Human-Centric Design, Process, and Services
Automate more with AI-powered virtual agents.
SmartAction’s Automation as a Service model delivers its proprietary AI technology along with a dedicated team of CX fanatics, who guide and shepherd you through the transformation to voice and chat automation for the most human-centric AI experience possible.
SmartAction CX experts closely monitor, tune, and enhance the application over time as part of a never-ending pursuit of perfection, which is why dozens of Fortune 500 customers outsource their customer self-service needs to SmartAction.
All of this is delivered with a nominal one-time setup fee and a predictable usage pricing model.
Stage 1: AI-Readiness Assessment + ROI
SmartAction’s team of CX fanatics takes a consultative approach to guide you through AI transformation, so your business can reap the benefits of virtual agents without sacrificing one ounce of CX, which is the SmartAction brand promise.
The first step in considering customer self-service begins with an AI-Readiness Assessment to identify the simple to complex call types or chats handled by live agents that can be automated. SmartAction CX experts study your top call drivers, conversation flows, unique handling rules, and volumes to identify the perfect candidates for AI automation.
The assessment concludes with projected containment rates, call center deflection, reduction in live agent handle time, and expected ROI for each call type, so the scope and savings are in full view prior to any commitment.
Stage 2: Implementation
What might otherwise take a year to develop with traditional IVR professional services, SmartAction can deliver in 6-8 weeks. Here’s why: SmartAction’s Artificial Intelligence has two decades of development that has been purpose-built for the contact center with thousands of pre-developed components that span every industry and hundreds of use cases. This means SmartAction’s CX team configures pre-built components according to your specific business rules and needs.
SmartAction’s cloud-based virtual agents integrate seamlessly with your existing contact center technology - no special hardware or systems are required. This enables you to quickly and easily automate one call type or chat at a time for the lowest risk implementation possible. Your contact center simply routes calls and chats to SmartAction virtual agents, who either complete the conversation or transfer to your live agents with a screen pop of gathered data, so they can pick up where the virtual agent left off for the finishing touch.
Our process is to implement in the voice channel first, then scale the same solution digitally to web chat, messaging apps, and text for a seamless omnichannel experience. You’ll be amazed to discover how AI-powered virtual agents actually outperform live agents across dozens of repetitive call types and chats. Unlike a human agent, a virtual agent only needs to be trained once to provide a consistent and “perfectly-trained” experience to your customers.
Stage 3: Ongoing Services
Once the application goes into production, the SmartAction CX team works closely with you to monitor calls, analyze data, and tune the application over time. For every conversation that isn’t fully contained within automation, there is close inspection to identify why. With the assistance of AI machine learning, the most common reasons for live agent transfer can be identified, so the application can be continuously modified to improve completion rates within automation until reaching a “perfectly trained” virtual agent experience.
The SmartAction CX team obsesses over every detail of the customer experience, so you don’t have to. They live-and-breathe a process of perpetual improvement in which containment rates and customer experience continue to improve over time.
Your CX team consists of specialists from process to design. There are customer advocates who listen to calls and speak for the customer, success managers who ensure ROI and CX goals are met, conversation flow experts who ensure maximum containment, and much more. SmartAction’s human-centric approach to AI transformation ensures the optimal self-service experience for your customers.
“We are able to automate a third of our calls into customer care at a fraction of the cost of live agents. The team at SmartAction is very talented. They worked very closely with us to integrate, and provide ongoing support at the highest level.”
“SmartAction has been very easy to work with and very responsive. They were effective at ramping up from hundreds of transactions to tens of thousands.”
“SmartAction is a great company to work with. They know how to cater to our unique business needs. I would recommend them to any company that is looking to have a partner for self-service deflection (voice bots and chat bots).”
“SmartAction will surprise you on capabilities. The sky is the limit with a lot of features.”
“We have used their services for close to 5 years and have never experienced any issues. I would highly recommend them.”