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Company: SmartAction, El Segundo, CA
Company Description: SmartAction is at the evolutionary forefront of self-service call automation with its Intelligent Voice Automation (IVA) solution. The cloud-based, artificial intelligence speech IVR solution delivers the superior customer engagement experience expected of live agents at the low cost of automation. It has seen rapid growth trajectory of Fortune 500 to medium-sized clients throughout North America.
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: IVR or Web Service Solution – New Version

Nomination Title: IVA: Intelligent Voice Automation

Tell the story about this nominated product or service (up to 525 words). Describe its function, features, benefits, and sales to date:

SmartAction’s new IVR version is unique. The new version launched in 2013 takes to a new level of self-service not possible with other systems, as it is truly self-service from start to finish in more complex transactions without the need for human interaction. It is based on a decade of artificial intelligence R&D.

IVRs have existed for decades as a gatekeeper and receptionist with little thought it could be more. Until recently. SmartAction’s proprietary Intelligent Voice Automation (IVA) is the next generation of IVRs. It takes interactive, self-service engagement to a new, smarter level through AI (artificial intelligence) automation. It has the intelligence of humans without the costs and hiring challenges. Its core IVR with a Brain functionality goes beyond keywords. It comprehends natural, conversational language and is able to reason and act purposefully. The “brain” remembers throughout the conversation, as well as from prior conversations and customer records. As time progresses, the brain becomes increasingly intelligent, which effects higher call completion rates from a more refined and efficient call experience.

Example: Customer asks “Can I change my appointment to next Tuesday afternoon?” and SmartAction’s IVA understands what “next” "Tuesday" and "afternoon is in responding back: “OK. How about next Tuesday, December 17th at 3pm?”

Is your existing IVR able to do that?

**FEATURES**

IVA includes PCI-certified text-to-speech engine and artificial intelligence that comprises four feature categories:

- Conversational: Natural language ability; dynamic speech generation (NO LIMITING SCRIPTS!)

- Built-In Skills and Knowledge: Base of concepts and facts; common conversational skills (UNDERSTANDING “That’s fine” IS SAME AS YES).

- Memory: Short-term memory and context; long-term memory and personalization (THANK YOU FOR CALLING BACK MR. JONES. WHEN OUR LAST CALL WAS INTERRUPTED, YOU WANTED …)

- Cognitive Abilities: Learning and reasoning (I WANT TO DELETE THE FIRST PRODUCT IN MY ORDER)

**FUNCTIONS**

An IVR that relies on live agents to handle the majority of calls is simply an add-on cost. A hybrid solution requiring live personnel to supplement an IVR is inherently expensive with costly staff and infrastructure, and limited to staffing constraints. A truly hosted intelligent voice automation system takes full advantage of the cost advantages of a fully-contained technology with high self-service rates, available 24/7, and efficiencies of computing power.

**BENEFITS**

Smarter/Capable of Complex Calls
- Instead of decision trees, IVA call flows are organic without a limited script, allowing customers have to a real conversation to get real answers
- Instead of completion rate atrophy, IVA completion rates improve over time with higher Net Promoter Scores than live agents

Flexible
- Instead of VXML coding, IVA uses contemporary object-oriented programming
- Instead of speech talent piecemeal consistency, SmartAction uses a consistent voice throughout

Cost-Effective/High ROI
- Instead of scope creep, IVA delivers quick, no–hassle implementation in 4-6 weeks
- Instead of implementation costs, IVA needs no client capital investment

**SALES TO DATE**

There is a growing client base, including Terminix, High Power Technical Services (DISH Network), CAA, AMA, Big E Transportation (Estes), Zales, and Installs.com among many others. Revenues are growing by 60-200% each year, as existing clients sticky and increasing usage in more customer care areas with more new clients being added.

Provide a brief (up to 125 words) biography about the leader(s) of the team that developed this nominated product or service:

Tom Lewis, CEO

Tom joined SmartAction in 2013. He has over 25 years of experience focused primarily on customer experience and contact center operations and technology. Previously, he was a Principal at Deloitte Consulting where he was the national leader of its Customer Operations Practice. The focus of Tom’s career has been helping organizations improve their customer facing operations, especially as it relates to contact center service, sales and support.

Peter Voss, Founder & Chief Scientist

At SmartAction, he has been the driving force of the company as its founder and now focused on new R&D initiatives, both near-term product improvements and longer-term artificial intelligence innovations. He has spoken nationally at SpeechTEK, Mobile Voice, etc. He founded Adaptive AI, the parent company of SmartAction, in 2001.