Saturday, June 16, 2018

Smart Move....How Artificial Intelligence Can Transform Your Contact Center Operations

Alexa, Google Home, and other rapidly advancing digital assistants have increased customers’ willingness to engage with machines as they have come to not only expect, but appreciate their conversational nature. This attitude shift is transforming how traditional call centers should be doing business – using conversational AI bots to deliver positive user experiences and operational savings.  Identifying where and how to implement Artificial Intelligence is one of the biggest challenges companies face when considering self-service.  Read on to see how SmartAction has solved this issue, and many more, to enable true integration of AI into call center operations.

SmartAction was founded as an artificial intelligence research company and has since evolved into the leading provider of AI-powered customer self-service solutions. Their cloud-based platform is built for enterprises to satisfy growing expectations for self-service. They focus on building an environment where intelligent virtual agents are handling complex customer requests in multiple mediums such as voice, SMS text, chat, social media, and mobile. This leaves call center agents with time to focus on more meaningful, human-only conversations. SmartAction is currently working with over 85 clients today in the contact center space, they are taking conversational AI and helping those organizations create an easier and effortless customer experience. SmartAction typically comes in on the complex side of the conversations that most live agents are dealing with today. These are high-volume but low value-added conversations that most contact centers want to automate.  
So, what is IVA capable of handling 
  • Phone conversations  
  • Web Chat 
  • Skype 
  • Facebook Messenger 
  • Text Message  
SmartAction lowers the customer effort in many contact centers which give customers a better customer experience. They can deploy in a matter of four to six weeks so that your clients can realize ROI quickly. Most clients see immediate ROI with 60 percent savings over live agents, the ability to handle call surges without extra staffing, and 45 percent faster handle times on calls. It is a one-build, omnichannel engine which is done at a fraction of the cost saving you about 80-90 percent. There are a few ways to tell if your customer is a good fit for SmartActtion 
  • If they are talking about customer self-service (Any channel: Voice, SMS Text, Web Chat, Social Media)  
  • Advanced IVR/ASR needs (100% Natural Language) 
  • Omnichannel Artificial Intelligence (AI)  
  •  If they want a Virtual Agent 
  • CC call deflection  
  • Intelligent Front Door Routing & Authentication  
  • Are their agents taking high volume, repetitive calls that do not add revenue or value to the customer? 
  • Are they wanting to support customers 24/7?  

For free assistance designing a custom contact center technology solution from SmartAction, or from other contact center technology providers, simply ask at the following link.  It's as easy as 1, 2, 3.

Contact Center Solutions

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