A few years ago, Marie Kondo took the hearts of the world when she introduced her method to declutter and organize houses by “sparking joy”. This minimalist approach transformed people’s homes and lives and has since become a fresh way to look at everything in life: if it doesn’t spark joy, it doesn’t belong. Let’s […]
Read More… from How to Spark Joy on the Customer Journey through Digital Transformation
This blog is written courtesy of Interactions R&D team. When should AI say: “I don’t know”? No one is perfect! Humans make mistakes, and so do machines. An admirable quality in humans is to accept one’s mistakes. It turns out that it is also a valuable quality for AI. In recent years, the role of […]
Read More… from The Role of a Confidence Score in Conversational AI
A brand’s long term success and relevance is directly related to their appetite to innovate. We’re all heard the stories of brands who failed to challenge the status quo and deploy innovative technologies meant for the digital world. Think of Blockbuster, the once movie distribution giant of the early 2000s who didn’t accept the reality […]
Technology has the power to make or break a business, especially contact center technology. Don’t believe us? Imagine this: a potential customer calls your brand because they are interested in purchasing your product or service, but is having trouble navigating the website. Depending on the technology that you deploy, that potential customer may have to […]
Read More… from IVA, IVR, Chatbot, DTMF? What’s the difference?
When it comes to etiquette, the first thing that usually comes to mind is which fork should I use? However, etiquette extends far beyond the dinner table into everyday social and business settings, formal occasions like ceremonies, and yes, even to customer experience. The word etiquette is synonymous with Emily Post, who is famous for […]
Read More… from 5 Ways Old School Etiquette Applies to Modern Customer Care
In recent years, the insurance sector has experienced an uprise in disruptive innovation. Combined with the disruption caused by the pandemic, there is a huge opportunity for insurers to transform the way that they do business, especially in customer experience. This digital transformation, especially with respect to personalized self-service, efficiency, and speed, can be a […]
Read More… from Four Ways Insurers Can Improve CX for Market Differentiation
The ROI of CX Many companies claim to be customer-centric. But, to be truly obsessed with your customers, companies must take the leap and tie financial performance to CX. This type of mindset encompasses everything from how a company allocates resources, the strategic initiatives they take on, and the technology that they evaluate and deploy. […]
This blog is written courtesy of Interactions R&D team. Technological shifts during the past three decades in computing, including personal computers, hardware acceleration, and ubiquitous computing, complemented by a data revolution — collection, aggregation, storage, and dissemination made possible by ever expanding communication network infrastructure– have had a profound and transformative impact on our daily […]
Read More… from In Pursuit of Optimality: An Evolution of AI Technology
We live in a time where you can click purchase on an online shopping order one day, and expect to receive the item in the mail the next. Speed, quality, and service are expected at every stage of the customer journey, regardless of the responsible party. To meet this expectation, in the past few years […]
Read More… from Three Challenges Logistics Providers Face and How Conversational AI Can Help