewed Virtual Customer Assistant solution on Gartner Peer Insights.
EASY: Outsource voice & chat automation for a human-centric CX without compromise
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SmartAction delivers its proprietary conversational AI as a service through a team of CX experts rather than DIY software licenses. SmartAction’s CX team works for you day-in and day-out to improve performance until reaching perfection. You only need to assist our CX team with conversation design, data integrations, and unique business rules to set the virtual agent’s “guardrails.” This is how we keep our brand promise of delivering self-service automation without sacrificing an ounce of CX. Learn about implementation.
LOW RISK: Start small in 6-8 weeks and grow over time
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Getting started with SmartAction couldn’t be easier or more affordable, with no large CapEx investment or professional services fees. Rather than rip-and-replace existing telephony investments, SmartAction augments your IVR with conversational AI for a nominal one-time setup fee and simple, pay-as-you-go usage pricing. There are no charges for upgrades or fees for making changes - the full suite of services from SmartAction’s CX team is included in the per-minute usage price. Organizations can start as small as they want to see how well customers interact with the system and realize the immediate ROI.

Learn more about SmartAction’s obsession with LIFE LESS HARD™