SmartAction Reviews

We deployed SmartAction backin 2015 for our voice bots and chat bots. We liked their Natural Language Intelligent Virtual Assistant called (IVA) to help our customers with self service view that phone channel. Thier tool has helped us with a achieve a 46% containment rate for our customers.

It would be nice to have more control over the call flows within a UI portal that my admins can access.

Reduce call volume to live agents. Increase self service for customers. Auto pop cases and create dispositioning. Call intent routing.

SmartAction is an amazing company to collaborate with. They have the ability to deliver an out of the box solution and/or customize a product for most customer service needs. We have used them for multiple product implementations and they have been nothing but supportive in both design and implementation.

SmartAction is really good at designing and adapting to the business needs, but since most of our build outs have been custom we have had a little lag in getting KPIs to help support the original business tool rollout.

Self Service for North America Chat and Voice.

In terms of deployment , the team at Smartaction made it very straightforward to deploy customer interactions via automation. The setup although we had a couple questions was great. In summary, reducing the traffic associated with tasks that could be automated freed up our CSE's to handle more complex questions. When you couple these things together it makes for a great customer experience because for and end user to solve a problem quickly without having to wait is ideal. Those that do need to speak to someone can do so more quickly which again makes for great CX!

No major red flags, a couple questions came up during implementation but the were more user related than available functionality. Team handled us with care.

Reducing repetetive actions via self service model vs handing all calls manually. Cist benefit and CS journey is improved.

It reduces the human intervention for most of the queries by using artificial intelligence. it is useful for quick resolutions.it is Easy to Use and it had number of features

It has a limited free trial and i think it is not suitable for all queries.

Its virtual agents can handle routine customer inquiries and common requests. It saves a lot of time in solving customer queries.