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  • Innovation Inspired by AI

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  • Guide to IVR 2.0

    Learn More About the Next Generation of Voice Technology

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  • INTELLIGENT VOICE AUTOMATION

    Listen to Clips from Live Calls and Prepare to Be Amazed

    Hear the IVA® Difference
  • IVA® in Life Sciences

    Navigating the Complexities of Life Sciences Customer Service

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  • Deloitte Recognizes SmartAction as a Fastest Growing Tech Company in North America

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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.

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How We Do It

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machine learning

Machine Learning in Customer Service

As we enter into 2017, artificial intelligence leads the way from a tech perspective. With household names like Google and Amazon continuing to produce new iterations of AI technology, a recent article in Geek highlights how machine learning plays into the effectiveness and true power of AI. In the article, Google Translate offers a fine … Continue reading Machine Learning in Customer Service

January 17, 2017

By SmartAction

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Deciphering the Benefits of Voice Biometrics for Your Organization

Like many emerging technologies, voice biometrics has become a very publicized topic in customer service. According to the SANS Institute, voice biometrics analyzes the physical characteristics of your voice, a biological trait. It can be used in voice applications (phone, mobile app, etc.) to authenticate a person’s identity and control access to protected information. Voice … Continue reading Deciphering the Benefits of Voice Biometrics for Your Organization

December 28, 2016

By SmartAction

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Your New Year’s Resolutions for AI

As the year comes to a close, it is time to get prepped for 2017. Gartner has predicted that artificial intelligence will be a top strategic technology trend for next year, so if it is technology you are unfamiliar with or intimidated by, it is time to take a deep breath and get acquainted! AI … Continue reading Your New Year’s Resolutions for AI

December 14, 2016

By SmartAction

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Should You Be Personifying Self-Service Technologies?

“Siri do you love me?” A question asked in jest, with anticipation for the response that Apple’s complex virtual assistant provides. The answer is a snarky remark which solidifies Siri’s identity as a computer program and not a sentient being capable of such emotions as love. But what are the ramifications of blurring those lines? … Continue reading Should You Be Personifying Self-Service Technologies?

December 1, 2016

By SmartAction

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Top 3 Reasons We’re Excited to be a 2016 Tech Fast 500 Company

On Wednesday, we announced that we had been recognized as one of the 500 Fastest Growing Tech Companies in 2016. It was the first time we landed on this list, and it represents the great success SmartAction has been experiencing. We are really excited about this award – maybe more excited than we’ve been for … Continue reading Top 3 Reasons We’re Excited to be a 2016 Tech Fast 500 Company

November 19, 2016

By SmartAction

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Predicting Conversations to Boost Customer Satisfaction

Imagine that your call center has knowledge that a hypothetical customer, Bob, will call in one hour. How confident would you be in trying to accurately predict why Bob is calling? You have access to all of Bob’s demographic, historical, and transactional history with your company. Most times when we pose this question to clients … Continue reading Predicting Conversations to Boost Customer Satisfaction

November 15, 2016

By SmartAction

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The Spirit of ‘And’

A popular song told us that “video killed the radio star” and explained how one form of media was ultimately eclipsed by a newer and more popular one. Many people view customer service this way, expecting newer channels to cannibalize the older ones. However, this does not seem to be happening. Rather than cannibalization, it … Continue reading The Spirit of ‘And’

October 26, 2016

By SmartAction

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Don’t Reward Callers for Using Profanity

Picture a grade school yard with tiny tikes running all around. However, there’s a long, stagnant line of children behind the sole swing set. Irritable and sweating from the hot sun, Little Johnny yells his dad’s favorite four letter word. The other children gawk at him as a teacher lunges toward him, eyes bulged, and … Continue reading Don’t Reward Callers for Using Profanity

September 27, 2016

By SmartAction

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