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Interactions

Blog

Social Listening for Customer Care: 101

We all know the important role social media plays for both B2B and B2C companies. Aside from posting and engaging with followers, social media also allows for a behind-the-scenes look into what your customers are really thinking -- if you know where to look for it.

Blog

You’ve Been Doing Voice All Wrong

As brands continue to focus on improving the customer experience, incorporating automation into customer interactions is becoming more and more important. That’s why technologies such as chatbots and Intelligent Virtual Assistants (IVAs) continue to gain popularity.

Blog

3 Revenue-Driving Benefits of Conversational AI

Recent research shows that customers prefer to interact with conversational AI. While this information is interesting, it’s important to note that there are actual revenue-driving benefits of conversational AI.

Blog

What is the technology behind a true omnichannel solution?

Over the last few years, the word ‘omnichannel’ has been used (and overused) to describe a utopia of marketing and customer care. We all have heard and read about how an omnichannel approach solves all customer care issues and allows brands to prove their customer obsession. Then why do brands still pursue a better approach?

Video

Adaptive Understanding

How do Interactions Intelligent Virtual Assistants seamlessly combine artificial intelligence and human experience? Watch this video to learn about our patented Adaptive Understanding technology.

Blog

How Do Utility Customers Feel About Their Customer Experience?

Utility customers think that the service they receive from their utility providers is just “okay”, and that it takes too much time to get things done. This is according to a study by Interactions that surveyed over 1400 U.S. utility customers on their customer care experiences with their utility companies. The most interesting result is that over a third of utility customers would switch utility providers as a result of poor customer service.

Blog

How to Choose the Right Technology for Your Customer Care Strategy

We’ve covered the key questions your organization needs to answer when developing a customer care strategy. The next step is to select the right technology to automate your customer care.

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.

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