The AI. Decsion that determnins cost and ROI
Most businesses are rushing into AI and asking the wrong question.
They ask: “What tool should we use?”
The better question is:
Do we need AI that answers… or AI that acts?
That one distinction determines cost, complexity, and ROI.
Smart Answer: Improve the Conversation
Smart Answer AI uses your existing content (policies, FAQs, knowledge articles, manuals) to deliver better answers—fast.
- Reads your documents
- Finds the right policy or procedure instantly
- Assists agents in real time
- Answers customer questions consistently
It doesn’t change your systems. It improves how people use them.
Business impact:
- Lower cost per conversation
- Shorter calls and chats
- Less training time
- Fewer escalations
Why it’s usually lower cost: it’s contained. You’re improving answers without rebuilding workflows or integrating multiple systems.
Smart Action: Automate the Work
Smart Action AI goes beyond answering. It executes tasks across your business systems.
- Updates CRM records
- Books appointments
- Processes returns or cancellations
- Runs multi-step workflows
- Coordinates handoffs across teams
This is where AI becomes operational—not just conversational.
Business impact:
- Lower cost per transaction
- Less manual work
- Fewer handoffs and delays
- More consistent execution
Why it costs more: Smart Action requires integration, orchestration, guardrails, monitoring, and process design. You’re not just improving performance—you’re redesigning operations.
The Real Difference (In One Line)
Smart Answers reduce cost per conversation.
Smart Actions reduce cost per transaction.
Most organizations should start with Smart Answer to get fast, measurable wins—then expand into Smart Action once the savings and process clarity are proven.
Not Sure Which One You Need?
If you’re deciding between Smart Answer and Smart Action, we can help you choose the right level—based on your goals, your systems, and your budget.
DrVoIP — Where IT meets AI — in the cloud.