AI-Powered Virtual Agents for Order Status, Returns, and More
Analyst Report: The AI-Powered Virtual Agent
By Frost & Sullivan
What Are Virtual Agents for Order Management?
AI-powered virtual agents use conversational AI to automate the routine conversations traditionally handled by live agents. With SmartAction’s Omni-Bot™ feature, organizations typically start in voice, where the ROI is the greatest, then scale the same experience to chat or text for a complete omnichannel self-service strategy.
Order Management calls are perfect for automation because they follow repeatable steps and require little to no complex critical thinking to successfully complete. Offload routine order management calls and chats from customer service reps to AI-powered virtual agents. By seamlessly integrating with your CRM or ERP, virtual agents use natural language processing (NLP) to capture order numbers and product names, provide accurate order status, deliver confirmation receipts, and much more - all the things live agents do.
Which Order Management Calls & Chats Can be Automated Using Virtual Agents?
What is the Customer Experience Like with a Virtual Agent?
Scenario 1: Place an Order
As an IT associate, Josh is responsible for the internet services in his small office. His company will be expanding its office space to accommodate for growing headcount and he needs additional wireless internet coverage for the new space. Watch to see how an AI-powered virtual agent makes it less hard to order a new wireless router.
Scenario 2: Order Status
Kurt loves sneakers; he’s basically a collector with over 50 pairs in his closet. He ordered two new pairs from one of his favorite online retailers and is hoping to receive them before he goes away on vacation. See how the virtual agent captures his natural language intent and delivers human-centric AI self-service to Kurt.
Scenario 3: Order Return
Monica is a secretary at a local elementary school and is responsible for keeping the administrative offices fully stocked with supplies. She recently ordered new mousepads for herself and the principal, but the principal didn’t end up needing one. Monica calls to process the return, a task that most IVRs cannot handle. Watch the video to see how SmartAction makes this transaction less hard for Monica.
Which Order Management Challenges Do Virtual Agents Help You Address?
- Reduce live agent handle time and costs
- Upskill live agents to higher value items that require the human touch
- Validate multiple pieces of data quickly and effectively
- PCI Compliant payment processing on new orders
- Make it easy for customers to self-service any order management request
Sample Order Management Conversation
Outbound calls & texts make up about 25% of SmartAction’s overall volume.
Hello, this call is on behalf of Scooters.com, via Express Shipping Worldwide, to schedule the delivery of your recent purchase. Am I speaking with Cindy McLean?
SmartAction uses predictive behavioral intelligence to contact customers at the best possible time.
Virtual agent matches phone number to customer name to personalize the call and expedite the process. SmartAction can get this data either via API or FTP.
Great. We need to schedule your delivery from Scooters.com at a time when an adult will be home to sign for it. The soonest available time slots I have are between Sunday, March 22nd, and Thursday, March 26th. Do you have a preferred delivery date?
Human-centric AI design creates conversations that are effortless and conversational for customers.
March 22nd is best.
Natural language intent capture.
Ok. How about between 1pm and 3pm on Sunday, March 22nd?
Virtual agent keeps customer on the “happy path” where it will provide a CX as good as (or better than) a live agent.
It doesn’t have to be “yes” or “no” because the AI core listens in 100% natural language.
Great. Your delivery is confirmed for Sunday, March 22nd, between 1pm and 3pm. Is there anything else for today?
This confirmation is written (or sent) direct to the shipper information software.
Thanks, and have a great day.
Integrations – Order Management
SmartAction integrates with every IVR, contact center platform, and data repository.
The most important integrations for Order Management are with your CRM and inventory management software, but other integrations help create even better experiences.
Your IT team simply needs to expose APIs to the same data accessed by live agents. The SmartAction CX team will determine the best ways to connect to your data.
- NICE inContact
- Other Legacy Systems
- Other Homegrown Systems
- Oracle ATG Web Commerce
- Other Homegrown Systems
Other Common Integrations:
- Payment Gateway (i.e. USA ePay, Vantiv, etc.)
- Shipping/Logistics (i.e. FedEx, UPS, USPS, etc.)
For the most human-centric AI design and implementation, choose SmartAction’s virtual agent solution.
Why Automate Order Management with SmartAction?
Learn more about SmartAction’s obsession with LIFE LESS HARD™