SmartAction announced the release of their newest solution offering, Omni-bot™ for the contact centre. With the release, SmartAction demonstrates AI expertise in both voice and digital customer service channels.

Omni-bot™ is a conversational AI engine built in one channel and available to deploy in any other desired channel—the first such omnichannel offering of its kind. Automating complex customer service communications in voice, SMS text, web chat, Facebook Messenger, and Skype, Omni-bot™ enables customer service representatives to focus on high value engagements that require the human touch. It has been in production for several brands since Fall 2017, proving high returns with regards to ease of implementation, customer adoption, and consistency of experience across points of contact.

“As an established provider of AI-powered voice solutions for brands like AAA/CAA, MGM Resorts, and Royal Caribbean Cruises, we were eager to deliver those same high quality, low effort experiences in digital channels. The beauty of Omni-bot™ is the ability to build once and deploy multiple times. When coupled with our industry-leading implementation times, this is an exciting opportunity for contact centers looking to introduce AI to their customer experience,” said Michael Vanca, Chief Product Officer at SmartAction.

The company has already been named a Cool Vendor in CRM Customer Service & Support by Gartner for its innovative approach with the Omni-bot™ solution, and now has gathered results from early adopters that indicate solid ROI:

• Higher success rates when deployed in more than one channel.
• Increased agent productivity and focus on high value-add tasks.
• Minimized IT effort and resources due to SaaS model.