Introducing CX Actions: No-Code Automation for Key Business Processes

Agents lose time navigating multiple systems to assist customers, prolonging calls and degrading CX. Online, you still are providing disjointed experiences that lack the automation your customers expect. 

Despite heavy investment in AI-enabled CRMs, chatbots, and contact centers, the lack of effective automation exacerbates issues—agents struggle, leaving customers unhappy. 

The problem is companies haven’t deployed a modern action layer to power automation, decisions, policies, and system connectivity. 

CX Actions addresses these gaps by unifying your systems and deploying assistance and automation for your agents and customers. 

This release is an addition to CX Answers. Together, CX Answers and Actions ensure your team gets fewer tickets and makes interactions faster and more efficient when they happen.

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How CX Actions can improve your operations

CX Actions is the workflow layer that enables enterprises to automate every key business process, such as appointment scheduling, billing inquiries, refunds, and returns—all without code. 

The engine incorporates the user's context, your business policies, permissions, and CRM data to drive fast and accurate resolutions. 

Benefits include:

• Boost self-service. Enable customers to trigger automated actions and resolve more issues through self-service without getting agents involved. 
• Speed-up resolutions: Provide agents with contextual customer data from third-party apps during calls to avoid time-consuming screen juggling.
• Personalize interactions: Adapt actions to each customer and agent by responding to a person’s unique context and intent.
• Cut support costs: Automation capabilities enable you to reduce agent headcount, training times, and cost per call. 
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Automate actions for both customers and agents

Embed custom actions into any environment—whether it's for your agents or as a self-help option on your website.

Customers can access CX Actions through Help Centers, knowledge articles, virtual assistants, and their authenticated account pages.

‍Examples of customer-facing actions:

• Let customers initiate refunds, returns, or book appointments themselves
• Automate customer ticket handling to resolve queries within SLA guidelines
• Streamline customer onboarding with automated access, resources, and training setup

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Agents can leverage CX Actions through CRMs, CCaaS, & custom systems.

‍Examples of agent-facing actions:

• Display contextual customer data, like policy number, recent transactions and warranty status, to agents during calls
• Use contextual customer data to trigger the next best action
• Update customer records and trigger ticket creation in CRMs 
• Trigger SMS and email alerts for shipping and delivery updates from OMS
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What makes CX Actions unique

• Omnichannel. Publish actions to agent workflows, search results, and self-service with a single integration. The engine will automatically adjust actions based on the user’s specific context.
• Fast ROI. We make it easy for CX leaders to go live within days, make an immediate impact on workflows from day one, and drive new efficiencies for their organizations.
• No-code builder. No need to bring your IT team to get up and running. A quick and IT-free setup gives you more control to accomplish your CX goals. 
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Give it a try!

CX Actions is available today as a paid add-on for the Enterprise AI+ plan. Reach out to one of our experts, so they can enable and tailor CX Actions to fit your needs.