SmartAction

FEBRUARY 27, 2023

Two popular options are Interactive Voice Response (IVR) and Intelligent Virtual Agent (IVA). Understanding the key differences between IVR and IVA is crucial for businesses looking to optimize their customer service. A way to see the differences between IVR and IVA is to learn the pros and cons of each.

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. 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.

Interactive Voice Response 93

Interactive Voice Response Virtual Agent Contact Center Engineering 93

Customer Relationship Metrics

MAY 8, 2017

Categorical scales must be repeated multiple times to insure the correct application by the respondent, thereby limiting the effectiveness of the approach in the post-call IVR survey methodology where the goal is to quickly collect responses to as many research variables as will be acceptable. How will the survey results be used?

Surveys 90

Surveys Interactive Voice Response Construction Accountability 90

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. These are a few value points that will drive the CAI market in 2023.

Multichannel 86

Multichannel Virtual Agent Self service Accountability 86

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

NOVEMBER 19, 2019

Brands from around the world competed in the “Big Kahuna” category, recognizing companies for excellence in self-service, including Virtual Assistants, web self-service, interactive voice response, and integrated customer collaboration and support capabilities. . Purchasing Power is a Flexpoint Ford, LLC company.

Virtual Agent 40

Virtual Agent Self service Interactive Voice Response Government 40