Interactions Blog

The Not-So-Secret Ingredient for Achieving 97% IVA Intent Accuracy

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.
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Lindsey Andrews June 5, 2024 | 6 min read
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How Machine Learning Drives Better Enterprise Customer Care

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.
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Interactions August 24, 2016 | 4 min read
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Are You Measuring the Right Contact Center Metrics?

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.
Michael Roche
Michael Roche August 18, 2016 | 4 min read
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Interactions Raises $56 Million to Transform the Future of Customer Care

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.
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Interactions August 10, 2016 | 4 min read
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The 2016 Speech Industry Star Performers

Interactions Offers Affordable, Self-Learning ASR and TTS By: Phillip Britt – Posted Aug 1 on SpeechTechMag.
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Interactions August 1, 2016 | 4 min read
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Make Moving Easier – for you and your Customer – with Virtual Assistant Solutions

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.
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Interactions July 25, 2016 | 5 min read
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What is Machine Learning – and Why is it Important?

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.
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Interactions July 7, 2016 | 5 min read
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Interactions to Highlight Research on the Modern Customer Care Journey at Forrester CXNYC 2016

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.
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Interactions June 20, 2016 | 3 min read
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Are Millennials Driving Up Health Insurance Costs?

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).
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Interactions June 16, 2016 | 4 min read
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The Transformation of Customer Care in Health Insurance

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.
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Interactions June 13, 2016 | 4 min read
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The Rise of Intelligent Virtual Assistants

I recently presented at SpeechTEK 2016 and was very encouraged by the enthusiasm and momentum surrounding our industry. It’s clear that Artificial Intelligence (AI) technologies have finally come of age.
Phil Gray
Phil Gray June 1, 2016 | 4 min read
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Can Conversational Virtual Assistants Offer a Better Way to Travel?

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.
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Interactions May 24, 2016 | 4 min read
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The Future of Automated Customer Care is a Bright One

Recently, I hosted a forward-thinking interactive session at Frost & Sullivan Customer Contact East titled “Automated Customer Care with a Human Touch.” Based on the findings from a recent study on consumers’ experiences with automated customer service interfaces, the session raised some interesting points about the current state of customer care.
Michael Roche
Michael Roche May 10, 2016 | 4 min read

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