As part of our design practice, we spend time talking to consumers who interact with the AI applications we build. When people like an experience, they often describe it as conversational and say that it feels like talking to a person. Similarly, our clients use conversational as a way to describe the experiences they want […]
Conversational AI gives organizations the opportunity to create applications that customers use successfully and willingly. The key to achieving these goals is delivering an excellent user experience–which for conversational apps can be quite a challenge. Every customer using these apps is already an expert because of their vast experience conversing with other humans. Every customer […]
The digital patient experience demands excellence. Patients are raising their expectations and looking for convenient access to healthcare through digital channels. So much so that, according to Accenture, 50% of patients say a bad digital experience with a healthcare provider ruins the entire experience with that provider. One easy way to positively impact a patient’s […]
Read More… from 3 Reasons to Empower Your Patients with Self-scheduling Appointment Technology
Conversational AI technologies open up a world of possibilities for creating automated interactions that feel simple and intuitive. With Conversational AI, systems no longer need to tell users exactly what to say or present them with a limited menu of choices. Instead, the best conversational interfaces let users tell us what they need in their […]
Customer experience is as much of an art as it is a science. Factors that influence the success or failure of customer experiences can be elusive and broad. Sure, we could look at customers’ top priorities when it comes to interacting with a brand, like speed or a knowledgeable agent, but often these individual characteristics […]
We’ve all been there. A fraud alert pops-up, signalling the need to cancel your debit card and then wait 5-7 business days to receive a new one because your account has been compromised. After waiting on the line to speak to a live agent, they’ll dictate each and every transaction to you, confirming if you […]
Bank technology is shifting. Specifically, the automated customer service technology. Once only powered by human agents, the first automated technology that was introduced in the contact center acted mainly as a way to redirect calls to the right department. While this traditional automation technology may have helped internal organizational practices, it did little to boost […]
With years of Conversational AI experience here at Interactions, we know what matters most to customers–efficient resolutions, human-like and empathetic dialog, and an overall comfortable and satisfying experience. We’re thrilled to announce that we’ll be leveraging our knowledge from millions of industry focused conversations and design expertise into the Insurance space. We know one thing […]
Read More… from Customer-Centric Digital Transformation for Insurers
Brands know that customer experience is important. And we know from countless studies that making customers wait is one of the top deterrents from a positive customer experience. So it’s no surprise that brands are searching for ways to eradicate this pain point from the customer journey. The methods, however, aren’t always effective. Why do […]
Read More… from Common Band-aids for CX (and Why They Don’t Hold Up)