At any given moment, my phone has at least five notifications from apps, mail, texts, and missed calls. Consumers face information overload on a daily basis. But we are also reliant on it. One of those notifications is usually from my pharmacy telling me to reorder my prescription, another is from my favorite brand informing […]
Read More… from 3 best practices for proactive communication
You’re not able to change the unpredictability of the weather, but you can ensure better days ahead for your customers and care team when outages do occur. We witnessed the catastrophic effects that outages can cause recently when Winter Storm Uri’s extended cold, snow, and ice resulted in snapped power lines, burst pipes, and other […]
Read More… from 4 Best Practices for Maintaining High-quality Service During Outages
This blog is written courtesy of Interactions R&D team. Improved artificial intelligence (AI) technologies along with the widespread availability of capable devices has led to a recent surge in speech-driven conversational systems that allow users to interact with virtual agents. Strong adoption has provided the impetus to make these conversational systems not only ubiquitous, but […]
Read More… from Classifying Spoken Utterances Without a Dictionary
Valentine’s Day is just around the corner. Every year, I receive multiple emails and Facebook ads reminding me that I need to make sure I tell that special someone how much they mean to me. Greeting cards at the store read “You make me feel special,” “Thanks for always being there” and “Valentine, you just […]
Read More… from 5 Ways to Make Your Customers Fall in Love with Your Brand
A few years ago, Marie Kondo took the hearts of the world when she introduced her method to declutter and organize houses by “sparking joy”. This minimalist approach transformed people’s homes and lives and has since become a fresh way to look at everything in life: if it doesn’t spark joy, it doesn’t belong. Let’s […]
Read More… from How to Spark Joy on the Customer Journey through Digital Transformation
This blog is written courtesy of Interactions R&D team. When should AI say: “I don’t know”? No one is perfect! Humans make mistakes, and so do machines. An admirable quality in humans is to accept one’s mistakes. It turns out that it is also a valuable quality for AI. In recent years, the role of […]
Read More… from The Role of a Confidence Score in Conversational AI
A brand’s long term success and relevance is directly related to their appetite to innovate. We’re all heard the stories of brands who failed to challenge the status quo and deploy innovative technologies meant for the digital world. Think of Blockbuster, the once movie distribution giant of the early 2000s who didn’t accept the reality […]
Technology has the power to make or break a business, especially contact center technology. Don’t believe us? Imagine this: a potential customer calls your brand because they are interested in purchasing your product or service, but is having trouble navigating the website. Depending on the technology that you deploy, that potential customer may have to […]
Read More… from IVA, IVR, Chatbot, DTMF? What’s the difference?
When it comes to etiquette, the first thing that usually comes to mind is which fork should I use? However, etiquette extends far beyond the dinner table into everyday social and business settings, formal occasions like ceremonies, and yes, even to customer experience. The word etiquette is synonymous with Emily Post, who is famous for […]
Read More… from 5 Ways Old School Etiquette Applies to Modern Customer Care