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 adopt some type of AI-powered solution in the near future. Meanwhile, those surveys also […]
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 […]
In a time when customer expectations are continually rising, businesses have found that customers don’t just want great service – they want fast service. Customers are expecting faster, easier, and better service than ever before, and companies that have risen to meet these expectations have found great success. For instance, take a look at ride-sharing […]
You call your cable company excited about upgrading your entertainment plan – only to be put on hold for 20-plus minutes and stuck listening to continued elevator music interspersed with promos for other products and an occasional voice recognizing you’re still in a queue. You’re finally transferred to a live agent, who asks you a […]
TechStyle Fashion Group is one of the most innovative brands in the fashion and retail industry. They’re known through brands like Fabletics, Fabkids, JustFab, and ShoeDazzle, which offer a subscription model where members receive products selected by TechStyle’s “personal stylists” and based on their individual preferences. Their disruptive business model has helped them stand out […]
In an industry with fierce competition, it’s no longer just about the product or service – it’s also about the customer experience that occurs anytime a customer interacts with your brand. For this reason, companies have been slow to implement call center automation for call types and chats that are not on par with a […]
As a lifelong customer service professional, you’ve watched the customer service function change from necessary evil to cornerstone of business success. For so long, businesses found ways to cut costs and increase efficiency in the call center because it was always viewed as a “cost” center. But with today’s customer demands for experiences that are […]
