Optimizing the Customer Experience
Efficient and effective customer experience begins with giving customers the option to engage on their channel of choice, when they choose. Leverage AI to quickly identify what they want to know or do, and automate the engagement when and where it makes sense. The handoff to live assistance, when necessary, is to the right resource based on skill and availability, preserving context along the way so the agent can pick up where the customer left off in the automated interaction.
Here’s how SmartAssist does just that, helping you narrow the gap between customer expectations and the actual experience you deliver–faster contact resolution and an optimal customer experience.
Experience Flow Designer
for creating custom, end-to-end experiences
Define and design custom, end-to-end customer experiences with SmartAssist’s easy-to-use, drag-and-drop visual designer. The open visual canvas, similar to the XO Platform’s dialog builder in look and feel, lets you create and combine traditional IVR flows with your automations created in dialog builder.
Your omnichannel customer experience flows include automations, traditional IVR menus, waiting experiences and other elements tied together and viewed in one place without requiring coding.
Automate, Redirect or Route by Use Case
automation and agent flows to deliver extraordinary experiences
With SmartAssist, each use case is orchestrated to deliver the most optimal experience. Smart routing ensures incoming customer queries are matched and routed in realtime to the right agent resource based on intent, agent skills, proficiency, affinity and priority aging.
Design the Experience
Design automations in Dialog Builder and combine with IVR menus and more for end-to-end customer experiences with ease using drag-and-drop Experience Flow Designer.
Automate the Conversation
Execute the use case with a fully automated dialog or a single response FAQ, resolving the issue without agent intervention.
Redirect to Digital
Elegantly redirect certain use cases to chat/email based support when that channel will provide the best experience for the customer.
Transfer to Agent
Transfer the use case to an agent with the best skills to handle. Provide the customer with other channel options to redirect and optimize agent loads.
that doesn’t ring artificial
Build common use cases within SmartAssist and automation flows within the integrated Kore.ai industry-leading conversational AI platform. Start with simple Q&As for routine questions and build complex conversational flows where intent is detected and how to best handle the conversation is determined, providing your customers with a phenomenal conversational experience.
that creates a breakthrough experience
Use Kore.ai’s easy-to-use, no-code interface to construct and configure sophisticated dialog flows. Built-in features like hold and resume, sub-intents, entity amends and more make getting up and running a breeze.
matching intent with ideal automation channel
Provide redirect options when it makes sense and keep the customer experience efficient and effective. Redirecting a customer to the right channel is set up at the use case level in SmartAssist. An example of purposeful redirection is customers wanting to simply update their address. They are redirected to chat or email, channels better suited for such intents and results in optimal customer experiences.
Create Optimal Waiting Experiences
when there’s limited live agent availability
Create virtual waiting experiences and let customers avoid waiting by holding their place in a virtual queue and offering callbacks when the right resources become available. When they do choose to hold, customize waiting experiences based on the intent identified. Add background audio, play periodic messages that relate to the customer inquiry and further personalize the engagement content while they wait in queue.