Intelligent Voice Automation (IVA®)
SmartAction takes the dull, frustrating call center Interactive Voice Response (IVR) and makes it productive again with the use of 100% Natural Language Processing and Artificial Intelligence. The system allows users to easily complete many complex, but repeatable, customer service requests that would normally be handled by a live agent.
Use IVA® to Deliver Value
- Conversational: Put “butts in seats” without hiring or staffing up because IVA® can handle requests that live agents are typically needed for, meaning fewer callers on hold and frustrated.
- Proactive: Reduce customer effort with more proactive and effective processes, including outbound calls with dynamic capabilities.
- ROI: Realize ROI faster because we go live in three months or less. Then, build on it as we enhance and tune the system.
- Reimagine: Begin to transform your contact center in preparation for the future of customer service.
IVA® Features
Artificial Intelligence
- Extends beyond traditional IVRs and enhances transition from technology to agent (and vice versa)
- Deploy applications super-fast – most core functionality, procedures, and grammars are already built
- Automate complex calls you never thought possible
Average 70 Days to Go Live
Cloud-Based Platform
- Minimal IT resources and time commitment
- Save on expensive equipment and installation fees — because you don’t need them
- Scale with peak call volumes
$0 Investment
Omnichannel
- Once configured in voice, deploy any combination of SMS text, web chat, Facebook Messenger, or Skype
- Avoid disparate implementations and create seamless experiences
1 Build, Multiple Deployments
State-of-the-Art Speech Recognition
- Let customers speak conversationally
- Callers can pause and redirect conversation (“wait,” “hold on,” “can you go back?”) at any time
- Capture long alphanumeric strings (i.e. serial numbers, VIN, Customer ID, etc.)
20% Better Recognition than the Industry-Leading ASR Engine
Conversational Design Using 100% Natural Language
- Mimic the agent experience at a lower cost
- Give customer control of their call
- Use technology to emulate how agents handle processes and calls
>80% Savings Over Live Agents
No Fees
- Benefit from application enhancements, ongoing tuning, 24/7/365 Platinum Support, and maintenance at no additional charge
No End of Life
Integrates with Any Backend System Already in Place
- Requires significantly less IT effort
- Double your return on your web services investment with no incremental effort
Dozens of Pre-built Integrations
Cutting Edge Background Noise Detection
- Never perpetually repeat, “I’m sorry, I didn’t get that.”
- Boost CSAT scores instead of caller frustration
IVA® CSAT ≈ Agent CSAT
Call Recording on 100% of IVA® Calls
- Access any call that went through IVA® for evaluation or QA purposes
- Get quarterly analyses on caller engagement, success rates, and common issues with proposed solutions
- Meet all PCI and HIPAA compliance standards
Unlimited Access to Reporting Portal
Voice Talent with Matching Text-To-Speech
- Quick, easy, and FREE changes to conversation flow with TTS
- Use voice talent for an even more engaging call experience
Fully Aligned with Your Brand
Proprietary Voicemail Detection
- Benefit from industry-leading voicemail detection that accurately recognizes when to converse with live customers vs. when to leave a message
- Allow for callbacks directly to IVA® that perform same task as original outbound call
96% Voicemail Detection
Agile Deployment Approach
- Run a Pilot solution to examine success and ROI before committing to long term solution
- Low upfront cost, pay for usage
