NOVA AI Technology

Innovating Customer Engagement with SmartAction Technology

call recordings and transcriptions Screenshot Alt 1 2
SmartAction how conversational ai works

Technology You Can Rely On

At the heart of SmartAction’s innovative NOVA platform lies a suite of advanced AI technology capabilities, crafted to transform and humanize customer interactions across a spectrum of channels and languages. Our foundation in Natural Language Understanding (NLU) and Natural Language Processing (NLP) allows our virtual agents to comprehend customer inquiries in a way that mirrors human conversation, recognizing intent and sentiment with remarkable accuracy.

This deep understanding is complemented by Natural Language Generation (NLG), enabling our agents to generate responses that are not only contextually relevant but also convey the nuances of genuine human dialogue. Enhancing this capability, our Text-to-Speech (TTS) technology brings these interactions to life, converting text into natural-sounding speech. 

Powered by conversational AI, NOVA elevates every interaction, ensuring that communications are not just exchanges of information, but meaningful connections that enhance customer satisfaction and loyalty. Whether through voice, text, or chat, and regardless of the language spoken by the customer, our technology breaks down barriers, creating seamless, engaging experiences that reflect the care and understanding of your brand.

Our AI-driven solutions are designed with the dual goal of maximizing operational efficiency while preserving the warmth and personalization of human interaction, truly redefining what is possible in customer service technology.

AI Technology Pillars


Natural Language Understanding (NLU)

At the core of our AI technology lies Natural Language Understanding (NLU), a sophisticated capability that allows our virtual agents to comprehend customer inquiries just as a human would. NLU goes beyond recognizing words, diving deep into the intent and context of every interaction. This ensures that responses are not only accurate but also genuinely address the customer’s needs, making every conversation as meaningful and efficient as possible.

Natural Language Generation (NLG)

Completing the trifecta of our language capabilities is Natural Language Generation (NLG), which empowers our virtual agents to generate human-like responses in real-time. NLG allows our technology to not just understand and process language but to also create coherent, contextually relevant replies that cater directly to each customer’s situation. This ensures every interaction feels personal and thoughtful, significantly enhancing the customer experience.

Natural Language Processing (NLP)

Natural Language Processing (NLP) is the driving force behind our AI’s ability to interpret and manage human language. It’s what enables our system to analyze text or speech, understand its nuances, and determine the most appropriate course of action. With NLP, we can process vast amounts of natural language data, ensuring our virtual agents can engage in fluid, dynamic conversations with customers, bridging the gap between human and machine communication.

Proprietary Intent Capture

Proprietary Intent Capture

At the heart of SmartAction’s customer interaction model is our proprietary intent capture technology. This innovative process goes beyond simple keyword recognition, employing advanced AI to accurately identify the underlying intentions of customer communications. By understanding what customers truly need from their interactions, our virtual agents can tailor responses and actions with a high degree of specificity and relevance. This targeted approach ensures that customer queries are resolved efficiently and effectively, enhancing the overall service experience and streamlining operations for businesses.



In today’s global marketplace, speaking your customer’s language is more than a courtesy—it’s a necessity. SmartAction’s multi-lingual support empowers your business to engage with customers in their preferred language, breaking down barriers and enhancing understanding.


Coupled with our comprehensive omnichannel support, this capability ensures that whether it’s through voice, text, chat, or email, your customers receive a consistently exceptional and personalized service experience. By meeting customers on their preferred platforms and in their native language, SmartAction helps your business cultivate trust, loyalty, and satisfaction on a global scale.


SmartAction understands the importance of a connected ecosystem in delivering efficient customer service. Our REST API support facilitates easy integration of our AI virtual agents with your existing infrastructure, allowing for greater flexibility and customization.

Contact Center Integrations

Our extensive experience with integrating into leading contact center platforms—be it Genesys, Avaya, Cisco, or any other—ensures that your transition to enhanced AI-powered customer service is smooth and hassle-free. This seamless integration capability promises not just an uninterrupted and unified service experience for your customers but also streamlines your operations, making it easier to manage, monitor, and modify your customer service solutions as your business evolves.



Our innovative multi-tenant architecture redefines efficiency and scalability in AI-driven customer service. This robust framework allows multiple users to log into and operate within the same environment seamlessly. By sharing infrastructure and core systems, we not only maximize resource utilization but also enable rapid scaling to meet growing demands without compromising on performance or security. This approach ensures that all users benefit from continuous updates and innovations instantly, making our platform a dynamic solution that evolves with your business needs.

Low-Code Platform

Empowering your team to deploy and customize AI agents has never been easier, thanks to our low-code platform. Designed with user-friendliness in mind, our platform eliminates the need for extensive coding knowledge, opening up the world of AI to a broader range of professionals. With intuitive drag-and-drop capabilities, users can effortlessly construct, modify, and enhance AI agents to meet specific requirements or adapt to new challenges. This level of accessibility accelerates the deployment process and fosters a more adaptable customer service strategy, ensuring your virtual agents remain at the cutting edge of efficiency and personalization.


Telephony Connections

We bring unparalleled depth of experience to the table with our advanced telephony integration expertise. Our proficiency in weaving complex telephony systems into a cohesive, seamless service experience ensures your operations are never disrupted. With an average of 100% uptime, we are committed to ensuring your customer service is always on, always available. This relentless focus on reliability means your business can offer consistent, high-quality interactions, fostering trust and satisfaction among your customers.

Security & Compliance

Protecting your data is our top priority. Our platform is fortified with the highest levels of security and compliance certifications, including SOC2, PCI Compliance, and adherence to GDPR standards. This rigorous approach to data protection and privacy not only reassures your customers but also solidifies your reputation as a business that values and safeguards customer information. With SmartAction, you also get control at each level of your call flows.  You can be confident that your operations are secure and compliant with the latest regulations, giving you and your customers peace of mind.


Call Recordings

The clarity of our call recordings is a testament to our dedication to maintaining the highest standards of service quality. These high-quality recordings play a crucial role in refining AI interactions, ensuring our virtual agents continuously learn and improve from every conversation. This focus on capturing crystal-clear audio enhances our ability to analyze and optimize communication strategies, directly benefiting your customers with smoother, more effective interactions every time they call.

Accurate Transcripts

Accuracy is paramount at SmartAction, especially when it comes to the transcripts of customer interactions. Our commitment to generating high-quality, accurate transcripts is vital for refining AI performance and maintaining exceptional service quality. These precise records are instrumental in identifying opportunities for improvement, training AI agents, and ensuring accountability in every customer interaction. 

AI With a Human Touch: From Tech to Talk

Explore how our AI technology masterfully combines efficiency with empathy. Watch demonstrations of the transformative power of SmartAction’s technology, crafting interactions that expertly meet and exceed your customers’ expectations with human-like precision.

Want to hear more? Schedule a demo with us.

#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.

Request a demo and hear call samples from your industry!

Please fill out the form to subscribe to SmartAction email updates.

You can view our privacy policy here.

Please fill out the form below.