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SmartAction

  • Agents / Bots
  • 3 Case Studies
SmartAction helps companies improve their customer experience and cut costs by delivering artificial intelligence powered self service.

Jan 20

Does Word Error Rate Matter?

Word Error Rate (WER) is a common metric for measuring speech-to-text accuracy of automatic speech recognition (ASR) systems. Microsoft claims to have a word error rate of 5.1%. Google boasts a WER of 4.9%. For comparison, human transcriptionists average a word error rate of 4%. But what exactly does this metric measure? Does WER really […] The post Does Word Error Rate Matter? appeared first on SmartAction.

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Feb 16

Virtual Agents vs. Live Agents: The Battle for CSAT

Who is Better at Making Customers Happy? Whether your company uses CSAT, NPS, CES, or some other metric to measure customer satisfaction, one thing is certain — customer satisfaction plays a critical role to a company’s financial success. In the battle to maintain customers’ loyalty and drive repeat business, many brands leverage customer satisfaction as […] The post Virtual Agents vs. Live Agents: The Battle for CSAT appeared first on SmartAction.

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Dec 03

The Rapid Rise of Virtual Health Agents in Patient Access

The COVID-19 pandemic is exposing frailties in our already strained US healthcare system. To cope with the surging number of COVID-19 cases, some hospitals are suspending elective procedures and converting operating rooms to ICUs. Medical resources and staff are being diverted to help with testing and treatment of patients diagnosed with the coronavirus. For healthcare […] The post The Rapid Rise of Virtual Health Agents in Patient Access appeared first on SmartAction.

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Dec 03

Going Beyond Listening: The Importance of Understanding in Conversational AI

Speech recognition is never 100% right. That’s simply a fact. If you’ve ever tried the speech-to-text feature when composing a text message, then you know how inaccurate voice transcription can be. It may get most the words right, but rarely all the words. Although we may have entered the golden age of AI, and the […] The post Going Beyond Listening: The Importance of Understanding in Conversational AI appeared first on SmartAction.

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Case Studies
Case Study : Intelligent Virtual Agent Case Study

SmartAction's could-based voice & text solution is creating streamlined customer service experiences for legal & general America. Read about the great success here!

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Case Study : Omni-Bot Solution: Truck Rental Case Study

A leading North American truck rental brand worked with SmartAction to implement the first Omni-bot solution on the market. Read about their success here!

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Case Study : Electrolux Assesses Their First 6 Months With Virtual Agents

Electrolux reflects on six successful months of call automation. Learn how virtual agents increase customer satisfaction and reduce contact center costs!

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