SmartAction Names Former Convergys CEO, David Dougherty, to Board of Directors
El Segundo, CA, USA, Feb, 2019 -- SmartAction, an AI-powered virtual agent solution for contact centers, announced the appointment of David Dougherty to its Board of Directors. Dougherty is the former Chief Executive Officer at Convergys, a global provider in customer care.
"The biggest emerging trend in the customer service space is the trend toward self-service automation – fast, effortless self-service. I don't want to wait on hold to talk to a person, and neither do customers. They want to self-serve on their channel of choice, they want to do it immediately, and they want the experience to be better than speaking with a live agent," said Dougherty.
Dougherty continued, "SmartAction's cloud-based conversational AI solution is leading this fast-growing virtual assistant category with their 'LIFE LESS HARD™' obsession that puts the effortless customer experience (CX) above all else, while assisting contact centers with a near frictionless transition to automation. I'm excited to bring my experience from the world's largest customer care company to SmartAction, which is automating customer service through the power of AI.
"When you're striving to create Earth's best human-to-machine interface for customer service, it's much bigger than the AI, or language acoustic models, or layers of pattern recognition algorithms. It's about the underpinnings of a human-centric design that delivers a human experience with a machine that's so good, it becomes transparent to the user. That takes an obsession with CX, which is why we couldn't be happier to have one of the industry's preeminent customer care experts and business leaders join our team and Board of Directors," said Tom Lewis, CEO, SmartAction.
Posted by Veronica Silva Cusi, news correspondent
Date Posted: Tuesday, February 26, 2019
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