SmartAction product overview
SmartAction is a cloud-based, AI-powered, virtual agent solution designed to simplify the automation of the repetitive conversations handled by live agents. Built for contact centers, the solution has seamless integrations to existing contact center technology and data sources.
The solution delivers its conversational AI solution as a service through a team of CX experts who guides brands through the transformation to automation. SmartAction works with businesses to create an environment where intelligent virtual agents are handling complex customer requests in every medium — voice, SMS text, chat, and social media. It uses technology to fundamentally improve the way customers communicate with the brands they love.
This contact center automation software is powered by artificial intelligence infused with art speech recognition capabilities. SmartAction can handle calls from customers and respond to them like a live customer service agent. For businesses, SmartAction takes out the problems that come with live agents who have to deal with decision trees that make work complicated. The software’s powerful AI not only recognizes the voices of their customers, but speeds up processes such as scheduling appointments and outbound marketing calls or collecting customer information.
Pros of SmartAction
- SmartAction combines artificial intelligence with speech recognition capabilities, providing businesses with a solution that accelerates customer self-service and all related processes.
- The software’s AI provides instant solutions to queries and requests, helping more customers while increasing revenue.
Cons of SmartAction
- Some users who customized the software for their businesses reported experiencing occasional lags while using the system.
Breakdown of core features
SmartAction provides features that use conversational AI technology and natural language processing (NLP) to mimic live agent behavior.
Accounts and membership services
SmartAction’s AI-Powered Virtual Agents can be used for Authentication and Rewards. These AI-powered virtual agents use conversational AI to automate the routine conversations traditionally handled by live agents. The solution can automate accounts or membership calls and chats for conducting account authentication, capturing mailing information, and changing or updating personal information. Businesses can also utilize the feature for the creation of new accounts, password/pin reset, conducting credit checks, as well as managing loyalty rewards, memberships, and rewards claiming.
Billing and payments
The solution’s Omni-Bot™ feature helps organizations automate calls and chats related to billing and payments, including account crediting and refunds, balance inquiries, and charge descriptions. Organizations can also handle checking of payment status and credit card notifications through automation.
SmartAction’s Virtual Agents can handle outbound and inbound collections. The solution can help address contact center overhead for collection activities. It can collect payments through automated outbound calls and texts and increase collection rates.
Natural language intent capture and routing
The solution also uses virtual agents to welcome customers with a natural language greeting. Through natural language understanding (NLU), virtual agents are listening for various intents, depending on the business and customer data. With AI-powered virtual agents, there are no wait times for customers to be routed. SmartAction has a high routing accuracy rate, making virtual agents outperform live agents. The software’s Virtual Agents can greet and route, transfer, and handle account authentication.
(Last updated on 02/02/2022 by Liz Laurente-Ticong)