SmartAction today released Omni-bot for the contact center, a conversational artificial intelligence engine that can be built in one channel and available to deploy in any other desired channel.
Automating complex customer service communications in voice, SMS text, web chat, Facebook Messenger, and Skype, Omni-bot has been in production for several companies since the fall. Early adopters have reported the following results:
- Higher success rates when deployed in more than one channel;
- Increased agent productivity and focus on high value-add tasks; and
- Minimized IT effort and resources due to SaaS model.
"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, in a statement.