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)
Forward thinking companies are customer obsessed. Naturally, they are focused on the ways to improve customer experience. Technology, especially automated customer service applications, are a common place to start improving the customer experience. When this kind of technology, such as Conversational AI, is put into the contact center, it improves many areas beyond customer experience, […]
Read More… from How to Determine the Best Use Cases for Conversational AI
Why should hospitals and healthcare organizations care about patient experience? At its core, healthcare is about serving people. Service industries must keep customer experience in mind, otherwise they are contradicting this integral purpose. Imagine having a doctor with a terrible bedside manner. No matter how great the doctor or facility, chances are the patient will […]
Just a couple days ago, fans around the world wished Michael J. Fox aka “Marty McFly” of Back to the Future, a happy 60th birthday. Seeing that made me remember how that movie shaped my vision of what the future would bring: flying cars, video conferencing, personal drones, and even self-tying shoes. While we have […]