Most contact centers have an over-reliance on live agents for even the most rudimentary and repetitive call types. Hear examples from AAA, MGM Resorts, Hyundai, and Office Depot on how they are leveraging the power of conversational AI through cloud-based virtual agents to automate the call and chat types handled by live agents.

1. © SmartAction
4 WAYS VIRTUAL
AGENTS AUTOMATE
CONTACT CENTERS
It’s time to automate more in
your contact center.
Tom has 30 years of experience in
contact center operations, technology,
and customer experience. He led
Deloitte’s Call Center Advisory
practice for 13 years and is the CEO of
SmartAction.
Tom Lewis
TO USE YOUR COMPUTER'S AUDIO:
When the webinar begins, you will be connected to audio using
your computer's microphone and speakers (VoIP). A headset is
recommended.
TO USE YOUR TELEPHONE:
If you prefer to use your phone, you must select "Use Telephone" after
joining the webinar and call in using the numbers below.
United States: 1 (914) 614-3221
Access Code: 252-800-707
Audio PIN: Shown after joining the webinar
Webinar will begin:
12:30PM (PST)

2. © SmartAction
Click on the Questions panel to interact
with the presenters
https://www.customerexperienceupdate.com/webinar-series/4-ways-ai-powered-virtual-agents-automate-the-contact-center/

3. ©SmartAction© SmartAction
WHO WE ARE
SmartAction is the #1 AI-powered virtual agent solution for contact centers
Platforms
o Began as an AI Research Project in 2002
o The leader in Conversational AI for contact centers
o Omnichannel AI automation as a service
o Cloud-based model integrates with existing systems
Clients
Recognition

4. ©SmartAction© SmartAction
YESTERDAY’S CALL CENTER
Without AI automation
Phone
Chat
Text
Customer Contact Center
Platform
(Routing)
Data
Sources
Live
Agents

5. ©SmartAction© SmartAction
TODAY’S CALL CENTER
With AI automation
Phone
Chat
Text
Customer Contact Center
Platform
(Routing)
Data
Sources
Virtual
Agents
Live
Agents

6. ©SmartAction© SmartAction
WHAT IS A VIRTUAL AGENT?
SkypeVoice
Facebook
Messenger
Web Chat
SMS Text
Messaging
Phone
OMNI-BOT™

7. ©SmartAction© SmartAction
4 WAYS VIRTUAL AGENTS AUTOMATE CALL CENTERS
1
2
3
4
Natural Language Intent Capture

8. ©SmartAction© SmartAction
NATURAL LANGUAGE FRONT DOOR
Using Conversational AI for Intent Capture + Routing
“How can I help
you today?”
o Largest Las Vegas Hotel Casino Chain
• Travel & Hospitality – Hotel
• Conversational AI Front Door
o TechStyle Fashion Group
(Fabletics, JustFab, Fabkids, ShoeDazzle)
• Retail – Subscription Service
• AI Front Door + Self-Service
1

9. ©SmartAction© SmartAction
4 WAYS VIRTUAL AGENTS AUTOMATE CALL CENTERS
1
2
3
4
Front-end Data Gathering
Natural Language Intent Capture

10. ©SmartAction© SmartAction
FRONT-END DATA GATHERING
Customer Authentication or Product Registration before Live Agent Transfer
o J&B Medical Supply
• Healthcare – DME/HME Supplier
• Three-Factor Patient Authentication
o 2nd
Largest Home Appliance Manufacturer
• Retail – Appliances
• Product Registration
Name: Joe Smith
Zip: 10001
DOB: 01/28/1967
2

11. ©SmartAction© SmartAction
4 WAYS VIRTUAL AGENTS AUTOMATE CALL CENTERS
1
2
3
4
Front-end Data Gathering
Repetitive Inbound Conversations
Natural Language Intent Capture

12. © SmartAction
REPETITIVE
CONVERSATIONS
Fully Contained Automation
with Live Agent Failover
o Global Pizza Chain
• Pizza Delivery
• Rapid Reorders
o AAA
• Emergency Roadside Assistance
o Global Electronics Manufacturer
• Tier-1 Technical Support
• Product Registrations
o Office Depot
• Retail – Office Supplies
• Order Returns
ReservationsOrder
Status
Roadside
Assistance
Returns
3

13. ©SmartAction© SmartAction
4 WAYS VIRTUAL AGENTS AUTOMATE CALL CENTERS
1
2
3
4
Front-end Data Gathering
Repetitive Inbound Conversations
Outbound Calls/Texts
Natural Language Intent Capture

14. © SmartAction
Appointment
Reminders/
Confirmations
CollectionsReorders
OUTBOUND
CONVERSATIONS
TCPA Compliant Calls or Texts
with Live Agent Failover
o Penske Truck Rental
• Shipping & Logistics
• Outbound Rental Confirmations (Calls &
Texts)
o Hyundai
• Retail - Automotive
• Outbound Scheduling Service Appts
4

15. ©SmartAction
WHY SMARTACTION
VIRTUAL AGENTS?

16. ©SmartAction© SmartAction
LIFE LESS HARD™
Why Customers Choose SmartAction
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

17. ©SmartAction
Free AI–Readiness
Assessment
By 2020, 85% of
the customer
experience will be
managed without
humans.
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

18. © SmartAction
Q&A
• https://www.customerexperienceupdate.com/webinar-series/4-ways-ai-powered-virtual-agents-automate-the-contact-center/
https://www.customercontactcentral.com/webinar-series/4-ways-ai-powered-virtual-agents-automate-the-contact-center/
With:
Tom Lewis Emily Murphy
With:
CEO, SmartAction
Linkedin: /in/tslewis/
Twitter ID: @SmartAction
Email: info@smartaction.ai
Website: www.smartaction.ai
Editor, Aggregage
Linkedin: /in/Emily-millard-murphy/
Twitter ID: @cxupdate
Email: emily.murphy@aggregage.com
Website: customerexperienceupdate.com

19. © SmartAction