AI chatbots for customer service are on the rise – and it’s all thanks to the advancements in technology and natural language processing. In fact, over 80% of businesses are striving to implement AI chatbots into their contact centers by 2020. These automated helpers (if implemented and integrated correctly) can make things easier for businesses […]
Last week, we attended Customer Contact Week 2018 in Las Vegas, NV, along with 2,500 of the industry’s leading practitioners and vendors. As it came to a close, Dale Zwizinski, SVP of North American Sales, shared his thoughts on key takeaways and trends from the show.
The story of automation and job loss is a familiar one – and it’s one we’ve all heard before. The belief that automation would lead to unemployment first emerged in the early 19th century and is commonly attributed to the Luddites, a group of people who were vehemently against new technology and sought out ways […]
At the recent Tech Growth & Innovation Conference hosted by Gartner, many of the industry’s leading analysts presented on how businesses across the world needed to go digital. No matter which element of the business, finding ways to improve and optimize processes using digital technologies is a must. In customer care, the messaging-based channels are […]
Visio Diagrams vs. Conversation Flows In the world of customer journey design, Visio diagrams are widely used as the primary way to visualize and demonstrate the possibilities a caller faces within an automated call center. With their complex vectors, webs, and graphs, Visios intend to outline every possible scenario, both good and bad, and the […]
Data security – one of the most prevalent topics in today’s headlines. As company after company like Delta and Best Buy are struck by onslaughts of data breaches, it is clear that there is a new reality – that everyone is at risk of having data compromised. With that being said, it is important to […]
The cloud-based conversational AI platform has shown promising results in cost reduction, productivity, and scalability in the contact center EL SEGUNDO, CA (May 1, 2018) – SmartAction today announced the release of their newest solution offering, Omni-bot™ for the contact center. With the release, SmartAction demonstrates AI expertise in both voice and digital customer service […]
Healthcare companies should know that using conversational Artificial Intelligence (AI) to automate more in the contact center will make all stakeholders happier and relieve the burden on operations. But given the complexity of all that Healthcare companies are dealing with, it can be hard to prioritize or even know where to begin. Using these best […]
Stephen Hawking was often referred to as the greatest physicist since Einstein, and he is viewed as a hero by many who feel he taught the world much more than cosmology and theories on gravity. His story is objectively inspirational, having outlived Lou Gehrig’s disease by more than 50 years while at the same time […]
Selected from 4,000 nominated companies, SmartAction CEO Tom Lewis will present its latest technology and growth trajectory to exclusive audience of innovators, investors and business leaders El Segundo, CA (March 5, 2018) – SmartAction, provider of the first omnichannel customer self-service platform powered by AI, has been selected for the second time to present at […]
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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