Interactions Blog

Gen AI is coming to the contact center. But how can you avoid common challenges and concerns with implementation? Few companies have the time or resources to train their own models, and most will instead rely on vendors for Gen AI capabilities. Let's look at 6 ways companies can vet Gen AI vendors.

How can you ensure your IT investments target the right initiatives and avoid low-value projects that don't align with your retail company's strategic goals? Now is the time for retail leaders to embrace AI solutions, like advanced IVAs, that offer feasibility, fast ROI, and sustainable value through ongoing improvement and strong partnerships.

This blog delves into the key lessons learned from collaboration between a leading insurance provider and Interactions and how it can serve as a model for other organizations looking to revolutionize their customer service operations.

As the world leader in Conversational AI solutions for customer support, Interactions stands at the forefront of innovation and excellence. The recent announcement that Microsoft-owned Nuance will reach its end of life on December 31st, marks a significant shift. Businesses are left seeking reliable, cutting-edge solutions to fill the void. This is where Interactions shines.

Boston is home to some of the most innovative and transformative leaders in the industry. From financial services to retail, these leaders are pushing the boundaries of CX, driving customer satisfaction, and leading digital transformation efforts.

It’s that time of year again — when customers are rushing left and right to their favorite retailers (in-store and online) to start or finish up holiday shopping. Black Friday, Cyber Monday, and the Holiday season are officially here — and while that can mean great things for businesses, it’s often a stressful and frustrating time of year for consumers.

The Biden-Harris Administration’s initiative, "Time is Money", is a much-needed step toward a future where customers rule. As we move forward, it’s imperative that businesses across all industries take heed of this call to action. At Interactions, we are excited to be at the forefront of this shift, providing solutions that not only meet but exceed the expectations of the modern consumer.

The most marvelous customer experiences often feel effortless. Yet behind the scenes, hard, thoughtful work has been done to pull off the magic. The key to providing stellar customer interactions is some behind-the-scenes magic: human assistance for AI.

Consumers want personalized experiences when interacting with brands. Personalization can lower customer effort while providing an enhanced experience. However, it has been an elusive goal considering many businesses lack a strategy on how to apply personalization in a way that maximizes the customer experience. Long story short, there’s massive room for improvement.

Today’s Intelligent Virtual Assistants (IVAs) bring an effortless ease and human-like interaction to customer service. How can you tell if your company is well-prepared to harness the full value of an IVA? Let’s look at 5 hallmarks of IVA readiness.

Customer service has evolved. Today, customers expect seamless, personalized experiences across any channel, from phone calls to web chats, texts, and social media, all in a way that fits their lifestyle. But how can you ensure that the voice representing your brand truly connects with your customers? The answer lies in your brand’s IVA personality.

In the world of Intelligent Virtual Assistants (IVAs), a 97% intent accuracy rate is remarkable — we won’t shy away from saying it. But what’s as important as touting this metric is explaining how we achieve it for our clients. Read the blog to find out.