“When Interactions started out in 2004, a streamlined customer experience certainly wasn’t considered the business necessity that it is today. Our evolution and growing success can be attributed to two key factors: a passionate, hardworking team that believed in our core mission; and the invaluable, longstanding partnerships we’ve forged with forward-thinking companies that share our dedication to exceptional customer experiences.”
-Michael Iacobucci, longstanding CEO of Interactions
15 years ago, the impact that technology has on customer care could not have been predicted. In fact, the importance of customer care and the entire customer journey was only beginning to be recognized. Our forward-thinking approach to customer experience, combined with world-class research and development teams from early on, steered us onto a path to lead the way that brands and their customers communicate today.
Because of our technology’s innovative nature, we faced an uphill battle of convincing skeptical business leaders of its value. Those who did join us early are still with us today, and are now recognized as leaders in customer experience. Together, our dedicated employees and our committed partners continue to raise the bar for what is possible, and what is expected, when it comes to customer experience.
Once a revolutionary idea, our Adaptive Understanding™ platform, which is built on the idea of using humans and technology together for the best results, has become an evolutionary necessity for businesses who wish to compete in today’s market. It allows for the most seamless customer experience and performs like your best agent by engaging in effortless and productive conversations. A Walker study found that by the year 2020, customer experience will overtake price and product as the key brand differentiator, and our IVA is vital to help companies create these stellar customer experiences.
Working in today’s most innovative technology space, AI, the focus is always on the future. How can we improve on the AI that we have? How can we design a better solution? How can we make our customers, and their customers, more satisfied?
But every now and again, it’s important to look back on all that we have done. This week, Interactions celebrates 15 years of leading the way in Conversational AI for customer experience. Not only have we been globally recognized as the leader in Conversational AI by analyst firms, but we have proved it by delivering transformational results to the world’s largest brands. For all that have supported us on our journey, thank you. We look forward to another 15 years of success and beyond!