Natural Language Intent Capture & Routing

AI-Powered Virtual Agents for Greeting, Intent Capture, and Routing

The Ultimate Guide to AI Self-Service Without Compromise

What Are Virtual Agents for Natural Language Intent Capture & Routing?

AI-powered virtual agents use conversational AI to automate the routine conversations traditionally handled by live agents. With SmartAction’s Omni-Bot™ feature, organizations typically start in voice, where the ROI is the greatest, then scale the same experience to chat or text for a complete omnichannel self-service strategy.

Learn more about virtual agents and what they can do

Virtual agents welcome customers with a natural language greeting: "How can I help you today?" Through natural language understanding (NLU), virtual agents are listening for one of dozens of intents, depending on your business and customer data. With AI-powered virtual agents, there are no wait times for customers to be routed. Plus, with 95% routing accuracy rates, virtual agents often outperform live agents because they are guaranteed to follow the same processes over and over without fail.

Learn how contact centers are replacing menu-based IVR systems with natural language self-service.

Which Natural Language Intent Capture Calls & Chats Can be Automated Using Virtual Agents?

Account Authentication

Greet & Route

Greet & Transfer

What is the Customer Experience Like with a Virtual Agent?
  • Scenario 1: Greet & Route

    Tammy is headed to a family reunion this summer in wine country. As the self-appointed trip organizer, she puts herself in charge of room reservations and transportation to and from the airport. Her first call is to Hotel Solerno to book nine rooms for her family. An AI-powered virtual agent makes it less hard for her to reach a live agent and book her group reservation.

  • Scenario 2: Greet & Transfer – Intent Capture Failure

    Barney bought a shirt online for the first time a few weeks ago. He’s regretting it now because the shirt doesn’t fit and he needs to return it. He’s not a tech-savvy guy and generally is not comfortable talking to automated systems when he calls customer service. Watch the video to see how the virtual agent gracefully handles Barney’s difficulty interacting with the system.

  • Scenario 3: Account Authentication

    When Leslie calls into the Shoe Emporium, the virtual agent is able to match her caller ID to her account. This streamlines the authentication process since only zip code is needed to complete authentication. Since the virtual agent can send emails and/or texts, she is able to self-serve password reset.
Which Challenges Do Virtual Agents Help You Address?
Virtual Agents Bots
  • Effortless & personalized greetings
  • Eliminate frustrating touchtone or directed dialog IVR menus
  • Introduce conversational AI to the CX
  • Seamless integration with contact center platform, CRM, ERP, and other systems
Sample Natural Language Intent Capture Conversation
  • Virtual Agent

    Thanks for calling Jack’s Sporting Goods. How can I assist you today?

    Open-ended prompt offers a more natural CX than touchtone IVR.

  • Customer

    I just wanted to check on the shipping details of an order.

    Customer information gets written to a new record in the CRM.

  • Virtual Agent

    I can help you with order status. Is the name on the account Rebecca Goldstein?

    Virtual agent is jacked-in to your customer data and uses caller ID to recognize the customer.

  • Customer


  • Virtual Agent

    Great. I see one order of adidas women’s cotton fleece pants, size medium, and adidas women’s jogger size medium. The order has been shipped and is scheduled for delivery on Tuesday, November 12. Would you like to hear the tracking number?

    Virtual uses its TTS engine to read out dynamic data such as clothing, medications, or electronics.

  • Customer

    No that’s ok.

  • Virtual Agent

    Is there anything else for today?

  • Customer

    Yes I think it’s being shipped to the wrong address.

    The request is outside the guardrails of where a virtual agent will provide a great CX, so it should be handed off to an agent.

  • Virtual Agent

    No problem. One of our customer advocates can help you with that. Please hold on while I connect you.

    Virtual agent will transfer along with all gathered data in a CTI screen-pop so that the live agent can pick up where the conversation left off.

  • Live Agent

    Hi Rebecca, looks like we’ve got the wrong address for your order shipment. Let’s get this worked out for you.

Integrations – Natural Language Intent Capture & Routing

SmartAction integrates with every IVR, contact center platform, and data repository.

Your IT team simply needs to expose APIs to the same data accessed by live agents. The SmartAction CX team will determine the best ways to connect to your data.

Contact Center/Telephony:

  • NICE inContact
  • Genesys
  • Avaya
  • Cisco
  • Mitel
  • Other Legacy Systems


  • Salesforce
  • Oracle
  • NetSuite
  • Magento
  • Other Homegrown Systems

For the most human-centric AI design and implementation, choose SmartAction’s virtual agent solution.

Why Automate Natural Language Intent Capture & Routing with SmartAction?
PROVEN: Industry-leading conversational AI for omnichannel self-service
SmartAction started as an AI research company and now has more than a decade in AI development. The core AI technology supports omnichannel self-service across hundreds of use cases. SmartAction customers automate in voice first, where the ROI is the greatest, then scale the same CX to chat and text. SmartAction is the only AI-powered self-service solution for customer service to be named “Gartner Cool Vendor,” the only company recognized by Frost & Sullivan as “The Leader in Self-Service,” and is currently the top-rated and most reviewed Virtual Customer Assistant solution on Gartner Peer Insights.
EASY: Outsource voice & chat automation for a human-centric CX without compromise
SmartAction delivers its proprietary conversational AI as a service through a team of CX experts rather than DIY software licenses. SmartAction’s CX team works for you day-in and day-out to improve performance until reaching perfection. You only need to assist our CX team with conversation design, data integrations, and unique business rules to set the virtual agent’s “guardrails.” This is how we keep our brand promise of delivering self-service automation without sacrificing an ounce of CX. Learn about implementation.
LOW RISK: Start small in 6-8 weeks and grow over time
Getting started with SmartAction couldn’t be easier or more affordable, with no large CapEx investment or professional services fees. Rather than rip-and-replace existing telephony investments, SmartAction augments your IVR with conversational AI for a nominal one-time setup fee and simple, pay-as-you-go usage pricing. There are no charges for upgrades or fees for making changes - the full suite of services from SmartAction’s CX team is included in the per-minute usage price. Organizations can start as small as they want to see how well customers interact with the system and realize the immediate ROI.

Learn more about SmartAction’s obsession with LIFE LESS HARD™

#1 Rated AI-Powered Virtual Agents for Contact Centers

5 Star Reviews

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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