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 managing your omnichannel virtual agent has never been faster or easier.
Users have the ability to design and edit call flows!
NOVA’s brand-new user interface is fully accessible to businesses, and offers a simple to use, friendly user experience to make it easy to build and edit call flows, access call transcriptions and recordings, review analytics data, and more.
Key User Interface (UI) Features:
Drag and drop Functionality:
Effortlessly create and customize virtual agents, without the need for code. NOVA features a drag-and-drop functionality so you can craft complex call flows, integrate elements, tweak greetings and responses, and shape customer journeys with the click of a button.
Pre-Built Steps:
NOVA features a complete library of pre-built steps, such as greetings, information collection, and issue resolution, that make it easy for you to drop into call flows. Combine these steps to quickly build tailored, customer-friendly call flows, ensuring consistency and reliability.
Transcription and Recording Data: All customer calls are recorded and transcribed within NOVA, and available to you within the intuitive dashboard. But no need to analyze this yourself – our Hypercare team utilizes this data to fine-tune and optimize your virtual agent after go-live.
Instant Call Flow Updates: update your call flows instantly! More adaptable than ever, NOVA allows for quick edits and instant publications of changes to reflect business updates or announcements in seconds. Whether responding to emergencies or market demands, NOVA ensures communications stay relevant and aligned with business needs.
Key Technology Features:
Multi-Location Capabilities
NOVA allows for a single Intelligent Voice Agent (IVA) to be deployed across multiple locations, with custom agent design and proprietary intent capture for fast-tracking conversations and customer self-service.
Multi-Language Capabilities
Our AI virtual agent empowers customers to effortlessly resolve support issues through voice, text, and chat, in over 90 languages, eliminating the potential for any language barriers.
Omnichannel Functionality
Omnichannel is designed to meet your customers wherever they are, for a seamless and consistent experience across voice, text, chat, or email. With NOVA, your virtual agents provide uniform support and maintain conversation context, no matter how your customers choose to interact with your business.
Top-Tier Integrations & Security
Security and Compliance: NOVA is designed with security and compliance and integrations at top of mind. Our customizable security settings offer unparalleled control, allowing you to tailor protections to your needs. Our process automatically redacts sensitive information to maintain high-level compliance, with flexibility for adjustments based on your specific requirements.
Comprehensive Integrations: Whether integrating with legacy systems, telephony, or the latest AI advancements, we outperform competitors in both speed and delivery, ensuring our clients receive the best possible solution in the shortest time.
Robust Guard Rails
Our AI’s guard rails confine our AI agents to defined parameters, ensuring that the virtual agent only retrieves validated data, enhancing communication reliability and minimizing miscommunication risks. For example, Air Canada was subject to a lawsuit by a customer when there was a discrepancy between their actual bereavement policy and the information their chatbot provided a customer — read our blog post, “Bad Chatbots in the News,” to learn more.
NOVA + Hypercare: Our Commitment to our Customers
Unlike many other AI providers, SmartAction provides service and optimization of our AI virtual agents for months after go-live. Based on a business’s specific needs, our hypercare team analyzes their customer interaction data and uses that to fine tune and optimize the AI virtual agent for 2-6 months after deployment to make sure it’s providing the best CX possible.
Features Recap
UseR Interface
- Drag and Drop Functionality
- Pre-Built Steps
- Transcription and Recording Data
- Instant Call Flow Updates
TECHnology
- Omnichannel Functionality
- Multi-Location Capabilities
- Multi-Language Capabilities
- Top-Tier Integrations & Security
- Robust Guard Rails
Service
- Hypercare Support: post go-live optimization and tuning of the virtual agent.
Further Explore NOVA & our Hypercare Support
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Meet NOVA, our Natural Omnichannel Virtual Agent
Discover the cutting edge features of NOVA’s friendly user interface, including drag & drop functionality, pre-built steps, and more.
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Hypercare: Dedicated Service & Support
Explore SmartAction’s Hypercare support service, post go-live tuning and optimization of your new AI virtual agent.
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NOVA Technology
Take a deep dive into NOVA’s key technologies, including compliance and security, integrations, omnichannel support, multi-location functionality, multi-language offerings, and more.
Stop tying up your queues and live agents with repetitive, monotonous tasks. Virtual agents with SmartAction can let your customers self-service on their time, and free up your live agents to handle more difficult conversations. Let us help take your contact center to the next level through AI voice, text, and chat.
Discover why we’re the top-rated Virtual Customer Assistant solution on Gartner Peer Insights and have been named “The Leader in AI-enhanced Self-Service,” by Frost & Sullivan.
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