It just so happens that whenever we design and deploy a new AI-powered virtual agent over voice, the self-service application invariably falls into one of 5 distinct categories. This has been true for more than a hundred clients encompassing hundreds of use cases across 12 industries. Having a keen awareness of where or how AI fits in your contact center for a great CX and ROI begins with understanding how to broadly classify your interactions. If it fits into one of these 5 categories, a live human agent should never handle it.

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5 Categories That
Rule Voice Virtual
Agents
VP, Product
Mark Landry
CMO
Brian Morin
Director of Customer Success
Marilyn Cassedy

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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

3. “Good afternoon Lindsay, are
you calling about your
upcoming appointment on
Tuesday?”
“Yes, I need to reschedule it for
the same time next week.”
Imagine an automated
system that is…
intelligent, personalized,
and natural.

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Core
Capabilities of
Conversational
AI
Connected to
same data as
live agents
Predict why
customers
are calling
Recognition
+ Cognition
Navigate complex,
multi -turn
conversations
Route
exceptions to
live agents
Omnichannel

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So where do you start?
IVR &Chatbots
Live Agents
Simple
Simple
Complex
Human-Only

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Billing | Payments | Collections
Category #1
That Rules Virtual Agents

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#1 Billing | Payment | Collections

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Status | Inquiry
Category #2
That Rules Virtual Agents

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#2 Status / Inquiry
Rewards Inquiry Order StatusBalance Inquiry Claim Status

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Scheduling
Category #3
That Rules Virtual Agents

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#3 Scheduling &Rescheduling
FEATURES - BENEFITS
o 100% Natural Language handles requests like,“Friday early AM”
o Never arobo-call – dynamic scheduling & rescheduling performed by
the intelligent virtual agent
o Customizable for any business or industry, integrates with any backend
scheduling systems
o Personalized forsimple, low effort, efficient customer experiences
INDUSTRY EXAMPLE
Shipping &Logistics: Schedule home deliveries of large appliances
(refrigerators, washer/dryers, etc.). Decreases truck rolls without
using agent time.
Services: Reschedule home inspections. Leads to fewer missed
appointments and more efficient customer service.
Missed
Appointments
Expensive Truck
Rolls
Tight
Integration
Long Hold Times
For Agents
BUSINESS CHALLENGES

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#3 Scheduling

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Intelligent Front Door
Category #4
That Rules Virtual Agents

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What is
Intelligent
Front Door? Authentication
Route with context
Natural language
intent capture

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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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#4 Intelligent Front Door

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Triage + Action
Category #5
That Rules Virtual Agents

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#5 Triage +
Action
Examples
Roadside Assistance
Claim Approval
Reservations

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Why Customers Choose SmartAction
LIFE LESS HARD®
Proven Conversational AI
Top-Rated Solution by Analysts & Peers | 18 Case
Studies | >100 Use Cases in 12 Industries
Outsource Instead of DIY
Human-centric Design and Management from a
Team of CX Experts
Low Risk Implementation
Nominal Setup Fee | Simple Usage Pricing
No Hidden Fees | Fast ROI

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Free AI–Readiness
Assessment
NEXT STEPS
info@smartaction.com
o Identify
1. Call/chat types perfect for automation
2. Expected completion rates
3. Expected call volume deflection
o Calculate ROI
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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