Expands Portfolio of Omnichannel Intelligent Virtual Assistant Solutions for Modernized Enterprise Customer Care

FRANKLIN, MA – May 23, 2017 – Interactions, LLC, a leading provider of Intelligent Virtual Assistants for enterprise customer care, today announced the acquisition of Digital Roots, a pioneer in artificial intelligence (AI)-based social media customer engagement. The acquisition builds on Interactions modern omnichannel approach to customer care, making it easier than ever for enterprises to engage with consumers via voice, web chat, SMS, and now, social media channels.

“Today’s consumers are increasingly active on social media channels like Facebook, Twitter, Instagram and other user-generated content channels like discussion forums and consumer review sites,” said Mike Iacobucci, Interactions president and CEO. “There’s tremendous opportunity for organizations to proactively tap into these conversations to drive customer satisfaction and sales. This acquisition enables us to do exactly that by simplifying the process so even the most talked-about brands can easily engage with consumers on social media in a meaningful way.”

Interactions Intelligent Virtual Assistant solutions are powered by its award-winning Adaptive Understanding™ technology, which combines AI and human understanding to solve real world customer care challenges. The technology understands what people are saying regardless of language, dialect or accent, and what they mean.

Digital Roots uses social AI, natural language processing and machine learning to help global household brands engage with consumers on social media. According to Internet Live Stats, there are 500 million daily Twitter posts, and on top of that, Facebook reports 1.9 billion active monthly users. But, these two channels only represent a fraction of the total consumer data that is posted every day. Digital Roots wades through this massive volume of social content, calls out and prioritizes relevant actionable posts, and suggests well crafted responses. For Digital Roots top automotive customers, this intelligent approach means they are able to stay on top of sales opportunities, questions, issues and trending topics.
“Organizations put themselves at risk of losing customers if they don’t invest in strategies that allow them to engage with consumers on social media,” said Jay Wolcott, Digital Roots founder and CEO. “Interactions is driving the industry forward with smart technologies that not only meet these changing customer needs, but enable organizations to stay one step ahead of them. Digital Roots social media capabilities are a powerful addition to Interactions customer care platform.”

This acquisition adds to Interactions strong AI technology position, having previously acquired the AT&T Watson AI technology and team in late 2014. Interactions will continue to expand the Digital Roots team in Michigan, across its Metro Detroit headquarters and Ann Arbor research and development offices.

About Digital Roots

Digital Roots Social Media Monitoring Assistant helps consumer brands qualify real-time content by using artificial intelligence to recognize, understand and prioritize opportunities and responses for sales, retention, and research. Founded in 2009 by Jay Wolcott, Digital Roots is headquartered in Northville, Michigan. For more information, visit www.digitalroots.com.