Solution Gives Companies Unified Brand Voice. Anytime. Anywhere.

FRANKLIN, MA – (May 22, 2018) – The Customer Care Industry has been abuzz with the promise of omnichannel solutions for quite some time, but it hasn’t fully delivered technology that lives up to the hype. Today, true omnichannel becomes a reality. Interactions, the leading provider of Intelligent Virtual Assistants (IVAs) for enterprise brands, released its enhanced IVA platform to deliver the omnichannel promise: personalization, persistence, context, contemporary channel offerings and more to its award-winning AI-powered conversational engagement platform.

Advanced AI-based technologies, consumer sophistication and the continuously expanding choice of available channels are fundamentally changing customer care. Customers today expect two-way conversations that are natural, carry context from one interaction to the next, and that they can start anytime, anywhere. Interactions new capabilities address the demands of modern customer engagement by managing each point of contact for a customer’s entire lifecycle.

“Enterprises no longer have the luxury of providing only traditional Customer Care –  limited to the contact center interactions and covering basic problem-solving. Customers’ perception of a brand impacts mission critical items like new revenue, customer retention and satisfaction,” said Mike Iacobucci, CEO, Interactions, LLC. “Savvy brands know that competitive differentiation increasingly demands delivering productive customer experiences that fit into the demanding, hectic lives of customers. We evolved Interactions IVA platform to respond to today’s complex customer engagement demands, delivering a modern, conversational and unified experience, across all engagement channels.”

With the enhanced IVA capabilities on the Interactions platform, enterprise brands can deliver a modern customer experience on the channels of their choice, while maintaining the agility to easily add new channels as customer needs change. Additionally, the enhanced omnichannel capabilities eliminate the obstructions that get in the way of productive conversations between enterprise companies and their customers. Interactions’ omnichannel capabilities include the following so customers never have to repeat themselves, and tasks are completed anytime, anywhere:

  • Personalization – With integrations to business applications and customer data, Interactions delivers a highly efficient and unique customer experience that makes use of recent transactions.
  • Persistence – Artificial Intelligence captures and stores information from all interactions, even partial conversations. This information is shared on the Interactions Adaptive Understanding Platform to continue conversations at a future time, on any channel.
  • Context – New capabilities allow Interactions to know the most relevant information to a particular customer and intelligently use this data for efficient conversations.
  • Unified Brand Voice and Expanded Channels – Interactions Adaptive Understanding Platform engages in voice or text conversations in a uniform manner. Brands have the agility to add new channels – such as Amazon Alexa and Facebook Messenger – as they require.

Interactions’ new capabilities simplify the organizational structure needed to maintain a unified and consistent voice across channels. This means companies no longer have to cobble together different technologies to deliver customer engagement that spans marketing, sales, service, and support. It also means that the Interactions patented Adaptive Understanding platform delivers a customer engagement strategy that harnesses proven and scalable technology.

“It’s amazing when you consider the number of tasks a person today attempts to complete at one time,” continued Iacobucci. “Imagine a customer who starts a conversation about an auto insurance policy on her smart speaker, only to realize she’s running late and needs to leave. Interactions omnichannel IVA was created so she can pick that conversation up seamlessly via text message, voice call, Facebook Messenger, email or other channels, when it suits her. Perhaps that’s immediately, but it could also be a day later. The modern customer experience is about being in-life and omnipresent, whenever a customer needs your service.”

Interactions award-winning IVAs are proven to improve CSAT scores and overall customer experience, and, with the Interactions Success-Based Pricing model, Interactions is only paid when its IVAs produce transactions that deliver value for the client. To learn more or request a demo of Interactions’ new omnichannel capabilities, visit us here.