SmartAction takes voice automation beyond ‘yes’ or ‘no’

SmartAction in El Segundo started out in 2002 as an artificial intelligence research company, but eventually found its niche by developing Intelligent Voice Automation, a technologically advanced solution. CEO Tom Lewis said SmartAction has developed state-of-the-art technology that goes beyond what a typical voice response company offers. The key, according to Lewis, was that most voice self-service platforms ask and are expecting a simple “yes” or “no” response. But Lewis said a “yes” or “no” answer is often difficult for voice systems to pick up because of the prompt answer. “Our system, even though we’re expecting a yes or no response because it’s natural language, the customer can also say things like ‘no go back’ or ‘could you repeat that’ or ‘hold on a minute’ or things like that,” Lewis…


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