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Blog Posts
- Emotional Intelligence-Driven Voice User Interface Design
- Conversational AI: Trends to Watch in 2023
- 2015: A Year in Review
- 2020 PREDICTIONS: Conversational AI Trends
- 3 Reasons Why You Should Start Every Conversation with AI
- 3 Things Make or Break your Conversational AI Experience
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- 5 Must-Track AI KPIs for Your Contact Center’s Success
- 5 Ways AI-powered Virtual Agents Improve CX in Utilities
- 5 Ways You’re Already Using Deep Learning
- 6 Customer Service Tips That Aren’t In The Job Description
- 6 Insights Into Customer Experience (CX) from a Conversational AI Expert
- 7 Automations Financial Service CX Teams Need
- A Human-Centric Approach to Virtual Agents Changes the Game For Customer Satisfaction
- A Natural Approach to Voice Automation
- Adding a Chatbot: Trust a Pro or Build it Yourself?
- AI Chatbots for Customer Service
- AI is Here to Stay: Recap of Customer Contact Week 2018
- AI Isn’t Coming…It’s Here
- Analysts Establish AI-enhanced Self-Service as a Category and Name First-Ever Leaders
- Ask Yourself These Questions Before Shopping for an IVR
- Automated Customer Service in the Call Center of 2050
- Automation & Your Agents: Working Together? Or Not So Much?
- Avaya Puts SmartAction Virtual Agents to the Test
- Bad Chatbots in the News: How to Choose an AI That Won’t Fail Your Customers
- Best Practices for Phone Self-Service in Healthcare
- BMW Ad Perfectly Illustrates the Inertia of Innovation
- Budget Savings Using Intelligent Voice Automation
- Build Your Omnichannel Call Center
- CAA Saskatchewan’s Smart Decision
- Call Center Success with Big Data
- Call Center Week 2015 Q&A with SmartAction SVP Steve Prodger
- Call Center Week 2016 – Trends & Observations
- Capacity Deepens Voice and Contact Center Capabilities with Two Acquisitions: SmartAction and Cereproc
- Conference Insider-Intelligent Assistants Conference
- Contact Centers Can Thrive in the Worker Shortage
- Conversation Flows: Intelligently Outline Customer Journeys Through Self-Service AI
- Conversational AI 101 – Know What You Don’t Know
- Conversational AI 101: NLU and IVR for Beginners
- Criminalizing the Robot Once Again
- CrmXchange Grills SmartAction on Top 10 Conversational AI Questions
- Customer Service Chatbots Are #Failing and Here’s Why
- Customer Service Methodologies
- Customers Are Lazy, Make Customer Service Easy
- Debunking 5 Conversational AI Myths
- Deciphering the Benefits of Voice Biometrics for Your Organization
- Does Word Error Rate Matter?
- Don’t Reward Callers for Using Profanity
- Eight Seconds or Less: A Guide to Outbound Calling
- Embracing Conversational AI for Contact Center Success in 2023
- Enhancing Auto Dealership Service Departments with AI-Powered Voice Scheduling
- Four Factors Driving Brands to Deploy AI-Powered Customer Service
- Four Ways to Deliver Five-Star Self-Service Options
- From Press 1 to IVA in Their Own Words
- From Q-and-A to Two-Way: Conversational AI is the Future of Voice Assistants
- From Skeptic to Believer: The Choice Hotels Story on AI-powered Virtual Agents for Voice
- From Tension to Resolution: 90 Seconds with a Virtual Agent
- Global Consumer Brand Dramatically Improves CX within 90 Days of Implementing Conversational AI
- Going Beyond Listening: The Importance of Understanding in Conversational AI
- Going Digital: The Building Blocks for Successful Chat Support
- Good Customer Service vs. Great Customer Experience
- Good CX Requires Great CX Design
- GPS Location Process Becomes Key Feature for SmartAction Clients
- How AI Automation Has Changed Customer Service Operations
- How AI Can Transform Your Contact Center’s Self-Service Strategy
- How an Intelligent Front Door Helps with AI Implementation
- How Automation is Transforming the Workplace
- How Demographics Affect AI Chatbot Usage
- How DSW Reduced Their Average Handle Time By 19%
- How Siri-like Virtual Assistants Have Taken Hold of the Call Center
- How to Meet Increased Customer Demands With Virtual Customer Assistants
- How Virtual Agents Help the Live Agent Workforce
- Human-Centered Design is the Heart in Intelligent Virtual Agents
- Human-Centered Design Is the Heart of Intelligent Virtual Agents
- Implementing a Traditional IVR Can Be a Painful Journey
- Improving Agent Retention in the Call Center
- In-Call Texting Helps Capture Emails Accurately
- Incorporating AI into Your Call Center
- Increasing Average Handle Time Is Better for Business
- Is Your IVR Provider PCI Compliant?
- IVA is the New IVR
- Machine Learning in Customer Service
- Meet NOVA, SmartAction’s NEW Virtual Agent Platform
- Mission Critical Service Must-Haves
- Natural Language vs. Directed Dialogue
- New Funding with Management Recapitalization to Fuel Accelerated Growth
- Optimizing Order Management: Best Practices for Automating Order Management
- Overhyped vs. Practical AI
- Passing the Turing Test: Tread Lightly!
- Phone Automation: Not as Bad as Advertised
- Predicting Conversations to Boost Customer Satisfaction
- Purchasing Power’s AI-Powered Virtual Agent Wins Top Honor for Excellence in Self-Service
- Q&A with “Excellence in Self-service Winner” – Frost and Sullivan
- Q&A: Designing a Self-Service Strategy with Your Customers and Agents in Mind
- Replace IVR Automation: Discover a Practical Use Case for Artificial Intelligence (AI) Automation
- Reshaping Healthcare Support: How Automation Answered Patient Care Challenges
- Richer Messaging: The Next Evolution in AI-Powered Customer Service
- Should You Be Personifying AI Self-Service Technologies?
- Should You Build or Buy Conversational AI Automation for the Contact Center?
- SmartAction + TechStyle = A Conversational AI Partnership at its Best
- SmartAction a Nominee for Los Angeles Business Journal’s 2015 Patrick Soon-Shiong Innovation Awards
- SmartAction Announces Availability of AI Powered Intelligent Self-Service Solution on Genesys AppFoundry
- SmartAction Announces Gary Davis as Chief Executive Officer
- SmartAction Announces Major Brand Refresh and Launch of NOVA Platform, Redefining AI-Driven Customer Service
- SmartAction Appoints Kyle Johnson as New CEO
- SmartAction Awarded 2015 Speech Technology Excellence Award
- SmartAction Awarded a 2015 CRM Excellence Award
- SmartAction chosen as a 2019 Red Herring Top 100 North America Winner
- SmartAction Executive Interview
- SmartAction Hires Experienced Sales Leaders to Drive Substantial Growth
- SmartAction Honored as “Best in Show” at Frost & Sullivan Executive MindXchange
- SmartAction Introduces Omni-bot™, the First Omnichannel Customer Self-Service Platform Powered by Artificial Intelligence
- SmartAction Joins inContact inCloud Ecosystem Partner Program
- SmartAction Named a “Cool Vendor” by Gartner in CRM Customer Service and Support, 2017
- SmartAction Named a Most Promising Telecom Solution Provider of 2015
- SmartAction Names Former Convergys CEO, David Dougherty, to Board of Directors
- SmartAction Partners with Henry Schein to Bring AI-Powered ‘Virtual Agents’ into Medical Practices
- SMARTACTION PARTNERS WITH OTTOMATION TO LAUNCH ‘OTTO’ THE VIRTUAL SERVICE ADVISOR FOR AUTOMOTIVE DEALERSHIPS
- SmartAction Presented Solutions at “Frost West” in Tucson, AZ
- SmartAction Ranked as a Fastest Growing Company in North America on Deloitte’s 2016 Technology Fast 500™
- SmartAction Receives Fifth Straight 2016 CUSTOMER Magazine Product of the Year Award
- SmartAction Releases State-of-the-Art Life Sciences Solution
- SmartAction Responds to Aggressive Adoption of its AI Virtual Assistant Solution for Call Centers, Appoints Brian Morin as Chief Marketing Officer
- SmartAction Responds to Pandemic with a No-Fee Rapid Response AI Solution to Rescue Contact Centers from COVID-19 Hold Times
- SmartAction Secures Additional Funding, Bringing Total Investment to $38 Million
- SmartAction Sees Record Growth Against Backdrop of Achieving Profitability
- SmartAction Solutions Now Rated “Avaya Compliant”
- SmartAction Teams Up with NFL QB Jameis Winston and Dr. Scott Kelley for Coronavirus Self-Assessment
- SmartAction to Present at the Montgomery Summit
- SmartAction to Showcase Top-Rated AI-powered Virtual Agent Solution at Enterprise Connect 2019
- SmartAction to Sponsor Consero’s 2015 Customer Experience Forum
- SmartAction Unveils New Go-To Market Team: A Triumphant Trifecta to Drive Growth and Customer Satisfaction
- SmartAction Wins New World Report’s 2023 Best Intelligent Virtual Agent Developer Award
- SmartAction Wins the Frost & Sullivan 2018 North American Product Leadership Award for Its AI-enhanced Customer Self-service Solutions
- Software as a Service vs. Managed Software as a Service
- Step 1 of 5: AI Self-Service Without Compromise – Identifying the Perfect Fit
- Step 2 of 5: AI Self-Service Without Compromise – Virtual Agents Need “Guardrails”
- Step 3 of 5: AI Self-Service Without Compromise – AI Without Data is Like a Race Car Without Fuel
- Step 4 of 5: AI Self-Service Without Compromise – Avoid Siloed Channels With a Unified, Omnichannel CX Platform
- Step 5 of 5: AI Self-Service Without Compromise – Human-Centric Design from a Team of CX Experts
- Super Bowl Sunday: AI Bots Make Their Debut
- SWBC Financial Group Partners with SmartAction to Provide Enhanced Self-Service Customer Support
- Thank you, Siri
- The #1 Time-Saver for Your Customers – Self-service AI
- The 4 Biggest Trends in the Customer Service Industry
- The AI-Powered Virtual Agent by Frost & Sullivan
- The Congressional Bill on AI: What it Means for Enterprises, Vendors, and the Future of AI
- The Current Landscape of AI-Powered CX
- The Definitive Guide: IVA vs IVR and What’s Right for Your Contact Center
- The DNA of an Intelligent Virtual Agent
- The Evolution of Customer Service AI: How SmartAction’s Brand Refresh is Setting New Industry Standards
- The Four Ways Call Centers Are Using AI Agents
- The Rapid Rise of Virtual Health Agents in Patient Access
- The Real Reason Callers Opt out of an IVR – Spoiler Alert… It’s Not for a Hug
- The ROI of Conversational AI: A Tale of More Than Just Numbers
- The Spirit of ‘And’
- The State of Customer Self-Service
- The State of Customer Self-Service Today
- The Story of Intelligent IVR
- Three Customer Experience Benefits That Will Make You Rethink Your Self-Service Strategy
- Three Reasons to Pay Attention to Your Weakest Channel
- Three Reasons to Upgrade Your IVR Self-Service
- Top 3 Reasons We’re Excited to be a 2016 Tech Fast 500 Company
- Tuning your IVR Self-Service for Optimal Performance
- Using AI to Improve Customer Service
- Using Old School Toll Free Numbers for New School Experiences
- Using Technology for Complex Customer Service Transactions
- Video (Part 1): How AI-Powered Virtual Agents Have Changed the Contact Center Landscape
- Video (Part 2): Frost & Sullivan Discusses the Cognitive Abilities of AI-Powered Virtual Agents
- Video (Part 3): Frost & Sullivan Shares Real Examples of Companies That Use AI-powered Virtual Agents
- Virtual Agents vs. Live Agents: The Battle for CSAT
- Warnings About AI from a Business Perspective
- What CTOs Should Know Before Implementing Conversational AI in the Contact Center
- What Is an AI-powered Virtual Agent and What Can It Do?
- What is Conversational AI?
- What Questions to Ask Your Vendors About Data Security
- What’s the Latest in Conversational AI Self-Service for Voice and Chat?
- Which Channel Do Customers Trust the Most?
- Why an AI Virtual Assistant Helped TechStyle Fashion Group Hire & Keep Better Call Center Agents
- Why an Omnichannel Call Center is Critical for a Successful Customer Experience
- Why Every Contact Center Manager Should Consider Voice-Driven AI
- Why Voice Matters: Conversational IVR Takes Customer Service to the Next Level
- Why You Need a Voice-Enabled Chatbot
- Will AI Really Replace My Job?
- Your New Year’s Resolutions for AI
