Interactions Blog

Q&A with Vistra Energy and Evergy

Curious how players in the utility space see CX, conversational AI, and future planning with IVA and CCaaS? Read this Q&A with Vistra Energy and Evergy.
Interactions September 19, 2023 | 5 min read
CMOs and CX Banner

What is the CMO’s Role in CX?

With technology evolving rapidly, so is the evolution of the customer experience (CX). The customer journey is no longer linear – which means understanding the customer to create a simple, straightforward path to getting things done is more important than ever before.
Interactions March 29, 2017 | 3 min read
Woman Drinking Coffee Looking at Smartphone

3 Ways to Improve Debt Collection With AI

For a collections organization, live agents on the frontline represent the heartbeat of the organization. The productivity of the people who connect with consumers on a daily basis has a direct correlation with revenue . Having this knowledge top of mind provides management with a key set of strategies to increase productivity.
Interactions March 14, 2017 | 3 min read
Woman on phone with eyes shut

The True Cost of DTMF

Press 1 for lower CSAT, 2 for lost revenue We have all been on the receiving end of this ancient customer service technology. “Press 1 for sales, 2 for billing, 3 for something else…”. Dual Tone Multi-Frequency Touchtone dialing (DTMF) presents a list of menu options to choose from and directs your call accordingly.
Interactions March 7, 2017 | 4 min read
Outages Banner

Planning for Seasonal Utility Spikes (to Save Time and Money)

Imagine it’s the dead of winter, and outside the snow has been steadily accumulating all day. But inside, the heat is on, the food is warm, and you’ve been happily binge-watching the latest Netflix/Amazon/HBO series for the past few hours. The comforts of the living room almost make the dreary conditions outside bearable.
Interactions February 22, 2017 | 3 min read
Voice Biometrics Whitepaper

Making the Case for Voice Biometrics

Voice biometrics is a convenient and secure method of authenticating a caller’s identity with just a few words. This is made possible by the fact that everyone has different physical and behavioral characteristics that influence the sound of their voice and in combination these are – just like a fingerprint – unique to every individual.
Interactions January 30, 2017 | 2 min read
Women looking at phone and laptop

Customer Care in the “Age of the Customer”

The average consumer is exposed to many brands on a daily basis – numerous products and services they could ‘hire’ at their fingertips 24/7. In this hyper-availability and hyper-adoption era, it’s understandable why brands struggle to stand out in the eyes of the consumers.
Interactions January 13, 2017 | 4 min read
State of Voice Authentication Banner

4 Things to Expect from Virtual Assistants in 2017

In 2016, we spent a lot of time talking about Intelligent Virtual Assistants: what they are, how they are used, what’s contributing to their increasing popularity, and the benefits they bring to customer care.
Interactions January 3, 2017 | 4 min read
Man looking at phone on train platform

Artificial Intelligence: Assistant, not Overlord

Today’s tech buzzword, Artificial Intelligence (AI), can be a difficult concept for many people to wrap their heads around. AI technology, which arguably holds vast potential to revolutionize the way the world works, is nonetheless often used to paint an apocalyptic view of the future.
Mike Iacobucci
Mike Iacobucci December 27, 2016 | 6 min read
Woman using a headset

8 FAQs About Artificial Intelligence and Customer Service

Artificial Intelligence (AI) is an important and evolving concept that is having significant impact within the Customer Experience industry — and it’s a topic that is being talked about on a seemingly daily basis at this point.
Interactions December 14, 2016 | 7 min read
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Why You Shouldn’t Let a Personal Virtual Assistant Represent Your Brand

With the rise of Personal Virtual Assistant offerings from Apple, Amazon, and Google, the fact is that these brands are increasingly becoming part of your customers’ lives. With a simple voice command, these AI-powered helpers provide on-demand information and productivity. And, when it comes to your customers, you have every reason to be jealous.
Interactions November 29, 2016 | 4 min read
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What We Can Learn From Holidays Past: A Shopper’s Guide

Hold onto your hat — Black Friday, and its companion shopping day extension, Cyber Monday, are here again. We begin our official rush to the stores and internet to secure the best possible present for each person on our lists. But along with that come the inevitable headaches of shopping, long lines and crowds.
Interactions November 23, 2016 | 6 min read
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Advantages of Voice Biometrics Solutions

As security concerns and incidents continue to grow across businesses in most industries, the ability to provide convenient and secure authentication for customer service applications is becoming a requirement for modern security standards. For this reason, voice biometrics solutions are increasingly being implemented.
Interactions November 17, 2016 | 3 min read

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