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The 5 Categories that Rule Virtual Agents


Presented By: SmartAction

Live Date:October 1, 2020. PLEASE SIGN IN FOR THE RECORDING.

Presented by Brian Morin, CMO, Mark Landry, VP Product, and

Marilyn Cassedy, Director of Customer Success, SmartAction

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About the Webcast

It just so happens that whenever we design and deploy a new AI-powered virtual agent over voice, the self-service application invariably falls into one of 5 distinct categories. This has been true for more than a hundred clients encompassing hundreds of use cases across 12 industries.

Having a keen awareness of where or how AI fits in your contact center for a great CX and ROI begins with understanding how to broadly classify your interactions. If it fits into one of these 5 categories, a live human agent should never handle it.  

  • How to categorize interactions for AI applicability
  • Understand top use cases driving conversational AI adoption
  • Real-world examples from 6 leading companies


About the Presenters

Brian Morin, CMO, SmartAction

Brian is the head of marketing for SmartAction where their obsession with creating frictionless customer experiences with conversational AI has led to its standing as the top-rated Virtual Customer Assistant solution on Gartner Peer Insight and distinction as “The Leader in AI-Enhanced Self-Service” by Frost & Sullivan. SmartAction operates AI-powered Virtual Agents for 100+ brands including AAA, Office Depot, Hyundai, ADT, DSW, Choice Hotels, Penske, and more.

Mark Landry, VP Product, SmartAction

Mark Landry began his career as a Lucasfilm intern before attending film school at the University of Southern California. After earning his MFA, Mark started his career as an award-winning screenwriter for Nickelodeon, The Disney Channel, and Amazon Studios. In addition to screenwriting, he is CX designer having designed human-to-AI interactions for more than 100 brands including DSW, AAA, Electrolux, Legal & General America, Choice Hotels, and more.

Marilyn Cassedy, Director of Customer Success, SmartAction

Marilyn has worked in software Sales and Customer Success roles catering to enterprise clients in the customer service space for over 8 years. She oversees the Customer Success department at SmartAction where she ensures clients receive the full value from their conversational AI self-service applications over voice, chat, and SMS.