Call: (310)-776-9200 Email:sales@smartaction.com

Intelligent Voice Automation

Everyone wants automation that can help lighten the load of contact center agents. Customers like self-service options and they are more cost-effective for companies. But replacing your IVR is excruciating – long development times, huge capital investments, and an overall drain on your company.

new_homepage_graphic

 

 

How We Do It

Blog

make_it_easy

Customers Are Lazy, So Make It Easy!

People are lazy. In fact, if my computer understood me, I’d much rather be speaking this blog than writing it. And that’s the point: the best and easiest human to machine interface in many cases is actually voice, if only the machine understood… Background It used to be that the Net Promotor Score (NPS), a … Continue reading Customers Are Lazy, So Make It Easy!

September 6, 2016

By SmartAction

Read More
Untitled-1

Phone Automation: Not as Bad as Advertised

If you’re an NPR junkie like our CEO Tom Lewis, then you likely heard the recent discussion about automated phone help, accompanied by this article on the Marketplace website. Why is automated phone help so bad? The idea is that companies use a lot of tricks that force customers into frustrating and high effort experiences. … Continue reading Phone Automation: Not as Bad as Advertised

August 9, 2016

By SmartAction

Read More
ccw2016

Call Center Week 2016 – Trends & Observations

A few weeks ago we participated in Call Center Week 2016 and now that I’m back in the office I wanted to reflect a bit on a couple of the themes and industry trends I noticed while at the event. Omni-Channel – By this point we’ve all heard the term Omni-Channel so it’s no surprise … Continue reading Call Center Week 2016 – Trends & Observations

July 21, 2016

By SmartAction

Read More
omnichannel_graphic

Which Channel Do Customers Trust the Most?

If you’re in Customer Service, you’ve heard of omnichannel—in fact, you’re probably sick of the term. If you haven’t heard of it, think of omnichannel as a seamless experience for the customer across all channels. So if a customer begins buying an item online, but chooses to call the company to enter the payment information, … Continue reading Which Channel Do Customers Trust the Most?

June 27, 2016

By SmartAction

Read More
EmotionalIntelligence_BlogPhoto

­­­Emotional Intelligence-Driven Voice User Interface Design

(This blog originally appeared on ptpinc.com on Thursday, May 19, 2016. It has been reposted in its original version with permission from the author.) In a recent series of radio ads that feature a bereft and primitive attempt at a telephone customer experience, Ruby Receptionist entreats us to “rediscover the lost art of human interaction.”  Have our … Continue reading ­­­Emotional Intelligence-Driven Voice User Interface Design

June 16, 2016

By SmartAction

Read More
_callcenterof2050_

The Call Center of 2050

The call center of the future… it’s an intimidating thought. It’s likely to look a lot different than the call center of today. But what does that really mean? I’d like to explore the Call Center of 2050 in this blog. At the turn of the century, many thought that technology spelled eventual doom for … Continue reading The Call Center of 2050

June 1, 2016

By SmartAction

Read More
AI_blog_photo

Overhyped vs. Practical AI

Like many other technological fields, the artificial intelligence industry is very trend-driven. From chatbots to cloud computing services, every week brings a new buzzword to our Twitter feeds and favorite tech blogs. In 2012, the New York Times featured a front-page story about deep learning, shortly followed by articles on IBM’s Watson, machine learning, and … Continue reading Overhyped vs. Practical AI

May 10, 2016

By SmartAction

Read More
deeplearning

5 Ways You’re Already Using Deep Learning

To put it simply, deep learning is a type of machine learning algorithm that mimics the neurons and synapses found in the human brain. It allows for the modeling of complex data patterns in multilayered networks that continuously self-improve. Deep learning was first developed in the 1950s during psychologist Frank Rosenblatt’s quest to create a … Continue reading 5 Ways You’re Already Using Deep Learning

April 19, 2016

By SmartAction

Read More

DOWNLOAD CASE STUDY

Please fill out the form below to download this case study. SmartAction keeps your personal information confidential and never shares it with others. For more information, you can read our  online privacy policy


ON DEMAND WEBINARS

Please fill out the form below to view SmartAction’s on demand webinars. SmartAction keeps your personal information confidential and never shares it with others. For more information, you can read our online privacy policy