The jump from traditional “press zero” to cutting-edge AI solutions presents both a thrilling opportunity and a daunting challenge in the customer service world. Recent headlines, like the issues faced by Air Canada with its website chatbots, spotlight a critical junction in this journey: the choice of a self-service provider. In this incident with Air […]
The integration of conversational AI automation in the financial services sector is revolutionizing how businesses interact with their clients. As we venture further into the digital age, Artificial Intelligence (AI) and voice automation are becoming key players in enhancing customer experiences and streamlining banking operations. Let’s explore the pivotal role of automation in financial services, […]
Having a strong order management strategy can be a key differentiator for businesses. Businesses who thrive at building robust, complete customer journeys harness the power of automation to build self-service solutions in their order management strategy. Here you’ll learn best practices in building order management automation, while drawing insights from industry leaders like TechStyle and […]
While many dealerships have embraced automated scheduling online, a significant opportunity lies untapped in AI-powered voice scheduling. This specific application of AI technology stands to redefine customer service experiences in auto dealerships. The Untapped Potential of AI in Voice Channel Scheduling Despite the prevalence of online scheduling tools, many dealerships have yet to fully exploit […]
FORT WORTH, Texas, January 10, 2024 SmartAction, a leading provider of AI-powered virtual agents for customer-obsessed brands, is proud to announce a comprehensive brand refresh and the launch of its innovative NOVA (Natural Omnichannel Virtual Agent) agent design platform. This significant development underscores the company’s renewed commitment to its mission, vision, and values, alongside a […]
At SmartAction, we believe in the power of change. It’s not just about adapting to the evolving market; it’s about leading the charge. Today, we are excited to share with you a significant milestone in our journey — the launch of our brand refresh. This isn’t merely a change in our logo or colors; it’s […]
In the heart of the city stood a bustling contact center, a hub of endless calls and queries. This was where Alex, a visionary contact center manager, worked tirelessly to improve efficiency and customer satisfaction. However, the center faced challenges that seemed insurmountable – until Alex discovered the magic of conversational AI. The Beginning of […]
Customers prefer to handle things themselves. There are many reasons for it — speed, convenience, and ease among the top noted. Customers also expect their needs to be dealt with immediately as they arise. For 60% of customers, slow response times are a significant drawback, while a swift response is deemed essential for a satisfactory […]
Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. We’re not talking about the time-consuming interactive voice response (IVR) of the past that provided a less-than-optimal customer experience. The AI-powered voice assistants of today offer a seamless experience, reaching a virtual […]
In today’s fast-paced business landscape, customer self-service has become a pivotal aspect of delivering exceptional customer experiences. As we look towards 2024, the world of customer self-service is at a crossroads, with new challenges and opportunities on the horizon. Let’s explore the evolution of customer self-service, key trends for 2023, the benefits it offers, the […]
Most contact centers have an over-reliance on live agents for even the most repetitive and rudimentary calls and chats. With cloud-based virtual agents, you can automate conversations your live agents are handling today without sacrificing an ounce of CX.
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