SmartAction

FEBRUARY 27, 2023

When it comes to customer service, businesses have a variety of tools at their disposal to make the process as smooth and efficient as possible. Two popular options are Interactive Voice Response (IVR) and Intelligent Virtual Agent (IVA). Let’s break down the difference between IVR and IVA. Available 24/7.

Interactive Voice Response 78

Interactive Voice Response Contact Center Virtual Agent Self service 78

SmartAction

SEPTEMBER 16, 2022

One way that IVA “levels up” from the typical IVR is that an IVA will utilize natural language understanding, or NLU. Understanding how IVA and NLU operate is a step towards creating an excellent customer experience and simultaneously enhancing efficiency for the contact center. This is where the NLU comes in!

Interactive Voice Response 93

Interactive Voice Response Virtual Agent Contact Center Engineering 93

Customer Relationship Metrics

MAY 8, 2017

What is the best survey method for collecting the customer experience measurement? Your customers must be able to easily understand, to remember, and to correctly apply the scale to their experience. Automated post-call survey programs also need to have the element of speed for the customer.

Surveys 90

Surveys Interactive Voice Response Construction Accountability 90

SmartAction

OCTOBER 19, 2022

When there is an inconsistent experience, everyone gets frustrated because of the repetitive data collection by chatbots, IVR, and live agents. For instance, if a client switches from a conversation with an AI chatbot to a phone call, the IVR is unlikely to know that the user had just been conversing with the bot.

Chatbots 52

Chatbots Virtual Agent Interactive Voice Response Self service 52

SmartAction

APRIL 4, 2023

Conversational AI – exemplified by Complex Voice interactions – is clearly where the industry is heading, with chatbots and voice assistants coming together to enable human-level dialogue capabilities. It’s gratifying to see that the New York Times agrees with us!

Virtual Agent 89

Virtual Agent Chatbots Self service Banking 89

SmartAction

MARCH 7, 2023

Since 2002, SmartAction has helped 100+ industry-leading brands streamline their contact centers and take their customer experience to the next level through AI voice, text, and chat.

Multichannel 86

Multichannel Virtual Agent Self service Accountability 86

Vistio

JUNE 29, 2021

Peter Ryan is recognized as one of the world’s leading experts in customer experience (CX) and business process outsourcing (BPO). ” The first thing I did, this is 2002 or 2003, remember, I went to Yahoo, not Google, but Yahoo and looked up, “What is CRM?” And I said, “Of course. I’d be delighted.”

Contact Center 52

Contact Center Consulting Consulting outsourcing 52