Natural Language Intent Capture & Routing
AI-Powered Virtual Agents for Greeting, Intent Capture, and Routing
5 Best Practices for AI-Self-Service Without Compromise
What Are Virtual Agents for Natural Language Intent Capture & Routing?
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.
Virtual agents welcome customers with a natural language greeting: "How can I help you today?" Through natural language understanding (NLU), virtual agents are listening for one of dozens of intents, depending on your business and customer data. With AI-powered virtual agents, there are no wait times for customers to be routed. Plus, with 95% routing accuracy rates, virtual agents often outperform live agents because they are guaranteed to follow the same processes over and over without fail.
Learn how contact centers are replacing menu-based IVR systems with natural language self-service.
Which Natural Language Intent Capture Calls & Chats Can be Automated Using Virtual Agents?
What is the Customer Experience Like with a Virtual Agent?
Scenario 1: Greet & Route
Tammy is headed to a family reunion this summer in wine country. As the self-appointed trip organizer, she puts herself in charge of room reservations and transportation to and from the airport. Her first call is to Hotel Solerno to book nine rooms for her family. An AI-powered virtual agent makes it less hard for her to reach a live agent and book her group reservation.
Scenario 2: Greet & Transfer – Intent Capture Failure
Barney bought a shirt online for the first time a few weeks ago. He’s regretting it now because the shirt doesn’t fit and he needs to return it. He’s not a tech-savvy guy and generally is not comfortable talking to automated systems when he calls customer service. Watch the video to see how the virtual agent gracefully handles Barney’s difficulty interacting with the system.
Scenario 3: Account AuthenticationWhen Leslie calls into the Shoe Emporium, the virtual agent is able to match her caller ID to her account. This streamlines the authentication process since only zip code is needed to complete authentication. Since the virtual agent can send emails and/or texts, she is able to self-serve password reset.
Which Challenges Do Virtual Agents Help You Address?
- Effortless & personalized greetings
- Eliminate frustrating touchtone or directed dialog IVR menus
- Introduce conversational AI to the CX
- Seamless integration with contact center platform, CRM, ERP, and other systems
Sample Natural Language Intent Capture Conversation
Thanks for calling Jack’s Sporting Goods. How can I assist you today?
Open-ended prompt offers a more natural CX than touchtone IVR.
I just wanted to check on the shipping details of an order.
Customer information gets written to a new record in the CRM.
I can help you with order status. Is the name on the account Rebecca Goldstein?
Virtual agent is jacked-in to your customer data and uses caller ID to recognize the customer.
Great. I see one order of adidas women’s cotton fleece pants, size medium, and adidas women’s jogger size medium. The order has been shipped and is scheduled for delivery on Tuesday, November 12. Would you like to hear the tracking number?
Virtual uses its TTS engine to read out dynamic data such as clothing, medications, or electronics.
No that’s ok.
Is there anything else for today?
Yes I think it’s being shipped to the wrong address.
The request is outside the guardrails of where a virtual agent will provide a great CX, so it should be handed off to an agent.
No problem. One of our customer advocates can help you with that. Please hold on while I connect you.
Virtual agent will transfer along with all gathered data in a CTI screen-pop so that the live agent can pick up where the conversation left off.
Hi Rebecca, looks like we’ve got the wrong address for your order shipment. Let’s get this worked out for you.
Integrations – Natural Language Intent Capture & Routing
SmartAction integrates with every IVR, contact center platform, and data repository.
Your IT team simply needs to expose APIs to the same data accessed by live agents. The SmartAction CX team will determine the best ways to connect to your data.
- NICE inContact
- Other Legacy Systems
- Other Homegrown Systems
For the most human-centric AI design and implementation, choose SmartAction’s virtual agent solution.
Why Automate Natural Language Intent Capture & Routing with SmartAction?
Learn more about SmartAction’s obsession with LIFE LESS HARD™