July 16 2020

Conversational AI 101 – Know What You Don’t Know

At SmartAction, we design, build, and operate AI-powered virtual agents for more than a hundred brands, ranging from mid-sized companies to the Fortune 500.

That means we’ve done a lot of end-to-end customer journeys from “press 1” to “How Can I Help You Today?” As you can imagine, operating the AI-powered CX for some of the most trusted brands in the world means we’ve experienced every pitfall and peak imaginable over the last few years.

However, by this stage in our maturation, it’s gotten to the point where every customer journey has begun to feel like “Groundhog Day.” We educate then re-educate along every step in the journey. So we finally stopped and asked ourselves, what are the 5 things we wished every contact center leader understood before starting their conversational AI journey – whether that was with us or another vendor.

We put together an eBook as a compilation of that collective knowledge: The Ultimate Guide to AI Self-service without Compromise. It also highlights 15 real-world examples of AI-powered virtual agents on the bleeding edge of what’s capable today.

While it is comprehensive at 36 pages, it is comprehensive at a 50,000 ft level as an introduction to the subject on the most important “need-to-know” elements.

While most contact center leaders are world-class experts on their “human-powered CX,” often times very little is known about effectively designing and managing AI-powered interactions for a CX that rivals or exceeds customer service reps. Effective contact center leaders of the future will be ones who intimately understand the symbiotic relationship between their two most important resources – AI and humans – and how to best put them to use in concert with one another.

This guide is the first step towards that understanding. If interested in SmartAction, a good place to start is by not taking our word for anything 😉

Start first with our our customer reviews on Gartner Peer Insights that have made us the top-rated solution (4.8/5) or take a look at this short video below from 7 different customers

Automating Voice Conversations: What to Know Before Investing in Conversational AI

For busy contact centers, automating customer service calls can deliver the biggest cost savings. Problem is, it's all too easy to get wrong and deliver a poor customer experience. In this ebook, you'll learn how to overcome the biggest challenges during implementation, the importance of agent training and AI customization, and receive analyst recommendations.