The 5 Categories That Rule Virtual Agents

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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.

Marketing

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

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 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

“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.

Confidential & Proprietary
©SmartAction | 4
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

Confidential & Proprietary
©SmartAction | 5
So where do you start?
IVR &Chatbots
Live Agents
Simple
Simple
Complex
Human-Only

Confidential & Proprietary
© SmartAction
Confidential & Proprietary
© SmartAction
Billing | Payments | Collections
Category #1
That Rules Virtual Agents

Confidential & Proprietary
©SmartAction | 7
Confidential & Proprietary
©SmartAction | 7
#1 Billing | Payment | Collections

Confidential & Proprietary
© SmartAction
Confidential & Proprietary
© SmartAction
Status | Inquiry
Category #2
That Rules Virtual Agents

©SmartAction 9
Confidential & Proprietary
©SmartAction | 9
#2 Status / Inquiry
Rewards Inquiry Order StatusBalance Inquiry Claim Status

Confidential & Proprietary
© SmartAction
Confidential & Proprietary
© SmartAction
Scheduling
Category #3
That Rules Virtual Agents

©SmartAction 11
Confidential & Proprietary
©SmartAction | 11
#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

Confidential & Proprietary
©SmartAction | 12
Confidential & Proprietary
©SmartAction | 12
#3 Scheduling

Confidential & Proprietary
© SmartAction
Confidential & Proprietary
© SmartAction
Intelligent Front Door
Category #4
That Rules Virtual Agents

Confidential & Proprietary
©SmartAction | 14
What is
Intelligent
Front Door? Authentication
Route with context
Natural language
intent capture

©SmartAction 15
Confidential & Proprietary
©SmartAction | 15
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

Confidential & Proprietary
©SmartAction | 16
Confidential & Proprietary
©SmartAction | 16
#4 Intelligent Front Door

Confidential & Proprietary
© SmartAction
Confidential & Proprietary
© SmartAction
Triage + Action
Category #5
That Rules Virtual Agents

Confidential & Proprietary
©SmartAction | 18
#5 Triage +
Action
Examples
Roadside Assistance
Claim Approval
Reservations

Confidential & Proprietary
©SmartAction | 19
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

©SmartAction
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

Confidential & Proprietary
© SmartAction
Confidential & Proprietary
© SmartAction

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Making small changes to your website's text for A/B tests often disappoints. Moreover, catering to diverse audiences presents its own set of hurdles. With AI capabilities like GPTs, you can tackle this challenge head-on. However, GPTs come with a blank canvas - it's up to you to define their style. In this enlightening session, Brian Massey, Managing Partner at Conversion Sciences, will unveil the secrets to crafting precise, testable, and compelling copy that speaks directly to your site's diverse prospects. Learn how to put these strategies to the test on your homepage, landing pages, or eCommerce product pages for maximum impact.

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Tucked away in the rare book collection of Yale University’s Beinecke Rare Book & Manuscript Library lies one of the most enigmatic and captivating artifacts known to historians and cryptographers—the Voynich Manuscript. This ancient book, dating back to the 15th century, has baffled scholars, linguists, and codebreakers for centuries with its indecipherable script and mysterious illustrations. The Voynich Manuscript is not merely a relic of the past; it is a riddle waiting to be solved, a portal into a world of unknown knowledge and secrets.

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