Blog old | SmartAction by Capacity

September 26 2024

5 Must-Track AI KPIs for Your Contact Center’s Success

When you implement AI or automation into your contact center, it’s easy to get caught up in the excitement of new tech. But here’s the truth: if you’re not tracking the right AI KPIs, you’ll never really know if it’s working. Metrics are what give you the full picture, and without them, you can’t measure […]

April 30 2024

Meet NOVA, SmartAction’s NEW Virtual Agent Platform

Enter a new era of customer service technology with NOVA, your Natural Omnichannel Virtual Agent design platform. Our new agent design platform has a myriad of exciting new design features that give businesses the power to access and edit their call flows in a user-friendly interface, with exciting additional upgraded technologies! With NOVA, designing and […]

April 11 2024

A Human-Centric Approach to Virtual Agents Changes the Game For Customer Satisfaction

Virtual voice agents can be a blessing or a curse for your customers. Done right, they provide a rich, natural, personalized experience that soothes frazzled nerves and either swiftly provides a relevant automated answer or directs them to a live agent who can help. When it’s done wrong, callers are forced to endure labyrinthian menu […]

February 22 2024

Bad Chatbots in the News: How to Choose an AI That Won’t Fail Your Customers

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 […]

7 Financial Services Automations You Need

February 20 2024

7 Automations Financial Service CX Teams Need

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, […]

February 13 2024

Optimizing Order Management: Best Practices for Automating Order Management

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 […]

WP SITE_NEW Resources tiles (360 x 251 px)-4

February 7 2024

Enhancing Auto Dealership Service Departments with AI-Powered Voice Scheduling

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 […]

December 12 2023

The Evolution of Customer Service AI: How SmartAction’s Brand Refresh is Setting New Industry Standards

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 […]

December 8 2023

The ROI of Conversational AI: A Tale of More Than Just Numbers

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 […]

November 28 2023

4 Customer Service Calls You Should Automate

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 […]

Why Every CCM Should Consider Voice Driven AI

November 22 2023

Why Every Contact Center Manager Should Consider Voice-Driven AI

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 […]

November 15 2023

The State of Customer Self-Service Today

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 […]

Blog

Check Out Our Latest Blog Posts

#1 Rated AI-Powered Virtual Agents for Contact Centers

Please fill out the form to subscribe to SmartAction email updates.

Please fill out the form below.