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.
Every year retailers invest a tremendous amount of time and money to meet increasing demands. Many even find themselves doubling or even tripling the support in their contact center, especially during the holiday season.
It’s no secret that the quality of companies’ customer service can make or break them. A good customer experience can help your brand, but a bad one can really destroy it. Consider the last time you wrote a review on a company.
We often see people getting first curious and then confused or even scared with the thought of artificial intelligence. This is mainly because we were first introduced to AI via science fiction – like the classic Terminator or the more recent Westworld.
When it comes to machine learning, one size does not fit all. Different algorithms, and different techniques within those algorithms, are used to build a model that is application appropriate. But how do you determine which technique is best? Because machine learning is not a concrete set of algorithms used across the board, it depends on what you are trying to achieve.
With a company-wide initiative to improve customer experience, Westar Energy wanted a customer care solution that would cut down on Customer Service Representative (CSR) handle times and improve self-service transactions.
You might think of customer experience as a journey. But for your customer, it can feel more like a maze.
Interactions Intelligent Virtual Assistant seamlessly combines artificial intelligence and human understanding to provide superior accuracy. Watch this short video to learn how our solution can dramatically improve the customer experience across all customer care channels.
Recent research shows that improving Customer Experience (CX) leads to positive gains in revenue. Which means that — in the near future — leaders in CX will outperform laggards in generating revenue growth. Your customers want quick, easy access to the information they need via the most convenient channel.
