Adapting to a post-Covid world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Most companies looking to ditch a "Press 1" experience struggle with where to start and how to infuse natural language into their existing technology stack. Join this webinar with TechStyle Fashion Group who recession-proofed their contact center with personalized and frictionless experiences to customers who prefer self-service. Also joining is SmartAction who manages the AI-powered CX for more than 100 brands.

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© SmartAction
The Post-Covid CX
Powered by AI
Senior Director of GMS Technology,
Analytics, and Product, TechStyle
Fashion Group
Aarde Cosseboom
CMO, SmartAction
Brian Morin

2. ©SmartAction
About SmartAction
AI-Powered Virtual
Agents for Omnichannel
Self-Service
What We Do Our Mission
To make life less hard®
for enterprises and their
customers
#1 Rated
Solution on Gartner Peer
Insights
Achievements
Founded as AI research
firm & headquartered in
Los Angeles, CA
Company
100+ customers
across 12 industries

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About Aarde
Aarde Cosseboom
TechStyle Fashion Group
Director of GMS Technology and
Product
10+
years of Contact
Center Experience
Focus on large Global Customer
Service Teams and Technology
Areas of Focus
Leadership, customer experience, customer success, customer service,
site operations, technology, recruiting, and people development

4. 4CONFIDENTIAL
Book Available Now
Author of the contact center best practices book Enable
Better Service.
"A customer service contact center story of breaking away
from the norm through creativity, technology, and
innovation.“ Available now on Amazon.

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Techstyle
Fashion Group
! Online Ecommerce website
that sells Fast Fashion over
5 different brands
! Partner with Celebrities like
Rihanna, Kate Hudson
and Kelly Rowland to
launch new fashion lines
! Membership model
with monthly curated
personal stylist selections

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TechStyle Global Member Services
5M+
members across the globe
12countries
6M+
Phone calls yearly
3M+
Chats yearly
7languages
9
Transactional based
conversations that last
minutes on average
Member Phone Chat Social

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Is the New Post-
COVID CX
Powered by AI a
Thing?

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What Changed
with COVID?
Unexpected call spikes and
interactions

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What Changed
with COVID?
Unexpected call spikes and
interactions
Spotlight on Business Continuity

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What Changed
with COVID?
Unexpected call spikes and
interactions
Spotlight on Business Continuity
Emergence of “recession-proofing”
as a strategy

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It’s an iterative, ongoing
process that requires care
and feeding
Conversational
AI is not a
product
Conversational AI
Solution Design
Use Case
Mapping
Enhancements
& Upgrades
Reporting
& Analytics
Project
Management
Training
& Tuning
TechnologyTechnology
Services

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Confidential & Proprietary
© SmartAction
©SmartAction
DIY? Partner?

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A Best-of-Breed
CX Team
Client
Advocacy
Marilyn
Customer Success
Analytics
& Tuning
Eli
Customer Insights
AI Automation
Assessment
Charles
CX Consultant
CX Design
& Strategy
Mark
CX Design
Quality
Assurance
Ryan
QA
CX
TEAM
Solutioning
& ROI
Trent
Solutions
Expert
Project
Management
Kathy
Project Manager
Engineering
David
Engineer

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The New Post-COVID
Contact Center Leader

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5 Buckets for Most AI-Powered Self-Service
Billing / Collections
A. Natural language greeting
B. Intent capture
C. Authentication
D. Routing
Triage + ResolutionSchedulingIntelligent Front DoorInquiry / Status
1 2 3 4 5
A. Question(s)
B. Gather info
C. Take action

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o Company: TechStyle Fashion Group
o Key Application: Intelligent Front Door + Order Management &
Account Updates
o Telco: Genesys
• Natural Language Greeting
• Authentication
• Intent capture + Routing
• Order Management
• Account Updates
• Billing
• Support
• Chat
Functionality
OVERVIEW

17. Challenges
Non-
revenue
generating
calls
Monthly
volume
spikes
Automate
without
sacrificing
CX
1 2 3

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Call Sample

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$1.1 Million first-year savings
18.5% increase in overall
containment average
45 second reduction in
average handle time
Results
NICE inContact Best Cloud
Implementation
92% member
satisfaction survey
score

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Free AI–Readiness
Assessment
NEXT STEPS
info@smartaction.com
o Discover the call/chat types perfect for
automation
o Discover expected completion rates
o Discover expected call volume deflection
o Calculate projected ROI
o Roadmap for additional automation
What You’ll Get
Request Demo
OR “15% of all
customer service
interactions will be
handled by AI by
2021.”
- Gartner

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© SmartAction
Confidential & Proprietary
© SmartAction

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3 Phase Approach
DESIGN
We design a custom
solution for your brand
based on your
business requirements
matched with our best
practices.
BUILD OPERATE
We develop your
AI-Powered Virtual
Agent and integrate
it with your existing
data systems &
telephony.
We adopt a process
of perpetual
improvement where
we become an
extension of your
team.

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How It Works
Transfers with Context
Your Live
Agents
APIs
Your
Data Sources
Your Contact
Center Telephony
Your AI-Powered
Virtual Agent
SmartAction CX
Services
SIP
PSTN
or

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Proven Conversational AI
Top-Rated Solution by Analysts & Peers | 16 Case
Studies | >100 Use Cases in 12 Industries
Outsource Instead of DIY
Automation as a Service | Human-centric
Design from a Team of CX Experts
Low Risk Implementation
Nominal Setup Fee | Simple Usage
Pricing | No Hidden Fees | Fast ROI
LIFE LESS HARD™
Why Customers Choose SmartAction