Seizing the Opportunity: Why Interactions is the Future of Conversational AI As the world leader in Conversational AI solutions for customer support, Interactions stands at the forefront of innovation and excellence. The recent announcement that Microsoft-owned Nuance will reach its end of life on December 31st, marks a significant shift in the landscape of Conversational […]
In the ever-evolving world of customer experience (CX), Boston is home to some of the most innovative and transformative leaders in the industry. From financial services to retail, these leaders are pushing the boundaries of CX, driving customer satisfaction, and leading digital transformation efforts. If you’re in the CX space, here are the top 10 […]
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It’s that time of year again — when customers are rushing left and right to their favorite retailers (in-store and online) to start or finish up holiday shopping. Black Friday, Cyber Monday, and the Holiday season are officially here — and while that can mean great things for businesses, it’s often a stressful and frustrating […]
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In a significant move to champion the rights of everyday Americans, the Biden-Harris Administration has launched the “Time is Money” initiative. The effort seeks to address the pressing challenges that have long plagued consumers—excessive hold times, convoluted processes, ineffective and poorly designed automated customer service systems, and more. We commend this initiative as a crucial […]
Read More… from Ending the Customer Service Doom Loop: A Transformed Era of Effortless Interactions
The most marvelous customer experiences often feel effortless. Yet behind the scenes, hard, thoughtful work has been done to pull off the magic. Take Disney parks, for example. They are famous for invisible touches that deepen immersion, such as their “Smellitizer” scents piped in on Main Street and on rides like Soarin’ Over California and […]
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Consumers want personalized experiences when interacting with brands. Personalization can lower customer effort while providing an enhanced experience. However, it has been an elusive goal considering many businesses lack a strategy on how to apply personalization in a way that maximizes the customer experience. Long story short, there’s massive room for improvement. At the recent […]
How to assess your organization’s ability to fully harness the power of an IVA Today’s Intelligent Virtual Assistants (IVAs) bring an effortless ease and human-like interaction to customer service. Customers can resolve issues in less time on the channel they prefer, while contact centers reduce live agent minutes, average handle times, and costs. Yet, before […]
Customer service has evolved. Today, customers expect seamless, personalized experiences across any channel, from phone calls to web chats, texts, and social media, all in a way that fits their lifestyle. But how can you ensure that the voice representing your brand truly connects with your customers? The answer lies in your brand’s IVA personality. […]
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How Interactions Has Built a Winning Combination of Humans and Technology 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. IVA vs. IVR vs. […]
Read More… from The Not-So-Secret Ingredient for Achieving 97% IVA Intent Accuracy