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Omni-channel vs Opti-channel

Omni-channel versus Opti-channel: The evolution of customer contact channels

You've probably heard of omnichannel, but what's the next big thing for channel offerings? Learn all you need to know about opti-channel and how it will revolutionize the way customers communicate with your brand.
Interactions November 7, 2019 | 4 min read
3 Ways to Prevent AI from Becoming Creepy Banner

3 Ways to Prevent AI from Becoming Creepy

There is a fine line between helpful and creepy when it comes to AI technology in customer service. Learn how you can ensure your business doesn't cross the line.
Interactions October 9, 2019 | 4 min read
3 Misconceptions about AI

3 Misconceptions about AI (and why there is nothing to fear)

Right now, AI is a strange, unknown concept to many. Read our latest blog on 3 misconceptions about AI—and why there is nothing to fear.
Interactions September 26, 2019 | 5 min read
Benefits of Conversational AI

3 Revenue-Driving Benefits of Conversational AI

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.
Interactions November 7, 2018 | 3 min read
Creepin' it real

The AI Creep-O-Meter

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.
Interactions October 31, 2018 | 2 min read
AI on the Creepiness Scale: Real Life Stories

AI on the Creepiness Scale: Real Life Stories

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?
Interactions October 24, 2018 | 4 min read
AI Adoption Banner

AI and the Customer Experience: 3 Situations Where Customers Prefer AI

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.
Interactions October 3, 2018 | 5 min read
AI Banner

AI Adds Value to the Customer Experience: 3 Use Cases

There is no shortage of use cases where AI adds value to the customer experience. Whether it’s increasing automation to improve efficiency or providing personalized customer experiences, AI has the potential to improve how customers interact with brands on a daily basis. But for companies looking to justify AI investments, it can be difficult to know where to start.
Phil Gray
Phil Gray September 12, 2018 | 3 min read
Natural Language Processing

How Natural Language Processing Improves Customer Care

There are many who would say that Natural Language Processing is experiencing something of a revolution right now. Across various industries, a number of advances — including new machine learning technologies — are coming out that support further advancement of existing artificial intelligence technologies. But what is Natural Language Processing, and what is its potential impact on the customer care industry?
Interactions September 5, 2018 | 2 min read
Humans and AI Graphic

Humans + AI = Excellent Customer Experiences

We’ve all had frustrating customer service experiences — dealing with awkward, robotic automated systems that don’t understand you or offer the right menu options. If we’re being honest, most of the time we probably end up rapidly pushing buttons or yelling ‘agent’ until we’re directed to a real person, just to avoid these systems. Companies actually put these systems in place to help the customer service process, but poor implementation and design often means they just cause frustration and often worsen customer experiences.
Interactions August 1, 2018 | 1 min read
Growing Role of Speech and AI

The Impact of Speech and AI on Customer Care

As customer preferences continue to evolve and care channels such as chat become more widely used, there is sometimes a perception among companies that voice is becoming less important. This couldn’t be further from the truth, however, as studies have shown that voice is still king in customer care. And while this certainly refers to the fact that customers are still calling into customer care centers at overwhelming numbers, it also refers to the fact that voice and speech are becoming even more important in applications across other customer care channels as well.
Interactions July 11, 2018 | 3 min read
Recipe for Trusting

The Recipe for Trusting Virtual Assistants

As AI solutions and virtual assistants make their mark people and businesses, we’re learning there’s a hesitation to trust the technology with big decisions—like where to invest money, how much to pay employees, or what treatment to provide a sick patient. Reasonably so. However, when we look beyond these high-stakes applications, there’s good reason to trust many AI-powered virtual assistants that are in use by millions of people each day.
Phil Gray
Phil Gray June 20, 2018 | 4 min read

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