AI-Powered Virtual Agents
Cloud-based Conversational AI Solution for Contact Centers
Replace touchtone or single-word command menus with 100% natural language
Upfront data gathering or form filling before passing to a live agent
Automate repetitive inbound calls, chats, and texts
Dynamic Outbound conversations over phone and text
SmartAction’s AI-powered virtual agents automate millions of simple to complex customer calls, chats, and texts with conversational Artificial Intelligence (AI).
Most contact centers have an over-reliance on live agents for even the most rudimentary and repetitive call types since natural language automation is beyond the capabilities of most IVRs. SmartAction’s cloud-based virtual agents make it easy to automate the repetitive conversations handled by live agents because it seamlessly integrates with every IVR and contact center platform.
CONVERSATIONAL AI SOLUTION
What started as an Artificial Intelligence research company in 2002, SmartAction has two decades of foundational development in AI, machine learning, and natural language processing/understanding (NLP/NLU) to mimic live agent behavior. SmartAction’s proprietary “AI-brain” has been purpose-built for contact centers with thousands of pre-developed components that fit together to automate hundreds of call types and chats across every industry, including dozens of Fortune 500 companies. Implementations take as little as 6-8 weeks, since the application merely needs to be tailored to meet business-specific needs.
SmartAction utilizes the industry’s most advanced speech recognition with proprietary NLP/NLU that has been trained and tuned for over 15 years. SmartAction’s “AI-brain” works much like the human brain: it understands context, extracts intent from what was said, then mimics live agent behavior to handle even the most complex requests, as long as there are defined business rules and access to the right data. SmartAction virtual agents only need to be trained once to ask the right questions at each point in
a conversation flow then account for every possible customer response in order to provide a “perfectly trained” agent experience.
What’s more, by connecting the SmartAction “AI-brain” to your customer data, the sky is the limit for a personalized and predictive customer experience. This means greeting customers by name, predicting why they might be calling/chatting, recalling information from previous conversations, offering context-specific prompts and responses, and improving performance over time with supervised machine learning, all of which help SmartAction clients offer a more human-centric AI experience for their customers.
HUMAN-CENTRIC DESIGN, PROCESS, & SERVICES
SmartAction’s Automation as a Service model delivers its proprietary AI technology along with a team of Customer Experience (CX) experts, who guide clients through the transformation to automation and provide ongoing services for the most human-centric AI experience possible. The SmartAction CX team takes a consultative approach by first identifying the perfect call types and chats that can be automated without sacrificing one ounce of CX, then delivers the ROI study on what that would mean for your business. SmartAction’s process is to implement in the voice channel first, then scale the same solution digitally to web chat, messaging apps, and/or text for a seamless omnichannel experience.
After a fast 6-8 week implementation in which the application is customized to your specific needs, the CX team continues as an extension of your team, tuning and enhancing the application over time until 100% of all calls and chats are contained within automation. The SmartAction CX team works closely with you analyzing data, monitoring calls, and perfecting the application as part of their process of perpetual improvement that elevates CX above all else. That’s why customer satisfaction scores consistently rank SmartAction virtual agents better than live agents. SmartAction is committed to the process of automating the right conversations the right way within a human-centric approach.
Implement virtual agent automation for a nominal one-time setup fee and predictable usage pricing model.
AUTOMATION MADE EASY
How We Integrate
See in the diagram above that with SmartAction, there is no need to add or replace systems since its cloud-based model integrates with every IVR and contact center platform, providing the low-risk flexibility to automate one call type or chat at a time. It’s that simple. Contact centers simply route calls and chats via PSTN or SIP to SmartAction’s cloud-based AI agents, who access customer data via webservice APIs, FTP, or any other means. The AI agent fully completes the conversation or transfers to a live agent along with gathered data, so the live agent can pick up where the conversation left off.
CLIENTS & CAPABILITIES
- Natural language front door for the largest Vegas hospitality chain, replacing touchtone or single-word command menus to easily route calls to one of 80 departments
- Roadside assistance for AAA clubs
- Billing and rewards management for Royal Caribbean Cruises
- Recalls and service appointments for Hyundai
- Order management for Office Depot
- Food orders for the largest global pizza chain
- Complex HIPAA-compliant patient authentication for J&B Medical
- Scheduling management for Penske
- Order management and membership services for TechStyle Fashion Group
- Product registration and Tier-1 tech support for Vizio and Electrolux