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
Interactions and Kyndryl have a lot in common; we’re both technology leaders in our respective fields, work with the world’s most recognizable brands and are obsessed with the success of our customers. Naturally, a partnership makes sense. Today, that idea becomes a reality. Together, Interactions and Kyndryl, the world’s largest IT infrastructure services provider, are […]
Read More… from Interactions and Kyndryl Partner to Deliver Craveable IT Support Experiences
If you missed the recent Interactions webinar with Opus Research, don’t worry – we’ve got you covered. Joe Kuhn, Solutions Architect at Interactions, dropped some serious knowledge bombs during the Q&A session, and we’ve rounded up his answers into a one stop guide. So, let’s dive right in! Authentication: The Gatekeeper of Secure Transactions Q. […]
Did you know that 89% of customers switch to a competitor after a single instance of poor customer service(1)? That’s because no one wants to do business with an organization that treats customers poorly. In today’s dynamic landscape of customer service and contact center experience, where every interaction counts, businesses must strive to not just […]
The customer service industry has long been exploring the potential of AI, with hundreds and thousands of providers already crowding the market and promising various benefits. Further, the recent boom of Generative AI has exponentially changed the landscape, and the rapid pace of development has left CX and customer service leaders grappling with a new […]
Read More… from From Data to Delight: Interactions Success in Customer Service Beyond Numbers
In today’s busy, crowded world, good experiences drive loyalty. And with an endless variety of choices and never enough time, consumers will quickly move on if a business doesn’t provide frictionless, memorable, respectful, and — above all — human-centered customer service experiences. Yet, it’s easy to negatively impact CX with technology solutions that promise good […]
Read More… from Crafting Memorable Moments: 5 Strategies for Elevating CX Interactions
At the heart of every customer-centric business lies the quintessential question: “How can we improve and optimize the customer experience?” Recently, we hosted a workshop at Frost & Sullivan for the best and brightest in the CX industry. We asked the participants to work through the development of a transformation strategy, and identify the priorities, […]
How Can the Bar be Raised to Surpass Customer Expectations? In a world of high demands and countless inquiries, meeting consumer expectations isn’t just a goal; it’s a commitment. A dedication to understanding your customers ensures that every interaction is personalized and purposeful, alleviating the pain of lengthy wait times and ensuring each conversation is […]
Read More… from When Good Isn’t Enough: Developing Customer Care that Exceeds Expectations
39% of CX leaders polled by GDS state competing objectives and KPIs between departments within their organization as the reason their CX efforts are impeded. Amongst businesses, this remains a barrier to achieving CX excellence. Is it possible to navigate the strategic crossroads between pursuing quick wins and aiming for game-changing nirvana? The best and […]
Read More… from Quick Wins or Slow Burners: The Pursuit of CX Excellence