Interactions Blog

The promise of omnichannel–a seamless integration of automated self-service across digital and voice channels– had us believing that customers could call a business, pause the conversation, and then pick up the same conversation without losing context through texting. In reality, there are only a handful of companies who have achieved this. Why? They aren’t optimized for voice. Learn more in this blog.

What can you do to increase loyalty towards your bank? Stemming the hidden defections requires banks to develop more appealing core products and propositions, along with seamless digital operations that resolve a customer’s need the first time. Read this blog to learn more.

Cultivating conversational interactions  is key to delivering experiences that meet expectations.But what is needed to actually make an interaction conversational? Learn more in this blog.

Usability testing can bring major benefits to organizations who are implementing Conversational AI applications. By soliciting feedback from the people who will use the system, organizations can increase trust, minimize frustration, and boost willingness to use self-service. Learn more in our blog.

Self-service delivers a myriad of benefits for the healthcare industry, like helping you meet high patient expectations while lowering operating expenses. Explore the benefits of self-scheduling appointment technology in healthcare in this blog.

Every conversation is built on cooperation, an unwritten contract about how we’ll work together to solve a problem using language. When we enter into a conversation, we accept responsibility for keeping the interaction on track and expect the same of our partner, whether they’re human or automated. Learn how the rules of conversation play a role in the quality of an automated customer experience interaction in this blog.

Human-like conversation refers to the intuitive speaking and progression of conversation that is needed for a smooth communication. In fact, even human agents can deliver unnatural and complicated conversations. Learn the best practices to incorporate true conversation in customer experience in this blog.

The new dawn of CX requires not just voice or text, but both options working in harmony together. Learn how brands can deploy a cohesive channel strategy in this blog.

As we shift into this new age of customer technology, banks who implement Conversational AI with systems that can incorporate both secure and accessible experiences, without compromising on compliance and regulation or the quality of the self-service interaction will stand out from the rest.

What's the secret to transforming policyholder experience? Interactions IVA is designed and deployed for the unique needs and challenges specific for insurers and policyholders. 

From upbeat on hold music to redirecting customers to the website, companies are trying to find ways to make waiting on hold more enjoyable. But is it really working?

Designing a Conversational AI application isn’t just about having advanced technology, but also an expertise around where that application should be used. Different industries, and even individual businesses within the same industry, may have drastically distinct use cases and requirements that require the technology to be adapted to their needs to ensure success. Learn how to choose the best use cases for your application in this blog.