Interactions Blog

At Interactions, we talk a lot about how Intelligent Virtual Assistants have real, tangible benefits for brands -- from increasing customer satisfaction, to reducing costs and improving overall efficiency. But you don’t have to take our word for it. Here are stories from three Interactions customers.

We all know the important role social media plays for both B2B and B2C companies. Aside from posting and engaging with followers, social media also allows for a behind-the-scenes look into what your customers are really thinking -- if you know where to look for it.

As brands continue to focus on improving the customer experience, incorporating automation into customer interactions is becoming more and more important. That’s why technologies such as chatbots and Intelligent Virtual Assistants (IVAs) continue to gain popularity.

How can retailers really impress during the holiday season? By providing efficient and speedy customer care Read our blog to learn 4 tips for making this happen.

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. The issue of channel choice is often complicated and depends on factors such as the company consumers are trying to contact, and the complexity of the issue the consumer is trying to resolve.

Recent research shows that customers prefer to interact with conversational AI. While this information is interesting, it’s important to note that there are actual revenue-driving benefits of conversational AI.

While the future of AI doesn’t consist of robots ruling the world, we admit that sometimes AI can be a bit, well...creepy. We conducted a survey with The Harris Poll to learn just how much creepiness Americans are willing to tolerate from AI, and where the line is drawn.

While robots aren’t about to take over the world, it sometimes feels like big brother is watching over us in the shape of a round plastic object named Alexa or Google. We asked consumers to weigh in: what’s the creepiest encounter you’ve ever had with AI?

Empathy maps describe what a customer goes through as he/she is trying to complete a task, in a product or brand agnostic way. In other words, empathy maps allow you to take a step back from your product and paint a picture of a typical customer’s experience -- their needs, expectations, goal, hurdles and behavior as they try to overcome those hurdles.

I admit it. I can be pretty impatient at times, so the other day when my son came downstairs to find me yelling at my computer with the remote in my hand, he wasn’t entirely surprised. But it was still a humbling moment.

These days, you can't turn on the news, listen to your favorite podcast or read an article without hearing about the latest and greatest developments in AI. But for many businesses, AI is more than hype -- it’s an important part of how they do business and connect with their customers. And in the world of customer care, getting AI right is a challenge many businesses will deal with for years to come.

We’ve talked a lot about omnichannel — what it is, how it differs from multichannel or cross-channel solutions, and how to tell if a solution is ‘true omnichannel’ or just hype. But from a company’s perspective, why is this so important, and what are the major reasons to invest in omnichannel? As many organizations look for new ways to integrate technology to improve processes or customer care, this is an important question to answer.