Library

There's a lot going on in customer care.
We'll help you stay on top of it all.

eBook

To Text or To Talk?

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Read our ebook to understand customer care preferences for voice and digital channels.

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voice and digital ebook

Whitepaper

IVA GDPR Compliance

Read this whitepaper to learn how Interactions solution complies with the General Data Protection Regulation (“GDPR”). This document highlights aspects of the GDPR that are relevant to our business relationship and describes what we do to comply.

Webinar

The Growing Role of AI and Speech in Customer Care

There is no doubt, AI and speech are becoming an integral part of how we do business. This is especially true in customer care solutions, where speech technology has long been part of the equation but hasn’t always lived up to customer expectations. Find out how AI can help your customer care solutions become more efficient and effective.

Analyzing the Future of Customer Care

eBook

Analyzing the Future of Customer Care

In today’s digital age, customers expect brands to offer customer care whenever they want, wherever they want and on the channel of their choice. Learn what experts have to say on various industry topics such as omnichannel, AI, Intelligent Virtual Assistants and self-service.

consumer readiness and AI

Video

AI & A/R: Consumer Readiness and Artificial Intelligence

Are consumers willing to embrace Artificial Intelligence in the world of Collections? We recently sat down with Robert Blair, SVP of Contact Strategy at Diversified Consultants, Inc. to find out.

Webinar

Chatbot vs. Digital Virtual Assistant

Conversational virtual assistants are changing how we interact with brands and find information faster, giving consumers an opportunity to connect when and how they want. But what are the differences between different types of automated customer care technologies?

Case Study

Major Automotive Company Supports Agents with AI that Performs 10X Better

By implementing the Interactions Digital Roots social media engagement platform, agents at a major automotive company saw a 46% increase in the speed of response under twenty minutes and a 54% increase in unique customers engaged.

Case Study

Automaker Engages with 2X More Customers Using Auto-Suggest AI

While a top automotive company had a large staff monitoring social media messages, they recognized a need to optimize the process in order to more efficiently identify potential customers and respond to them. To do this, the automaker utilized the Interactions Digital Roots social media engagement platform. This led to twice the number of customers engaged per hour for agents using the auto-suggest feature and 35% faster responses.

Research

Seasonality and Retail Customer Care

The spirit of giving seems to grow each holiday season. And with that, so does the holiday shopping madness. As outreach increases, retailers often need to double or even triple the support in their contact centers during this period to meet demand.

Webinar

Customer Care is Gearing Up for the Future

Customer care approaches have changed over the years, but what remaind the same is the customer’s goal to get their issue resolved as quickly as possible. Today, there are more ways than ever for businesses and customers to communicate, all aimed at making it easier and less costly to accomplish a growing list of tasks — but do they really work?

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