Library

There's a lot going on in customer care.
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eBook

The Future of Conversational AI and Customer Experience Automation - 2021 Predictions

With consumer comfort growing and businesses realizing that customer experience automation powered by AI is a necessity to survive, what does the future look like for each? We asked our experts at Interactions to weigh in with their thoughts.

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2021 Predictions eBook
Phil Gray - Impact of AI on Customer Service

Video

What is the impact of AI on Customer Service?

Do you know what the impact of Artificial Intelligence (AI) is on Customer Service today? Watch this short video to see Phil Gray, EVP Corporate Development explain how AI has evolved customer care and will continue to impact it in the future.

voice biometrics

Whitepaper

Voice Biometrics

Voice Biometrics is a convenient and secure method of authenticating a speaker’s identity using just a few words. For customer service, we can use Voice Biometrics to authenticate the identity of a customer when they are calling us by comparing the current call with a previous one. Learn how to build a business case for Voice Biometrics with our whitepaper.

Graph

Case Study

Vistra Energy Improves Self-Service Rate by 18%

Vistra Energy is one of the ten largest electric companies in the US. The Texas-based utility company wanted a more efficient and customer-friendly way to handle millions of calls each year. So Vistra worked with Interactions to create Ivy, an Intelligent Virtual Assistant solution that contains nearly 20% more calls while reducing operating and IT costs.

Salt River Project

Case Study

SRP Improves Self-Service Rates by More than Double

As one of the largest public power utilities in the United States, Salt River Project (SRP) needed a customer-centric, flexible customer care solution that would help them reduce costs.

customer service experience

Research

Human Touch and the Customer Service Experience

Did you know that the majority of consumers contact companies on multiple channels just to resolve a single issue? This means that your customers are browsing, typing and calling just to get something done – which can make the customer care journey feel more like a hike.

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