support faqs verifications account status iva for smb industries financial services government healthcare insurance media & entertainment retail services shipping & logistics technology telecommunications travel utilities guide to ivr 2.0 resources audio samples applications case studies testimonials collateral video webinars blog support implementation about team partners careers news & events contact us x x x x innovation inspired by ai learn more guide to ivr 2.0 learn more about the next generation of voice technology visit the guide intelligent voice automation listen to clips from live calls and prepare to be amazed hear the iva difference iva in life sciences navigating the complexities of life sciences customer service learn more intelligent voice automation everyone wants automation that can help lighten the load of contact center agents . customers like self service options and they are more cost effective for companies . but replacing your ivr is excruciating long development times huge capital investments and an overall drain on your company . how we do it iva artificial intelligence 100 % natural language business model fully customizable blog don t reward callers for using profanity picture a grade school yard with tiny tikes running all around . however there s a long stagnant line of children behind the sole swing set . irritable and sweating from the hot sun little johnny yells his dad s favorite four letter word . the other children gawk at him as a teacher lunges toward him eyes bulged and continue reading don t reward callers for using profanity september 27 2016 by smartaction read more customers are lazy so make it easy people are lazy . in fact if my computer understood me i d much rather be speaking this blog than writing it . and that s the point the best and easiest human to machine interface in many cases is actually voice if only the machine understood background it used to be that the net promotor score nps a continue reading customers are lazy so make it easy september 6 2016 by smartaction read more phone automation not as bad as advertised if you re an npr junkie like our ceo tom lewis then you likely heard the recent discussion about automated phone help accompanied by this article on the marketplace website . why is automated phone help so bad the idea is that companies use a lot of tricks that force customers into frustrating and high effort experiences . continue reading phone automation not as bad as advertised august 9 2016 by smartaction read more call center week 2016 trends & observations a few weeks ago we participated in call center week 2016 and now that i m back in the office i wanted to reflect a bit on a couple of the themes and industry trends i noticed while at the event . omni channel by this point we ve all heard the term omni channel so it s no surprise continue reading call center week 2016 trends & observations july 21 2016 by smartaction read more which channel do customers trust the most if you re in customer service you ve heard of omnichannel in fact you re probably sick of the term . if you haven t heard of it think of omnichannel as a seamless experience for the customer across all channels . so if a customer begins buying an item online but chooses to call the company to enter the payment information continue reading which channel do customers trust the most june 27 2016 by smartaction read more emotional intelligence driven voice user interface design this blog originally appeared on ptpinc.com on thursday may 19 2016 . it has been reposted in its original version with permission from the author . in a recent series of radio ads that feature a bereft and primitive attempt at a telephone customer experience ruby receptionist entreats us to rediscover the lost art of human interaction . have our continue reading emotional intelligence driven voice user interface design june 16 2016 by smartaction read more the call center of 2050 the call center of the future it s an intimidating thought . it s likely to look a lot different than the call center of today . but what does that really mean i d like to explore the call center of 2050 in this blog . at the turn of the century many thought that technology spelled eventual doom for continue reading the call center of 2050 june 1 2016 by smartaction read more overhyped vs. practical ai like many other technological fields the artificial intelligence industry is very trend driven . from chatbots to cloud computing services every week brings a new buzzword to our twitter feeds and favorite tech blogs . in 2012 the new york times featured a front page story about deep learning shortly followed by articles on ibm s watson machine learning and continue reading overhyped vs. practical ai may 10 2016 by smartaction read more industriesfinancial services healthcare media & entertainment insurance retail services shipping & logistics technology telecommunications travel utilities featuresiva ai 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