Interactions Blog

What is needed to create an IVA that delivers an ideal customer experience? Learn how technology, features, and design can all play a role.

If you're looking to implement AI and machine learning in your collections company, these six questions will guide you to find the right partner so that you will see measurable results at scale.

As you've probably heard by now, customer experience is a big deal. Customer journey mapping is a vital tool to provide actionable insights on the customer journey that can help you transform customer experience for your company.

Learn about why IVR systems are outdated and ineffective in delivering positive customer experiences, and what you should consider when selecting a virtual assistant.

A few years ago, chatbots were getting a lot of hype. But for some reason, your customers weren't impressed. We've compiled some real-life examples of what happens when chatbots don't live up to the expectation.

Communication Service Providers (CSPs) are at the bottom of customer care ratings every year. And it’s no secret why -- customers are often very vocal about their displeasure. Here's how IVAs can help.

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.

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.

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.

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?

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.

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.