How It Works

Embark on delivering the best-in-class self-service journey with state-of-the-art AI tools and our specialized team of experts who support you at every step, for an experience that’s hassle-free for you and your customers.

Jump to Step 1

From initial design to go-live and beyond, we make your self-service journey engaging and effective.

01

Kick off & Design

At the heart of the implementation process lies a meticulous definition of data requirements and telephony integrations, tailored to align with your unique operational needs.

Collaboratively, you will work closely with a dedicated Project Manager and an adept Conversational Designer to craft the user Call Flow. This partnership ensures that the dialogue between your customers and NOVA is both natural and efficient, leading to a seamless and intuitive interaction that feels as comfortable as a conversation with a human agent.

By integrating these vital components early in the setup, NOVA is fine-tuned to provide an unparalleled customer service experience from the very first call.

SmartAction Team Members

• Project Manager
• Solutions Engineer
• Virtual Agent Builder

02

Build & QA

Upon finalizing the call flow specifications, SmartAction’s skilled team takes the helm, transforming the crafted designs into a functional reality. We construct the call flow with precision, ensuring every specified detail is implemented accurately to meet the bespoke needs of your business.

Following the build, our Quality Assurance (QA) experts rigorously test the application against the established Acceptance Criteria. This thorough examination guarantees that the call flow operates seamlessly, delivering a robust and reliable user experience that upholds SmartAction’s commitment to excellence in automated customer interactions.

SmartAction Team Members

• Virtual Agent Builder
• Project Manager
• Developers
• QA Analyst

03

UAT

Transitioning smoothly into the next phase, the SmartAction project team presents a fully functional application ready for User Acceptance Testing (UAT). At this crucial juncture, clients have the opportunity to engage with the application in a controlled environment, verifying its performance and ensuring alignment with their expectations.

Concurrently, the team diligently configures the production telephony infrastructure, setting the stage for a seamless Go-Live. This meticulous preparation underscores our dedication to a flawless deployment, as we edge closer to revolutionizing your customer experience with our innovative solutions.

SmartAction integrates with any CCaaS platform and telephony system via SIP or PSTN, in addition to the data sources and internal systems you use.

Smartaction Team Members

• Virtual Agent Builder
• NLU Expert
• QA Analyst
• Telephony Engineer
• Project Manager

04

Go-Live

With heightened attention to detail, we approach the final rehearsal before the grand premiere. Conducting an exhaustive End-to-End (E2E) test, our team collaborates with the client to rigorously evaluate the application’s readiness for live performance, leaving no stone unturned.

This critical step ensures every aspect of the service operates at peak efficiency and effectiveness. Upon successful completion and with confidence in its operational excellence, the application is transitioned into the Production environment, poised to deliver exceptional service to live callers.

As your virtual agent takes center stage, it does so with the assurance of having been tested in the crucible of real-world scenarios, ready to elevate the customer experience to new heights.

SmartAction Team Members

• Telephony Engineer
• Project Manager
• 24/7 Support Team

05

Hypercare

Once your virtual agent is live and interacting with the world, our dedication to excellence continues unabated. The SmartAction team engages in vigilant monitoring, ensuring the application’s performance not only meets but exceeds expectations.

Performance reports are meticulously analyzed, providing actionable insights that drive iterative enhancements. This process of continuous improvement is pivotal to refining performance and elevating the customer experience (CX).

As confidence in your virtual agent’s capabilities grows, we incrementally scale the volume, progressively enhancing the system’s robustness and the breadth of its reach, ensuring that every customer interaction is as seamless as it is satisfying.