Join Brian Morin & Helena Chen for their webinar about the very latest insights on how different industries are going deeper into self-service for call types and chats that have never been automated before. Moreover, come away from this webinar with an understanding of how these new capabilities can apply to your business.

1. Confidential & Proprietary
© SmartAction
The State of Self-Service
CMO
Brian Morin
2021
Director of Product Marketing
Helena Chen

2. Confidential & Proprietary
©SmartAction | 2
About SmartAction
AI-Powered Virtual
Agents for Omnichannel
Self-Service
What We Do Our Mission
To make life less
hard® for brands 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. Confidential & Proprietary
©SmartAction | 3
Advances in NLP & NLU
Increasing Complexity of Conversations
Rich Media Elements
Agenda
Divergence Between Voice and
Chat Experience
Channel Switching
1
2
3
4
Top 5 Trends for 2021
5

4. Confidential & Proprietary
©SmartAction | 4
The Great
Consumer Shift
Trends in the conversational AI
landscape:
o Major shift toward a digital
customer experience
o Upsurge in customer self-service
o New voice and chat capabilities
allow for complex, multi-turn
conversations

5. Trend 1: Advancements in NLP & NLU
Machine Learning
Automatic Speech Recognition Natural Language Processing
Natural Language Understanding
Recognition Cognition

6. Confidential & Proprietary
©SmartAction | 6
o Caller intended to say “Lancets”
o Speech-to-text heard “Land sets”
o With confidence scoring, the
NLU engine correctly determined
“Lancets”
Medical Supply Reorder

7. Trend 1: Advancements in NLP & NLU
Automatic Speech
Rec
“Oh no. No. Yes. I
need. I need the
Lancets.”
“To confirm, you said
Lancets?”
NLP
Segmentation Sentiment
Analysis
Lexical
Analysis
Topic
Classification
Information
Extraction
Entity
Detection
Syntactical
Analysis
Semantic
Parsing
Advanced NLU
Intent Matching
Acoustic Models Expected Intents
Cognition
Recognition
Data
Capture
Data
Labeling
Machine
Learning
“Land sets”
Hypotheses Confidence Scores

8. Confidential & Proprietary
©SmartAction | 8
Trend 2: Conversation Complexity
Capture Intent
Capture name,
telephone #, vehicle
New Customer
Schedule Follow-up
Authenticate
customer, confirm
identity & vehicle
Existing Customer
Make a New
Appointment
Change Existing
Appointment
• Confirm
• Change
• Cancel
• Oil Change
• Tire Replacement
• Brakes
• Tune Up
• General Maintenance

9. Confidential & Proprietary
©SmartAction | 9
Scheduling: Real Estate
Confirms
caller request.
Possible Intents
Personalized
Greeting
If different house,
will ask for street #,
or caller can say “I
don’t know it.”
Narrows the list
of houses until
correct house is
specified.
Confirms
availability, then
provides unit details.
Asks if interested
in touring home.
Confirms request.
Offers links for tour
registration and rental
application.
Confirms # to send
text message.
Sends outbound
reminder.
• Home/Apt Info
• Schedule a tour
• Maintenance request
• Make a payment
• Website support
• Something else
Asks if calling
about previous
home inquiry.
Returning Caller

10. Small Appliance Returns:
Electrolux
Customer
Authentication
©SmartAction | 10
Confidential & Proprietary
Intent Capture:
Returns
Model # and Serial #
Capture
Tier 0:
Troubleshooting
Address Capture
Email Capture
Issue Confirmation
and Tracking
Warranty
Triangulation
1.
2.
3.
4.
5.
6.
7.
8.

11. Confidential & Proprietary
©SmartAction | 11
Trend 3: Rich
Media Elements
All About the User Experience
o Proactive engagement
o Interactive and intuitive
o Faster resolution
UI Elements to Consider
o Image carousels
o Quick reply buttons
o Date and time scroller
o Feedback/surveys

12. Confidential & Proprietary
©SmartAction | 12
Trend 4:
Divergence in
Voice and Chat
Experiences
Voice
Rich Chat
Messaging
Apps
Mobile
Applications
SMS

13. Confidential & Proprietary
©SmartAction | 13
Trend 5: Channel Switching
The Virtual Agent presents
callers with a custom
greeting that offers a text link
to an Answer Center that can
answer their questions
immediately instead of
waiting on hold.
Call

14. Confidential & Proprietary
©SmartAction | 14
Trend 5: Channel Switching
The Virtual Agent initiates a
text message to the
customer that provides a link
to a chatbot.
Text

15. Confidential & Proprietary
©SmartAction | 15
Trend 5: Channel Switching
The end user initiates a Virtual
Agent that can answer
Frequently Asked Questions
(FAQs), triage symptoms, and
escalate to medical
professional, if needed.
Chat

16. Confidential & Proprietary
© SmartAction
Next Steps
info@smartaction.com
o Identify:
1. Call/chat types perfect for automation
2. Expected completion rates
3. Expected call volume deflection
o ROI Calculation
Free AI–Readiness
Assessment
Request Demo
or
What You’ll Get

17. Confidential & Proprietary
© SmartAction
Confidential & Proprietary
© SmartAction