What’s the Latest in Conversational AI Self-Service for Voice and Chat?
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 speak. Instead of saying, “Tuesday doesn’t work for me. Can I see what appointments are available on Thursday?” we have to go through several steps of short-form responses to get to that point. It’s not natural for humans to converse in regular conversation with such severe brevity, leading to a frustrating experience.
Say goodbye to the days of speaking to an AI virtual agent that doesn’t comprehend in natural language!
SmartAction has been doing pretty amazing things in conversational AI self-service, and this month, we showcased our new developments at ICMI’s virtual event.
It starts with voice: from scheduling an appointment at a doctor’s office, vehicle make-model-year capture, alphanumeric capture, and placing a food order, there’s a lot that can be misinterpreted, making it even more challenging to get right in self-service. But our technology + CX experts = an intelligent virtual agent worth implementing.
It doesn’t stop there. Our chat capabilities include the latest in rich media chat: buttons for quick replies, carousels, location triangulation, and more.
Throw in the ability to channel switch from voice to text or chat to text. Customers get the best experience curated for interactions that need to be handled in more channels than one for the best and quickest resolution.
Altogether, these improvements and abilities give a cohesive customer experience that increases CSAT and NPS while saving money and reducing agent attrition.
Curious to see just how seamlessly our intelligent virtual agents handle these conversations? Check out our live demo below!