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Investing in Conversational AI technology and putting it at the forefront of the contact center can optimize labor and improve customer experience while providing a strong foundation for future business goals.
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Lately, it seems that every time you open your browser or casually scroll through a news feed, someone is writing about machine learning and its impact on both humans and the advancement of artificial intelligence.
Join Senior Interactions Leadership to Learn How to Simplify and Improve Your Customer Experience with Innovative Automated Customer Care Solutions Interactions LLC, a leader in speech and natural language technology solutions, will host an interactive discussion at Forrester’s annual Customer Experience event, CXNYC, to be held June 21-22nd in New York City.
Earlier this week I shared some thoughts on the emergence and growth of the individual market within the health insurance space, largely based on the implementation of health insurance exchanges and the Affordable Care Act (ACA).
It’s been six years since the Affordable Care Act (ACA) was signed into law and the impact on the health insurance market has been clear: the shift from employer-based health insurance to a market of individuals is in full swing.
Recently, my family and I traveled from Boston to a vacation out West, leaving the cold, snowless city in search of sun and better skiing. We flew a national airline, rented a car, and stayed in a vacation rental home — all booked online. Mostly, it went fine.
Did you know that the majority of consumers contact companies on multiple channels just to resolve a single issue? This means that your customers are browsing, typing and calling just to get something done – which can make the customer care journey feel more like a hike.
Did you know that the majority of customers start their journey online, before branching out to other service channels in search of a solution? This means that your customers might be spending a lot of time searching, chatting or calling to find the answer that they need.
Recently, Harvard Business Review published an article highlighting how many organizations are reengineering business processes with powerful machine learning algorithms.
At Interactions, we’ve been talking a lot recently about how the ability to deliver a superior customer care experiences is becoming an increasingly important factor in determining business success. And it’s clear that we aren’t the only ones noticing this shift.
