Beyond Philosophy

AUGUST 10, 2016

It parallels a shift in the overall mindset of consumers in this area, one of a more commanding and capricious customer. In other words, the Customer Experience matters here more than it did even a couple of years ago. More of these consumers (66%) want self-service for their needs over calling into customer care.

Wireless 265

Wireless Self service Surveys Consulting 265

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? Guess what? So, how can this be?

Technology 221

Technology Marketing Self service Customer Experience 221

SmartAction

APRIL 4, 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. It’s gratifying to see that the New York Times agrees with us! GET IN TOUCH See How We Can Help You Exceed your CX Goals.

Virtual Agent 89

Virtual Agent Chatbots Self service Banking 89

SmartAction

MARCH 7, 2023

Companies will continue leveraging existing “off-the-shelf” technology, but we will also see businesses finding ways to utilize their own intellectual property to drive a more meaningful, human-like experience. Conversational AI is the key to augmenting existing technology with a company’s IP.

Multichannel 86

Multichannel Virtual Agent Self service Accountability 86

SmartAction

SEPTEMBER 16, 2022

Understanding how IVA and NLU operate is a step towards creating an excellent customer experience and simultaneously enhancing efficiency for the contact center. GET IN TOUCH. See How We Can Help You Exceed your CX Goals. Get a Demo. Related Content. How Virtual Agents Help the Live Agent Workforce.

Interactive Voice Response 93

Interactive Voice Response Virtual Agent Contact Center Engineering 93

SmartAction

FEBRUARY 27, 2023

Each option has a role in customer service depending on what parts of the customer experience businesses want to automate and which parts they want live agents to handle. Understanding the key differences between IVR and IVA is crucial for businesses looking to optimize their customer service.

Interactive Voice Response 78

Interactive Voice Response Contact Center Virtual Agent Self service 78

SmartAction

MARCH 15, 2019

El Segundo, CA – March 12, 2019 – SmartAction, the #1 AI-powered virtual agent solution for contact centers, will demonstrate its omnichannel cloud-based self-service solution at Enterprise Connect this March.

Virtual Agent 8

Virtual Agent Enterprise Self service Contact Center 8