True AI, on the other hand, doesn’t just follow instructions – it learns, adapts and improves over time, says Carmen Hattingh, GM operations at Smartz Solutions.
Timeline
2024
December
- 11.
November
- 27. AI-driven customer-agent matching uses advanced algorithms and real-time data to connect each customer with the agent best equipped to meet their needs.
- 14. Smartz Solutions' platform provides the flexibility of cloud solutions while allowing businesses to maintain and optimise their existing on-premises infrastructure.
September
- 25. Voice biometrics streamlines proof of life authentication for businesses and beneficiaries, while reducing costs and enhancing security, says Vanda Dickson, business development manager at Smartz Solutions.
- 4. With Smartz Solutions’ voice biometrics integrated into its omnichannel platform, authentication can occur in real-time during a natural conversation.
- 2. By integrating AI with human oversight, bots can manage routine tasks while seamlessly transferring more complex or emotionally charged issues to human agents.
August
- 28. Automatic Interaction Distribution, developed by Smartz Solutions, integrates sentiment analysis and real-time customer engagement.
July
- 30. The company is nominated in the Innovation Awards category for the Best Enterprise Contact Centre Platform.
- 16. Without a clear understanding of how AI fits into the overall strategy, contact centres risk misalignment, says James Guthrie, founder of Smartz Solutions.
May
- 30. One of the most significant challenges contact centres face is the reliance on traditional legacy systems, says James Guthrie, founder of Smartz Solutions.
- 22. Smartz Solutions provides omnichannel communication solutions designed to unify back-office operations, communications and employee engagement.
April
- 3. Ticketpro partnered with Smartz Solutions to remove operational inefficiencies and boost customer experiences.
February
- 21. Customer-agent matching employs advanced algorithms, machine learning and sentiment analysis to pair customers with the most suitable agents, says Leon Katzke, chief software officer at Smartz Solutions.
- 14. The key to transforming employee experiences in contact centres lies in moving beyond mere task allocation.