Notes from SmartAction Live Demo Session

Introduction

• Presenter: Brian Moore, Head of Sales and Marketing at SmartAction
• Support team: David, Phil, and new hire Toby
• Focus: Showcase conversational AI self-service in voice and chat

Overview of SmartAction

• SmartAction provides AI-powered virtual agents as a service
• Key Features:
  • Turnkey solution
  • Omni-channel support (voice, chat, text)
  • Not just software licenses but bundled with end-to-end customer experience (CX) services
• Emphasis on partnership rather than just technology provision
• High customer satisfaction: 4.8 out of 5 in reviews

Demo Highlights

• The demo will include various short vignettes depicting complex conversational AI tasks
• Focus on hard-to-capture scenarios to showcase capabilities

1. Scheduling Appointments

• Example: Scheduling for a doctor's office
• Workflow demonstration:
  • User requests to schedule an appointment
  • Captures date of birth and zip code
  • Offers available times and confirms appointment
  • Sends a text with appointment details and Google Maps link

2. Vehicle Make and Model Capture

• Application: Used for roadside assistance, insurance claims, auto dealerships
• Example interaction:
  • User provides vehicle details in a structured format (year, make, model)
  • High accuracy achieved through tailored Natural Language Understanding (NLU)

3. Alphanumeric String Capture

• Application: Used for product registrations, serial numbers, insurance policies, license plates
• Strategy: Pattern matching helps increase accuracy by narrowing down expected input formats
• Example interaction:
  • Demonstrating capture of a specific alphanumeric string

4. Food Ordering

• Example: Ordering a hamburger with specific toppings
• Workflow:
  • User places order and specifies preferences
  • Confirms order and sends a text with order details

5. Rich Media Chat Demonstration

• New capabilities in chatbots:
  • Input fields for images, buttons for options, and more
• Example: Managing accounts, adding family members, and creating cases in Salesforce
• Demonstrated features:
  • Image uploads, verification processes, and case creation for service requests

Conclusion

• Encouragement for attendees to reach out for live demos for their teams
• Company website: smartaction.ai
• Thank you to participants for their attendance