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 […]
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 […]
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 […]
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 […]
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, […]
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 […]
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 […]
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 […]
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 […]
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 […]
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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