Reservations & Scheduling
AI-Powered Virtual Agents for Appointments, Reservations, and More
Analyst Report: The AI-Powered Virtual Agent
By Frost & Sullivan
What Are Virtual Agents for Reservations & Scheduling?
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.
Making reservations and setting appointments are too complex for most IVR/chatbot automation. But with AI-powered virtual agents, organizations save millions of dollars via reduced agent handle times, fewer missed appointments, and fewer unnecessary truck rolls. By seamlessly integrating with your CRM or ERP, virtual agents use natural language processing (NLP) to help customers make or change reservations, perform conversational outbound confirmation calls, and much more - all the things live agents do.
Which Reservation & Scheduling Calls & Chats Can be Automated Using Virtual Agents?
What is the Customer Experience Like with a Virtual Agent?
Scenario 1: Book a Hotel Reservation
Every year, Mila and her husband go on vacation during the winter to get out of the cold. They’ve found a hotel they love and have stayed there many times. Because Mila prefers to call in her reservation, she knows that when she calls, a virtual agent will help her book a room faster than a live agent. It’s time to book, let’s see how the call goes.
Scenario 2: Change a Reservation
Greg’s role as a sales executive requires that he travel every week to meet with customers. He’s a member of nearly every hotel rewards program. An upcoming business meeting in Iowa City was rescheduled, but Greg had already booked his hotel room for the trip. Watch to see how the virtual agent personalizes and streamlines Greg’s call to change his reservation.
Scenario 3: Open Recall Campaign
Linda has had her car for over ten years and she’s never had an issue; in fact, she loves her midsize SUV. Unfortunately, she just received a notification letter that her beloved car is part of an open recall. Anxious, she calls the number on the letter.
Which Reservation & Scheduling Challenges Do Virtual Agents Help You Address?
- Reduce live agent handle time and costs
- Integration with back-end scheduling systems
- Reschedule appointments on automated outbound calls & chats
- Offer personalized process for each customer
Sample Reservations & Scheduling Conversation
Outbound calls & texts make up about 25% of SmartAction’s overall volume.
Hello, this is the Eye Specialists. Am I speaking with Jerry Delsea?
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.
I see you missed your recent eye exam. Would you like to reschedule?
This call type saves significant agent time and costs, while creating potential revenue for the business.
Yes I would.
When would you like your new appointment to be?
Virtual agent mimics live agent behavior.
November 30th at 5:40pm.
Natural language intent capture.
The closest I have is Friday, November 30th, at 4 pm. Is that ok?
Virtual agent is connected to scheduling software to provide contextual alternatives.
No. Can we do Monday at 5:40pm?
Scheduling is a complex call type that basic IVR or chatbots cannot handle.
Monday, December 2nd at 5:40 pm is available. Would you like to confirm your appointment for this time?
Human-centric AI design to fully contain the outbound call.
Great. Your appointment is confirmed. Would you like us to send a reminder via text message or email?
Digital integration provides omnichannel experiences that are effortless for customers.
This information is written to the customer record.
No problem. We’ll text you at the number on file on the day before the appointment. Thanks and have a great day.
Virtual agent accesses customer data via API or FTP.
Integrations – Reservations & Scheduling
SmartAction integrates with every IVR, contact center platform, CRM, and ERP.
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
For the most human-centric AI design and implementation, choose SmartAction’s virtual agent solution.
Why Automate Reservations & Scheduling with SmartAction?
Learn more about SmartAction’s obsession with LIFE LESS HARD™