Agents and automation both play an important role in customer experience. Automation can support many functions of customer experience– both directly and indirectly assisting customers. An example of automation directly supporting customers is with virtual agents. These applications are customer-facing and offer self-service options for customers to complete tasks on their own. On the other […]
RPA 101
It’s no secret that customer service can cause some major headaches. From a recent survey, we found that one of the top contributors of bad customer service is unknowledgeable agents. So should brands be looking to hire better agents? Train them better? Maybe offer more incentives? While these may have minor improvements, the root cause […]
3 Best Practices for Travel and Hospitality Brands to Thrive
With travel restrictions decreasing and consumers feeling more comfortable leaving their homes, this summer will see a rebound in traffic after a year-long hibernation. Hotels, airlines, and tourist destinations are currently preparing for this resurgence– without actually knowing the volume that it will bring. According to new research by Zapwater Communications, 65% of Americans are […]
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A Guide for Conversational AI in Insurance
We’ve long been in the business of creating exceptional customer experiences and our innovation within the insurance space is no different. Our Intelligent Virtual Assistant for Insurance is designed to deliver empathetic customer care across every touchpoint in the policyholder journey using a blend of Conversational AI and human intelligence. The Insurance Industry is Ready […]
Four Key Considerations for Adopting AI for Debt Collection
Automation and artificial intelligence (AI) are making significant changes to the way the financial services industry handles consumer credit. From consumer lending to debt collection, machine learning is increasing the profitability of managing receivables, through streamlined services and data-driven insights that maximize returns on investment, while simultaneously improving customer experience. But navigating the myriad of […]
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3 best practices for proactive communication
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 […]
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4 Best Practices for Maintaining High-quality Service During Outages
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 […]
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Classifying Spoken Utterances Without a Dictionary
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 […]
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5 Ways to Make Your Customers Fall in Love with Your Brand
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 […]
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