On the heels of $33 million in strategic growth investments, the Los Angeles-based company onboards proven business executives for expansion in both direct and partner channels El Segundo, CA – March 1, 2018 — SmartAction, provider of the first omnichannel customer self-service platform powered by AI, today announced that it has hired two highly experienced […]
Artificial Intelligence: the buzzword of all buzzwords. AI has been talked about for months and years on end, with businesses finally beginning to insert it into their planning and priorities. But one of the things that we have heard a lot is that many people within these businesses do not totally understand what it means. […]
Amid the dozens of Super Bowl ads vying for the top spot as most memorable, one that stuck out to us was Sprint’s depiction of Evelyn, the advanced AI robot who advises her creator to switch wireless carriers.* Whether or not you work in Artificial Intelligence and technology, the ad is clever enough to make […]
As consumer adoption of Artificial Intelligence-powered devices reaches an inflection point, SmartAction is poised to expand its market leadership in enterprise AI with customer service solutions. El Segundo, CA, February 5, 2018 — SmartAction, provider of the first omnichannel customer self-service platform powered by AI, today announced that it secured $33 million in strategic growth […]
This blog was adapted from our November 2017 webinar, Designing a Self-Service Strategy With Your Customers & Agents in Mind, where we identified the Intelligent Front Door as a great way to practically introduce AI to your call center automation strategy. “The process of determining what to automate can be a journey because there are […]
With the onset of a world dominated by artificial intelligence (AI), people have been wondering just what the future of AI will be. Many people predict AI will save all human kind, while others suspect it will be the end of human kind. One thing’s for sure, AI is here. For the people who fear […]
Identifying where and how to implement Artificial Intelligence is one of the biggest challenges companies face when considering self-service. After hearing this from leading companies in the industry, we asked SmartAction’s Director of Client Solutions Kim Cox to share typical advice she gives clients. In our recent webinar, she details the areas where clients have […]
As more businesses introduce chat, social media, and even video channels to their omnichannel contact center, it is easy to forget about the evolution of the traditional voice channel thanks to virtual customer assistants. Many CX leaders are expecting a phone line that is somehow less busy than before. Indeed, according to the Deloitte 2017 […]
Customer service professionals often fear that advanced technology will gut workforces and remove the human touch from customer communications. But it’s now clear that the opposite is true. Technology, like smart IVR, allows for more innovative, meaningful, and ongoing customer engagement thanks to its ability to streamline processes. Customer service teams are actually expanding and, […]
Alexa, Google Home, and other rapidly advancing digital assistants have increased customers’ willingness to engage with machines as they have come to not only expect, but appreciate their conversational nature. This attitude shift is transforming how traditional call centers should be doing business – using conversational AI-powered virtual agents to deliver positive user experiences and […]
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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