Interactions Blog

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.

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.

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.

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.

Since the early days at Bell Labs, when speech recognition was in its infancy, the goal has always been to transcribe what was spoken – perfectly. There is a long history of amazing technology milestones that have led us from having computers make sense of simple words, then phrases, then sentences.

Artificial Intelligence (AI) is currently one of the most talked about topics – spanning various industries, companies, and applications. More recently, though, the conversation has shifted to begin acknowledging the role of humans behind all of this automation, particularly when it comes to ensuring accuracy and top performance.

Interactions recently hosted an interactive discussion on the current state of automated customer care services.

When it comes to enterprise customer care, machine learning enables Virtual Assistant solutions to automate tasks that used to require a live agent: password resets; address and complex information collection; even sales support. Integrating machine learning into enterprise customer care opens doors to more flexible automated solutions.

Traditional contact center measurements – such as Speed to Answer, Containment, and Average Handle Time – focus primarily on increasing efficiencies in order to lower costs. Ultimately, however, these metrics are only capturing part of the story when it comes to one of your most important revenue drivers: your customers.

Revolution Growth, NewSpring Capital and Comcast Ventures lead investment to accelerate global growth and expand core AI technology Interactions LLC, a leader in speech and natural language technology solutions and the fastest growing company in customer care, today announced the completion of a $56 million funding round led by new investors Revolution Growth, NewSpring Capital and Comcast Ventures with additional funding from existing investors.

Interactions Offers Affordable, Self-Learning ASR and TTS By: Phillip Britt – Posted Aug 1 on SpeechTechMag.

Summer and Fall represent some of the busiest moving times for major metropolitan areas. Many large cities, for example, are already preparing for the ‘September 1st Shuffle’ – a frenzy of relocation that occurs as college students resettle into the city for the start of another academic year.