Featured case study

Legal & General America Achieves NPS of 73 with AI-Driven CX

Legal & General America is committed to providing affordable life insurance and high-touch customer service. With the objective to enhance the customer experience through digital transformation, LGA enlisted SmartAction to automate common insurance inquiries and payment capabilities.

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ENMAX Energy Customers Embrace AI Self-Service for Payments

With a customer base of 690,000 and growing, Alberta-based utilities company ENMAX Energy was seeking customer service beyond live chat and calls — they wanted to provide their customers an always-available solution where customers could resolve payment-related issues anytime. Therefore, they began their search for the right AI technology..

Choice Hotels Reduced Confusion Transfers by 5% with AI-Powered Voice Virtual Agents

Choice Hotels, the 2nd largest hotel franchiser in the world, took the stage for the virtual Customer Response Summit hosted by Execs In The Know. For the first time, they spoke out about their bumpy journey to getting a conversational AI experience worth talking about…

Penske Drastically Reduces Customer No-Shows with AI Strategy

To reduce customer no-shows, Penske was relying on live agents to call customers to confirm appointments. This process proved time consuming and costly, driving Penske to evaluate options to leverage Conversational AI for self-service. Penske sought a partner who was capable of building a solution with advanced logic, context, and scheduling…

AAA Reduces Operating Costs by 66% by Handing Their Most Precious CX to AI

AAA, a top 25 most-trusted brand, was struggling to support their members with emergency roadside assistance. Stranded motorists, desperate for help, would call in only to put on hold, waiting in a long queue to speak with a live agent. Since AAA clubs strive to maintain the highest customer…

Brightree Drives $1.88m in Patient Collections with AI-Powered Virtual Agents

In healthcare, the importance of a human conversation is second to none. Brightree aimed to maximize the quality and frequency of their human conversations by offsetting dialogues better suited for self-service. Brightree sought a partner that would help them introduce Artificial Intelligence to…

Purchasing Power Achieves 17% Improvement in NPS with AI-Powered Virtual Agent

Purchasing Power has the immense task of handling a huge range of customer care requests. As they scaled their operations, Purchasing Power’s customer contact center was pressured to do more with less, while prioritizing an exceptional customer experience…

Major Hotel & Casino Operator Eliminates Hold Times with AI-Powered Virtual Agent

Supporting the call volume for dozens of hotels and casinos through one contact center creates a massive scalability challenge, especially if each incoming call needs to be answered by a live agent for routing. One of the largest global hospitality and entertainment companies turned to SmartAction to streamline their front door and routing with an AI-Powered Virtual Agent…

Global Retailer Assesses Their First 6 Months with Virtual Agents

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 tips for other contact center leaders…

DSW Drives 30% CSAT Improvement and Saves $1.5/Year with AI-Powered Virtual Agents

Scaling a contact center from 50 agents to 500 agents in under eight years is no small feat. As DSW Shoe Warehouse aggressively moved into the eCommerce space, its successes resulted in an influx of customer contacts. Meanwhile, customer expectations continue to rise as retail customers demand personalized, omnichannel, and transparent customer experiences…

Legal & General America Achieves NPS of 73 with AI-Driven CX

Legal & General America is committed to providing affordable life insurance and high-touch customer service. With the objective to enhance the customer experience through digital transformation, LGA enlisted SmartAction to automate common insurance inquiries and payment capabilities…

TechStyle Fashion Group Handles Volume Spikes with Virtual Agents

As a subscription service, TechStyle billed members on a monthly basis and found itself vulnerable to volume spikes that came along with the billing cycle. Forecasting and staffing were an ongoing challenge due to these spikes, making it was costly and difficult to staff up each month…

Top Office Supply Retailer Saves 15% in Live Agent Costs with Improved Order Return Process

On top of managing 2,200+ retail stores, the business has an abundant global online presence, resulting in an influx of orders. Returns have become a critical aspect of ecommerce, with 30% of online purchases ending up returned and 92% of consumers…

Fidelity Resolves Customer Payment Issues with AI Virtual Agents

Fidelity needed a solution that would help customers complete payments. With the help of SmartAction, Fidelity has been able to solve these payment issues and, in turn, obtain great CSAT results. Learn more about their experience and the results of them implementing SmartAction’s AI technology.

High Power Technical Services Saved $1.6 Million in their First Year of Using SmartAction IVA®

As an incredibly busy company with a limited number of agents, High Power Technical Services has been able to improve a multitude of metrics using SmartAction IVA®, from on-time performance and completion rates to customer satisfaction. Hear from John Wells, IT Infrastructure Manager at…

Group O Drove Over 20% Cost Savings in Less Than 18 Months with SmartAction

SmartAction provided Group O, an end-to-end service provider, with a robust voice self-service AI solution that would pull the redundant human transactions out of our call center, saving them money and helping their clients achieve their goals in an innovative way…

Leading Healthcare Company Automates 75,000 Conversations/Month with AI Virtual Assistant Service

J&B Medical was facing long authentication times and difficulties retaining agents on their customer service team. Unable to sustain their agent churn in the Detroit area, J&B had to turn to an outsourcer to help offload call volumes…

Royal Caribbean Cruises Decreases AHT by 47% with AI Virtual Agent

Boasting over 35 ships visiting 300+ global destinations, Royal Caribbean stands as the second-largest cruise line in the world. With the idea of integrating operational efficiency with seamless customer experience, Royal Caribbean partnered with SmartAction to bring AI virtual agents to their customers…

Telarus Transformed Their Customer Experience by Offering a Unique Call Center AI Technology

Telarus needed to drastically reduce their contact center call volume to keep their live customer service reps focused on calls that required a human experience. Hear from Ray Hicken, VP of Sales at Telarus, how SmartAction helped Telarus tackle this goal through virtual agents…

Major Home Insurance & Warranty Provider Implements Virtual Agents and Reduces Operating Expenses by 47%

Dispatching hundreds of thousands of service providers every year from one contact center is a costly, labor-intensive operation. One of the nation’s largest home warranty providers turned to SmartAction to automate this complex process with…
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