At Interactions, we’ve proven that AI and humans can work together to create something better than either one can accomplish on its own. That’s why we were the first to invent and commercialize the use of Adaptive UnderstandingTM technology, which seamlessly blends artificial intelligence and human understanding. This breakthrough technology delivers human-like experiences across all customer care channels — including voice, text, web chat, social and mobile.
Our Adaptive Understanding technology is powered by Interactions proprietary Curo Speech and Language Platform, which combines Automatic Speech Recognition (ASR), Natural Language Processing (NLP), and Dialog Management.
With Adaptive Understanding, Interactions solutions deliver 95%+ understanding accuracy, enabling us to take on complex transactions in self-service that would otherwise require agent assistance. So we get it right not just the first time, but every time — and your customers never need to repeat themselves.
Interactions Adaptive Understanding utilizes multiple recognition methods in real-time for unprecedented understanding and experience. Adaptive Understanding makes use of both artificial intelligence and human understanding as needed.
When a portion of a conversation requires a human to recognize or interpret information, it is done in real-time and in the background — so the consumer never experiences any delays or interruptions in customer care.
Interactions systems are continually learning through our deep neural networks and machine learning technologies — a continuous feedback loop that makes our applications smarter the more conversations they have. Our human listeners act as labelers for data that’s not understood, and this information is fed back into the application, making it more accurate.
Through our continuous improvement program, a dedicated account management team works to constantly train and tune client applications for improved performance.
Interactions has invested heavily to meet the security, scalability and reliability demands of many of the world’s largest enterprises. That’s why we meet or exceed standards for SOC 2, Type 2 Audit, PCI-DSS, Level 1 Service Provider, and the Health Insurance Portability and Accountability Act.
It may seem obvious to say that customer care should be a top priority for businesses, but the value of efficient customer service can’t be understated.
Whether we realize it or not, Machine Learning is something we encounter on a daily basis.
A “conversation” with a customer should feel like a conversation with a live person. Companies often have trouble making this connection and in turn, leave issues unsolved and frustrated customers.