FAQ

AI-Powered Virtual Agents for Frequently Asked Questions

5 Best Practices for AI-Self-Service Without Compromise

What Are Virtual Agents for FAQ?

AI-powered virtual agents use conversational AI to automate the routine conversations traditionally handled by live agents. With SmartAction’s Omni-Bot™ feature, organizations typically start in voice, where the ROI is the greatest, then scale the same experience to chat or text for a complete omnichannel self-service strategy.

Learn more about virtual agents and what they can do

Virtual agents are perfect for handling the routine and repetitive frequently asked customer questions that often end up with live agents. Offload these FAQ calls and chats from live agents to AI-powered virtual agents, which use natural language processing (NLP) to have multi-turn conversations with customers for store locations/hours, directions, parking information, policy information, and more - all the things live agents do.

What is the Customer Experience Like with a Virtual Agent?
  • FAQ – Healthcare

    David’s niece just had a baby, and he wants to visit her in the hospital. It’ll be a surprise because he lives a few hours away and told her that he might not be able to make it. To make sure his surprise isn’t foiled, he wants to call the hospital to confirm visiting hours. Watch to see how the virtual agent offers an experience that rivals a live agent for his FAQ call.

Which FAQ Challenges Do Virtual Agents Help You Address?
Virtual Agents Bots
  • Free up live agents from answering repetitive questions
  • Create effortless self-service experiences for FAQ
  • Call & chat deflection
Sample FAQ Conversation
  • Virtual Agent

    Thanks for choosing The Grand Hotel. How can I help you today?

    Natural language intent capture.

  • Customer

    I was wondering if you guys have a gym in the hotel.

    Self-service initiated through voice interfaces is set to grow 30% over the next four years.

  • Virtual Agent

    The Grand Hotel has a fitness center located on the third floor. It is accessible using your room key. Do you want to hear the hours of operation?

    Conversational AI allows virtual agent to hear what is said and do something intelligent with it.

  • Customer

    Hold on, let me grab a pen.

    Customers can say “hold on,” “go back,” or “repeat” at any point. The conversation handling is built into the virtual agent’s AI brain core.

  • Virtual Agent

    No problem, let me know when you’re ready to continue.

    Human-centric AI design.

  • Customer

    Ok I’m ready.

  • Virtual Agent

    The Fitness Center is open Monday through Friday from 5AM to 11PM, and Saturday and Sunday from 6AM to 9PM. Is there anything else for today?

    Virtual agent is jacked-in to your systems of record so it can pull the right information at the right time.

  • Customer

    No.

  • Virtual Agent

    Thanks for choosing The Grand Hotel and have a great day.

Integrations – FAQ

SmartAction integrates with every IVR, contact center platform, CRM, and knowledgebase.

Your IT team simply needs to expose APIs the SmartAction CX team, who will determine the best ways to connect to your data.

CRM:

  • Salesforce
  • Oracle
  • NetSuite
  • Magento
  • Other Homegrown Systems

Contact Center/Telephony:

  • NICE inContact
  • Genesys
  • Avaya
  • Cisco
  • Mitel
  • Other Legacy Systems

For the most human-centric AI design and implementation, choose SmartAction’s virtual agent solution.

Why Automate FAQ Calls & Chats with SmartAction?
PROVEN: Industry-leading conversational AI for omnichannel self-service
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SmartAction started as an AI research company and now has more than a decade in AI development. The core AI technology supports omnichannel self-service across hundreds of use cases. SmartAction customers automate in voice first, where the ROI is the greatest, then scale the same CX to chat and text. SmartAction is the only AI-powered self-service solution for customer service to be named “Gartner Cool Vendor,” the only company recognized by Frost & Sullivan as “The Leader in Self-Service,” and is currently the top-rated and most reviewed Virtual Customer Assistant solution on Gartner Peer Insights.
EASY: Outsource voice & chat automation for a human-centric CX without compromise
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SmartAction delivers its proprietary conversational AI as a service through a team of CX experts rather than DIY software licenses. SmartAction’s CX team works for you day-in and day-out to improve performance until reaching perfection. You only need to assist our CX team with conversation design, data integrations, and unique business rules to set the virtual agent’s “guardrails.” This is how we keep our brand promise of delivering self-service automation without sacrificing an ounce of CX. Learn about implementation.
LOW RISK: Start small in 6-8 weeks and grow over time
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Getting started with SmartAction couldn’t be easier or more affordable, with no large CapEx investment or professional services fees. Rather than rip-and-replace existing telephony investments, SmartAction augments your IVR with conversational AI for a nominal one-time setup fee and simple, pay-as-you-go usage pricing. There are no charges for upgrades or fees for making changes - the full suite of services from SmartAction’s CX team is included in the per-minute usage price. Organizations can start as small as they want to see how well customers interact with the system and realize the immediate ROI.

Learn more about SmartAction’s obsession with LIFE LESS HARD™