Companies to share best practices on leveraging AI for intuitive, enjoyable customer experiences

FRANKLIN, MA – December 13, 2021 – Interactions, LLC, one of the largest standalone artificial intelligence (AI) companies in the world, today announced it will be presenting with customer Western Union at Customer Contact Week (CCW). Jim Freeze, Chief Marketing Officer at Interactions, and two executives from Western Union—Nichole Lewis, Leader of IVR and Interactive Voice Assistant Services, and Will Holloway, Group Leader of Self Service & Omni-Channel Strategy—will lead a session titled “Case Studies: Digital Transformation Starts with Your Customer” at 11 a.m. Thursday, December 16 at Caesars Forum in Las Vegas, NV.

As customer preferences shift towards effective automation—a trend that has only been accelerated by the pandemic—businesses are increasingly turning to conversational AI solutions. The session will explore how Western Union is leveraging Interactions Intelligent Virtual Assistant (IVA) to create more efficient and productive conversations throughout the customer journey. Freeze, Lewis and Holloway will share best practices for integrating AI technology to provide accessible, effective assistance to customers where and when they need it.

“Western Union is raising the bar for conversational, intuitive customer experiences,” said Freeze. “With Interactions IVA, the company powers empathetic, enjoyable and productive conversations with their customers at every touchpoint. At CCW, we’ll discuss how companies across industries can follow their lead, leveraging conversational AI to meet customers where they are, even as their preferences change.”

CCW is the world’s largest customer contact event series, bringing together industry leaders to share the latest trends and best practices for customer service centers through a series of think-tanks, Q&A opportunities and speaker sessions. To learn more about CCW, see here.