SmartAction
SmartAction is an enterprise conversational AI platform that builds intelligent virtual agents for automated customer support across chat, voice, email, SMS, and social channels, now operating as a subsidiary of Capacity.
- Company typePrivate
- Founded2009
- HeadquartersEl Segundo, United States
- Headcount51–100
- GTM typeB2B
- OfferingSoftware
What SmartAction does
SmartAction was an AI-powered customer support platform specializing in conversational AI solutions for enterprise contact-center automation. Founded in 2009 and headquartered in Fort Worth, Texas, the company built Intelligent Virtual Agents (IVAs) that resolve customer inquiries across chat, voice, email, SMS, and social channels. The platform is anchored by an AI Knowledge Orchestration layer that retrieves and synthesizes information from structured and unstructured knowledge bases, layered with agent-assist tooling (real-time assist, transcription, screen recording) and analytics modules (Auto QA, Conversation Intelligence, AI CSAT, agent coaching). Outbound campaign automation for SMS, voice, and WhatsApp extends the product beyond inbound support. SmartAction integrated with 250+ applications including Salesforce, Slack, Microsoft Teams, and Google Chat, and maintained SOC 2 Type 2, HIPAA, and GDPR compliance certifications relevant to regulated buyers.
The business operated on a recurring subscription/services revenue model sold via an enterprise field-sales motion targeting customer support operations. In May 2023, the company raised $38 million in strategic growth capital from TVC Capital, Staley Capital, and ORIX Corporation USA, with stated use of funds to enhance AI technology and expand sales, marketing, and engineering teams. The company is now a subsidiary of Capacity, with smartaction.ai redirecting into Capacity's intelligent virtual agent platform, indicating its technology and product suite have been absorbed into a broader multi-channel AI offering.
SmartAction firmographics
Firmographics- Name
- SmartAction
- Website
- https://smartaction.ai
- Company type
- Private
- Founded year
- 2009
- Operating status
- Operating
- Headcount range
- 51–100 employees
- Short description
- SmartAction is an enterprise conversational AI platform that builds intelligent virtual agents for automated customer support across chat, voice, email, SMS, and social channels, now operating as a subsidiary of Capacity.
- Ownership category
- akta.pro rank
SmartAction industry classification
Industry- Product category
- Conversational AI Customer Service Software
- NAICS
- Software Publishers (5132)
- SIC
- Services-Prepackaged Software (7372)
- akta.pro primary industry
- Conversational AI Platforms (chat/voice bots, orchestration) (HDAAAFAC)
- akta.pro secondary industries
- Contact Center Speech AI (agent assist, IVR automation) (HDAAAFAL), Generative AI & LLM Solutions Services (RAG, Agents, Copilots) (BPAEAHAG)
Keywords
Where SmartAction is headquartered
LocationHeadquarters
- HQ city
- El Segundo
- HQ country
- United States
- HQ region
- North America
Offices1 record
Markets served
SmartAction business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Technology or R&D, Personnel, Marketing or Sales, Infrastructure, Operations
Revenue model
- AI Platform Subscription/Services: AI-powered customer support platform provided as a service to enterprise customers, with the company expanding its technology, sales, and engineering capabilities to serve more clients
Go-to-market motion1 record
Distribution channels1 record
Marketing channels2 records
SmartAction product offering
Product offeringCore offering
SmartAction provides AI-powered customer support through Intelligent Virtual Agents (IVAs) that automate conversational interactions across chat, voice, email, SMS, web, and social channels. The platform enables enterprises to resolve customer inquiries without human intervention using conversational AI and natural language understanding, and is integrated with Capacity's AI Knowledge Orchestration layer.
Product overview
SmartAction offers a unified AI platform for customer interactions across every channel. The core offering consists of AI-powered Intelligent Virtual Agents (IVAs) for chat, voice, email, SMS, and social media automation, complemented by Agent Assist tools including Real-time Agent Assist, Agent Guidance, Transcription, and Screen Recording. The platform also provides Analyze & Improve capabilities through Auto QA, Conversation Intelligence, AI CSAT, and Agent Coaching. For outbound engagement, the platform includes SMS Campaigns, Voice Campaigns, and WhatsApp Campaigns. All these modules are orchestrated through a central Conversational AI foundation and AI Knowledge Orchestration system, with comprehensive Analytics for insights. The platform integrates with 250+ applications including Salesforce and supports SOC 2, HIPAA, and GDPR compliance standards.
Differentiator
Problem solved
Functional benefit
Products and services
- Intelligent Virtual Agent (IVA) Platform AI-powered Intelligent Virtual Agent platform that automates customer service conversations across voice, chat, email, SMS, web, and social channels for enterprise and mid-market customer support operations.
- Conversational AI Customer Support Service
Companies that use SmartAction
Customer profileSegments1 record
Ideal customer profiles1 record
SmartAction technology and API
TechnologyAPI detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Integration3 records
AI capability9 records
Feature1 record
SmartAction partnerships and signals
Strategic signalScale indicators2 records
Recent moves5 records
Expansion highlights5 records
SmartAction competitors and assessment
Company assessmentBroad incumbents
- Five9: Five9 is a cloud CCaaS vendor with native AI agents and agent assist, competing with SmartAction for enterprise customer support automation budgets where telephony-native incumbents can bundle AI with seats.
- Genesys: Genesys is a leading CCaaS platform that has embedded native conversational AI and agent assist into its broader contact-center suite, competing with SmartAction as an established incumbent with deeper telephony and WFM capability.
- NICE: NICE offers an enterprise CCaaS and conversation intelligence platform that competes with SmartAction's full IVA + analytics stack, typically as part of a larger CXone suite sold to large enterprise contact centers.
Direct peers
- Observe.AI: Observe.AI is a conversation intelligence and agent coaching platform for contact centers, overlapping with SmartAction's Auto QA, Conversation Intelligence, Agent Coaching, and Agent Guidance add-on modules.
- Yellow.ai: Yellow.ai offers a multi-channel conversational AI platform for customer support across chat, voice, and email with agent assist, comparable in scope and enterprise targeting to SmartAction's offering.
- Cognigy: Cognigy is an enterprise conversational AI platform offering AI agents across voice and chat with orchestration and agent assist, overlapping directly with SmartAction's multi-channel IVA stack and enterprise GTM.
- Kore.ai: Kore.ai provides a conversational AI and agent platform for customer support and enterprise workflows, with voice/chat bots and agent assist — a close functional competitor to SmartAction's IVA platform.
- Cresta: Cresta provides real-time agent assist and conversational AI for contact centers, directly competing with SmartAction's Agent Assist, Conversation Intelligence, and AI CSAT modules for the same enterprise buyer.
- Inbenta: Inbenta provides conversational AI and knowledge management for customer support, with chat and voice bots aimed at enterprise service teams — a direct peer in conversational AI for support automation.
- Capacity: Capacity is SmartAction's parent company and operates the Intelligent Virtual Agents product line that SmartAction's platform has been folded into. It is the most direct comparator because SmartAction's offering is now delivered through Capacity's surface area.
Market position
Strengths4 records
Weaknesses4 records
Competitive moat5 records
Key risks6 records
Key highlights7 records
Customer concentration
SmartAction social profiles
Digital presenceSmartAction compliance and trust
Trust signalCompliance3 records
SmartAction financial estimates
Financial estimateRevenue estimate
Valuation estimate
SmartAction leadership team
Management profileNumber of profiles
Profiles6 records
SmartAction funding detail
Funding detailFunding overview
Funding rounds2 records
Investors5 records
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
SmartAction M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about SmartAction
What does SmartAction do?
SmartAction provides AI-powered customer support through Intelligent Virtual Agents (IVAs) that automate conversational interactions across chat, voice, email, SMS, web, and social channels. The platform enables enterprises to resolve customer inquiries without human intervention using conversational AI and natural language understanding, and is integrated with Capacity's AI Knowledge Orchestration layer.
Is SmartAction a public or private company?
SmartAction is a private company. It is classified as venture growth investor backed and is currently operating.
When was SmartAction founded?
SmartAction was founded in 2009. It employs 51 to 100 people.
Where is SmartAction based?
SmartAction is headquartered in El Segundo, United States, in the North America region.
How does SmartAction make money?
One revenue line is on record: AI Platform Subscription/Services.
Who are SmartAction's main competitors?
Broad incumbents on record are Five9, Genesys and NICE. Direct peers are Observe.AI, Yellow.ai, Cognigy, Kore.ai, Cresta, Inbenta and Capacity.
Does SmartAction have an API?
No public API is recorded for SmartAction.
What industry is SmartAction in?
SmartAction's product category is Conversational AI Customer Service Software. Its primary akta.pro industry code is HDAAAFAC, Conversational AI Platforms (chat/voice bots, orchestration), with a secondary code of HDAAAFAL, Contact Center Speech AI (agent assist, IVR automation). Its NAICS code is 5132 and its SIC code is 7372.