Visio Diagrams vs. Conversation Flows In the world of customer journey design, Visio diagrams are widely used as the primary way to visualize and demonstrate the possibilities a caller faces within an automated call center. With their complex vectors, webs, and graphs, Visios intend to outline every possible scenario, both good and bad, and the […]
Data security – one of the most prevalent topics in today’s headlines. As company after company like Delta and Best Buy are struck by onslaughts of data breaches, it is clear that there is a new reality – that everyone is at risk of having data compromised. With that being said, it is important to […]
Healthcare companies should know that using conversational Artificial Intelligence (AI) to automate more in the contact center will make all stakeholders happier and relieve the burden on operations. But given the complexity of all that Healthcare companies are dealing with, it can be hard to prioritize or even know where to begin. Using these best […]
Stephen Hawking was often referred to as the greatest physicist since Einstein, and he is viewed as a hero by many who feel he taught the world much more than cosmology and theories on gravity. His story is objectively inspirational, having outlived Lou Gehrig’s disease by more than 50 years while at the same time […]
Artificial Intelligence: the buzzword of all buzzwords. AI has been talked about for months and years on end, with businesses finally beginning to insert it into their planning and priorities. But one of the things that we have heard a lot is that many people within these businesses do not totally understand what it means. […]
Amid the dozens of Super Bowl ads vying for the top spot as most memorable, one that stuck out to us was Sprint’s depiction of Evelyn, the advanced AI robot who advises her creator to switch wireless carriers.* Whether or not you work in Artificial Intelligence and technology, the ad is clever enough to make […]
This blog was adapted from our November 2017 webinar, Designing a Self-Service Strategy With Your Customers & Agents in Mind, where we identified the Intelligent Front Door as a great way to practically introduce AI to your call center automation strategy. “The process of determining what to automate can be a journey because there are […]
With the onset of a world dominated by artificial intelligence (AI), people have been wondering just what the future of AI will be. Many people predict AI will save all human kind, while others suspect it will be the end of human kind. One thing’s for sure, AI is here. For the people who fear […]
Identifying where and how to implement Artificial Intelligence is one of the biggest challenges companies face when considering self-service. After hearing this from leading companies in the industry, we asked SmartAction’s Director of Client Solutions Kim Cox to share typical advice she gives clients. In our recent webinar, she details the areas where clients have […]
As more businesses introduce chat, social media, and even video channels to their omnichannel contact center, it is easy to forget about the evolution of the traditional voice channel thanks to virtual customer assistants. Many CX leaders are expecting a phone line that is somehow less busy than before. Indeed, according to the Deloitte 2017 […]
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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