Tech Support

AI-Powered Virtual Agents for Tier 1 Tech Support, Troubleshooting, and More

5 Best Practices for AI-Self-Service Without Compromise

What Are Virtual Agents for Tech Support?

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

Tech support often follows the same steps over and over, making these calls/chats perfect for AI automation. By seamlessly integrating with your CRM or ERP, virtual agents use natural language processing (NLP) to help customers through basic troubleshooting steps, resetting devices, and much more - all the things live agents do.

Which Tech Support Calls & Chats Can be Automated Using Virtual Agents?

Equipment Troubleshooting

Tier 1 Tech Support

Troubleshooting (Hardware/Software)

What is the Customer Experience Like with a Virtual Agent?
  • Scenario 1: Tier 1 Tech Support

    Chris owns a small business and creates his own signage for the local promotional events he attends. His label printer has been acting up lately and it’s costing him paper. This has happened before and he thinks the printer just needs to be reset, but he does not remember how to reset it. Chris gives customer support a call and is helped through the steps by an AI-powered virtual agent.

  • Scenario 2: Troubleshooting

    Wendy, a retired nurse, loves to watch her soap operas in the afternoon, but the TV isn’t working today. She’s not very tech-savvy, so after pressing a few buttons on the remote, Wendy decides she may as well seek help before something else breaks. She locates her TV’s manual and dials the customer service number inside. Watch to see how the virtual agent helps Wendy get her TV working.

Which Tech Support Challenges Do Virtual Agents Help You Address?
Virtual Agents Bots
  • Call/chat deflection from live agents for routine troubleshooting
  • Automate without sacrificing an ounce of Customer Experience
  • Upskill agents to handle calls/chats that require the human touch
Sample Tech Support Conversation
  • Virtual Agent

    You’ve reached the technical support line. As a virtual agent, I can help with power and connection issues. Please tell me the problem you’re having.

    Virtual agent provides best CX by identifying what it handles best, with all others going to live agents.

  • Customer

    My television won’t turn on.

    Natural language intent capture.

  • Virtual Agent

    I can help you with power issues. I’ll take you through a series of steps to help troubleshoot the issue. Once you’ve completed the step, please say, “Continue,” to resume the instructions. First, is there anything near the bottom left or right hand corner of the TV that could be blocking the remote sensor?

    Human-centric AI design.

  • Customer

    Yes.

  • Virtual Agent

    Please remove the obstruction and try turning on the TV again. Did that work?

    Most tech support requires basic troubleshooting that is perfect for virtual agents.

  • Customer

    It sure did.

    Virtual agents deflect non-revenue generating calls/chats from the contact center to save on agent costs.

  • Virtual Agent

    Great. Is there anything else for today?

  • Customer

    No, that’s all.

Integrations – Tech Support

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

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.

Contact Center/Telephony:

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

CRM:

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

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

Why Automate Tech Support 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™