FORT WORTH, Texas, January, 17, 2023 — SmartAction, a leading provider of intelligent virtual agent (IVA) solutions, today announced that Kyle Johnson has been appointed Chief Executive Officer effective November 2022. Johnson, an energetic entrepreneur was selected after an extensive search and rigorous selection process by the Board. “Kyle is the best person to lead […]
FORT WORTH, Texas, January, 17, 2023 — In October 2022, SmartAction attended Customer Contact West conference by Frost and Sullivan. The event provides attendees with the opportunity to learn about the latest trends and technologies in the contact center industry, as well as network with other professionals and vendors. SmartAction stood out at the conference […]
Conversational chatbots are one of the top market disruptors in call center automation. Beginning in 2017, the use of chat bots in call centers grew in popularity and became widely utilized. However, in recent years their use has declined as businesses have learned how difficult it is to properly maintain a chatbot that actually helps customers to accomplish their goals. Learning through trial and […]
Artificial Intelligence is what makes automating voice conversations possible. Companies such as Google and Amazon are continually bringing new iterations of conversational AI technology into the mainstream and integrating different applications of machine learning into our everyday lives. Asking Alexa to play your favorite podcast and have her quickly play it for you is made possible […]
Agent attrition. These two words are enough to make any call center manager cringe these days. While historically, the rate of agent attrition averages between 35% to 40%, that number has risen dramatically in part due to the ongoing pandemic and the Great Resignation. These days, new hire turnover is sometimes higher than 90% in […]
FORT WORTH, Texas, March 1, 2022 — SmartAction, a leading provider of AI-powered virtual agents for customer service, announces the launch of Otto, its service scheduling solution for auto dealerships. Otto is a virtual service advisor that helps customers schedule automotive service appointments such as oil changes, scheduled maintenance, and other repairs at any time of day. The AI-powered […]
Software as a Service and Managed Software as a Service have their similarities, and that likeness is evident in their names. Yet the difference isn’t as simple as the additional word of “managed.” Their distinctions go beyond that and change the true meaning of each service. What is Software as a Service (SaaS)? Software as […]
Whether you’re calling it the ‘Great Resignation’, ‘Great Reshuffle’, ‘Great Recognition’, ‘Great Reprioritization’, ‘Great Contemplation’, (the list really does go on and on), one thing is certain — workers are quitting their jobs for an array of reasons: burnout, better opportunities, unhappiness & lack of fulfillment, poor pay, among others. NOTE: This blog post was […]
Customer experience has been on a path of transformation since the days of “Press 1 for…” Then came “You can say things like… pay my loan, check my balance, or transfer funds,” which became the new way to start a customer service conversation through traditional speech IVRs around 2016. During that time, customers had to […]
As humans in a modern world surrounded by technological advancements, we have our fair share of frustrations. When it comes to conversing with artificial intelligence, we tend to mold our replies in a way that allows a voice bot or chatbot the ability to interpret what we mean while sacrificing the way we would typically […]
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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