Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. That shift is being driven by advances in conversational AI, which uses advanced speech recognition and natural language processing to automate more calls, chats, and texts than ever before. Delivery over the cloud has made integration […]
IVR automation has been around for awhile, but for the most part, it just hasn’t been very good. It’s also been expensive and difficult to deploy. Everyone knows the limitations of IVR systems, and customers have a gag reflex when they hear most call automation. It’s hard to blame them. The cost and effort to […]
In November 2018, SmartAction’s AI-powered virtual agent solution was successfully tested by Avaya in its DevConnect program, a developer community and marketplace for third-party products that interoperate with Avaya technology (read news release). Only those solutions that extend the value of Avaya’s network are featured in Avaya’s DevConnect Marketplace after successfully completing formal joint compliance […]
Watch Part 1 of the Video Series, or watch Part 2. AI Self-Service Solutions Demonstrate Their Impact The world of technology is changing rapidly and innovations abound. This is no less true in the pursuit of an improved CX, where advanced speech recognition capabilities have finally allowed contact centers to access the vast cognitive abilities […]
Watch Part 3 of the Video Series: Frost & Sullivan Shares Real Examples of Companies That Use AI-powered Virtual Agents. Level Setting at a Time of Rapid Change AI-powered virtual agents present significant potential to improve the customer experience (CX) in the contact center. The advantages of automating more customer care-related processes are real and […]
Watch Part 2, Frost & Sullivan Discusses the Cognitive Abilities of AI-Powered Virtual Agents. Practical Solutions at a Time of Rapid Change AI-powered virtual agents present significant potential to improve the customer experience (CX) via call center automation. According to recent surveys by Frost & Sullivan’s Stratecast team, 20% of all companies have plans to […]
Call centers aren’t just handling calls anymore, now that customers have so many ways to communicate with brands. Every organization should be working towards an omnichannel call center, where customers can seamlessly move between channels. Recently, SmartAction CEO Tom Lewis, along with Director of Marketing Charlie Schrier, discussed how an omnichannel call center improves customer […]
In the contact center, it isn’t often that a new category of technology emerges. But as more and more companies are turning to conversational AI solutions to enable self-service automation over voice and chat, the analyst community has identified the need to create a distinct category for these cloud-based virtual agent solutions that mimic live […]
Conversational chatbots were one of the leading marketing disruptors in call center automation last year, but fell in popularity as companies discovered the complexity of sustaining an efficient and successful chatbot. Unfortunately, many companies discovered this all too late and have invested too much time and money to back away. So what makes chatbots so […]
A better alternative exists for call centers that still use live agents for even the most routine and repetitive inquiries. It’s artificial intelligence (AI), and it is being incorporated into existing call centers – with a low amount of effort – to benefit both the business AND its customers. In our recent thought leadership webinar, […]
Electrolux, the 2nd largest home appliance manufacturer in the world who sells under a variety of brand names worldwide like Frigidaire and AEG, made the transformation to AI-powered virtual agents six months ago to automate more in their contact center. Ross Tudor, Head of Electrolux’s Customer Engagement Center, shares their rollout, results, and best practice […]
The following is an excerpt from Frost & Sullivan’s white paper, “The AI-Powered Virtual Agent: Actionable Strategies for Contact Center Leaders.” Read the full paper to find out how leading companies are using cloud-based virtual agents to automate more in their contact centers. “When it comes to the contact center specifically, companies are still focused […]