Blog

While the summer sun shone down on the Vegas strip, SmartAction’s CMO, Brian Morin, stood in front of an audience at Customer Contact Week showcasing how SmartAction’s technology and expertise in customer experience have helped TechStyle Fashion Group see impressive ROIs such as $1M in a quarter in headcount costs. Aarde Cosseboom, Senior Director of […]

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Customers prefer to handle things themselves. There are many reasons for it — speed, convenience, and ease among the top noted. Customers also expect their needs to be dealt with immediately as they arise. 75% of customers say the most critical part of customer experience is fast response time. So, it’s no shock that many customers […]

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Since the dawn of conversational AI integrating into contact centers, one thing has been heard repeatedly… The robots are here to take our jobs! – Someone in recent history at some point or another Yet when examining the facts versus fiction that sentient bots are here to end the live agent workforce, the opposite is […]

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While there are many different facets to conversational AI, virtual agents, and the technology as a whole, one aspect to recognize when considering and implementing a solution is customer experience. Customer experience (CX) is the impression a customer has of your brand or company. It shapes how a customer sees your brand from the beginning of their journey […]

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Let’s set the scene. Our friend Alex is enduring a lot of stress at one time; He’s unable to get his car working and has somewhere to be. Relief is just on the horizon of the phone call he’s placed — that relief being roadside assistance coming to the rescue with a jump or a tow. It […]

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Let’s be honest. The last situation anyone wants to encounter when facing an issue is a voice on the other side of the line that cannot perceive human interaction. Whether it’s reporting an outage or making a payment, customers want the least amount of interaction friction, and in the past, calling into a customer service […]

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Picture this: a customer is browsing through your company’s website searching for a pair of shoes they’ve been dying for. They’re in luck. The stock has just been replenished, and they are now the proud owner of a pair. 5-7 days later, a brown box arrives on their doorstep. It’s a quick hit of dopamine, […]

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Word Error Rate (WER) is a common metric for measuring speech-to-text accuracy of automatic speech recognition (ASR) systems. Microsoft claims to have a word error rate of 5.1%. Google boasts a WER of 4.9%. For comparison, human transcriptionists average a word error rate of 4%.  If you are a contact center leader looking to automate […]

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The COVID-19 pandemic is exposing frailties in our already strained US healthcare system. To cope with the surging number of COVID-19 cases, some hospitals are suspending elective procedures and converting operating rooms to ICUs. Medical resources and staff are being diverted to help with testing and treatment of patients diagnosed with the coronavirus. For healthcare […]

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