Los Angeles, CA, USA, April 1, 2020 -- SmartAction(R), a provider of AI-powered Virtual Agents for contact centers, announced the release of its Rapid Response Virtual Agent to combat extended hold times related to COVID-19 inquiries that impact healthcare providers, travel and hospitality, retailers, government, service providers, and more.
"Any crisis triggers extended hold times due to callers with commonly asked questions or callers who should be screened with qualifying questions to designate an escalation path, if any. There have been instances of nurses who answer nearly 100 calls an hour instead of providing much needed patient care. All of these calls can be screened with AI to both answer questions and ask questions to determine who should be escalated to human assistance," said Gary Davis, President, SmartAction.
During this pandemic, SmartAction is making its Rapid Response Virtual Agent available to at-risk organizations with zero setup fees, which includes all required customization and integration.
How a Rapid Response Virtual Agent Works
Step 1 - Virtual Agent intercepts callers with crisis specific greeting
Step 2 - Virtual Agent offers to send a text link to an answer center (or screening tool) that can help them immediately instead of waiting on hold
Step 3 - Caller accepts SMS, clicks link, and interacts with an intuitive chatbot that screens callers or resolves any crisis-related question they might have.
Posted by Veronica Silva Cusi, news correspondent
About SmartAction LLC:
SmartAction offers one-of-a-kind Artificial Intelligence (AI) voice self-service for businesses of all sizes. We use a cloud-based technology grounded in purpose-driven Artificial Intelligence that utilizes Natural Language speech capabilities as a means to complete self-service calls. Commonly used for providing customer service, our Intelligent Voice Automation technology allows companies to handle complex customer interactions with an intuitive, resourceful, and cognizant AI agent. In addition, SmartAction is a registered Visa and Mastercard service provider, PCI-DSS certified, and HIPAA compliant.
Published: Friday, April 3, 2020
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