SmartAction

SmartAction positions itself as a specialized provider of AI-powered virtual agents for contact centers, focusing on automating complex customer service interactions across multiple channels. The company was founded in 2009 by inventor and entrepreneur Peter Voss, commercializing technology developed at his earlier R&D startup, Adaptive AI, Inc. This foundation in artificial general intelligence research was applied to manage inbound and outbound calls for contact centers. In July 2024, SmartAction was acquired by Capacity, a St. Louis-based AI-powered support automation platform, in a move to significantly expand Capacity's voice and contact center offerings.

The company's core offering is an AI-enabled platform that provides omnichannel customer service through its Intelligent Virtual Agents (IVA). This cloud-based service operates over voice, chat, and SMS, designed to handle complex customer requests and automate conversations traditionally managed by live agents. The platform leverages natural language processing and is engineered to integrate with existing CRM and contact center systems, aiming to reduce operational costs and improve agent productivity by freeing them to handle higher-priority issues. The business model is centered on a collaborative partnership approach, where SmartAction works with clients to design, build, and maintain customized solutions throughout the account's lifespan. This service is targeted at consumer-facing enterprises in sectors like financial services, healthcare, retail, travel, and hospitality. Revenue is generated by providing this managed, AI-driven customer service automation.

Key milestones for SmartAction include securing a total of $38 million in strategic growth capital, with a significant funding round in May 2023 led by existing investors TVC Capital and Staley Capital. This capital was aimed at advancing its AI technology platform and expanding the commercial team. In November 2022, Kyle Johnson was appointed CEO. Before its acquisition, SmartAction had established a notable client base including brands like AAA, DSW, Electrolux, and Choice Hotels. The acquisition by Capacity integrates SmartAction's NOVA platform into a broader support automation ecosystem, combining it with other acquired technologies like CereProc's text-to-speech capabilities to enhance the overall customer experience workflow.

Keywords: conversational AI, intelligent virtual agents, contact center automation, customer service automation, voice automation, chatbot solutions, AI-powered customer support, natural language processing, omnichannel support, customer experience technology, IVA, self-service solutions, call center AI, support automation platform, enterprise AI, automated customer interaction, digital customer service, financial services AI, healthcare AI, retail customer service