Intelligent virtual agents are zeros and ones that make up a human’s approach to simulate humanity as best as possible. That’s the simplest way to describe them to any time traveler from an age before 1956 who lands in 2021 and is trying to figure out what kind of accent they hear on the other […]
Search any topic on the internet, and you’re going to experience two outcomes: truth and misinformation. Nowadays, it’s hard to decipher which is which as we experience inundation from sources left and right in a 24/7 news cycle that doesn’t take a rest day. Conversational AI is a topic that gets fuzzy with the overselling […]
While the summer sun shone down on the Vegas strip, SmartAction’s CMO, Brian Morin, stood in front of an audience at Customer Contact Week showcasing how SmartAction’s technology and expertise in customer experience have helped TechStyle Fashion Group see impressive ROIs such as $1M in a quarter in headcount costs. Aarde Cosseboom, Senior Director of […]
Since the dawn of conversational AI integrating into contact centers, one thing has been heard repeatedly… The robots are here to take our jobs! – Someone in recent history at some point or another Yet when examining the facts versus fiction that sentient bots are here to end the live agent workforce, the opposite is […]
Whether it’s using the self-checkout station or resetting your password, one thing is certain — customers love self-service. Or perhaps, they hate waiting even more. Either way, the demand for customer self-service options has been trending upwards in recent years and skyrocketed exponentially last year, largely in part due to COVID. The pandemic forced many […]
While there are many different facets to conversational AI, virtual agents, and the technology as a whole, one aspect to recognize when considering and implementing a solution is customer experience. Customer experience (CX) is the impression a customer has of your brand or company. It shapes how a customer sees your brand from the beginning of their journey […]
Let’s set the scene. Our friend Alex is enduring a lot of stress at one time; He’s unable to get his car working and has somewhere to be. Relief is just on the horizon of the phone call he’s placed — that relief being roadside assistance coming to the rescue with a jump or a tow. It […]
Let’s be honest. The last situation anyone wants to encounter when facing an issue is a voice on the other side of the line that cannot perceive human interaction. Whether it’s reporting an outage or making a payment, customers want the least amount of interaction friction, and in the past, calling into a customer service […]
Picture this: a customer is browsing through your company’s website searching for a pair of shoes they’ve been dying for. They’re in luck. The stock has just been replenished, and they are now the proud owner of a pair. 5-7 days later, a brown box arrives on their doorstep. It’s a quick hit of dopamine, […]
Who is Better at Making Customers Happy? Whether your company uses CSAT, NPS, CES, or some other metric to measure customer satisfaction, one thing is certain — customer satisfaction plays a critical role to a company’s financial success. In the battle to maintain customers’ loyalty and drive repeat business, many brands leverage customer satisfaction as […]
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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