What a difference a year can make. Let your mind go back in time to Q4 of last year: a time of wanton consumerism and high hopes. Post-Black Friday, shoppers pumped $730.2 billion into the US economy during the 2019 holiday shopping season. You probably contributed to this yourself, as you desperately searched in stores and […]
A CTO’s Guide to Conversational AI
The chief technology officer (CTO) is often the driving force behind digital transformation. They’re the leader given the seemingly impossible task of determining strategic priorities of a brand from a technology perspective. They empower their teams, and the company as a whole, to create a brand culture that embraces innovation designed to improve revenue streams […]
How to improve CX in the new normal
The new normal isn’t so normal. It’s no question that the pandemic has changed consumer behavior forever. And as the new way of doing things continues to evolve, businesses will attempt to keep pace with consumer preferences by offering new ways of doing business. Even in the past few months, we have seen an exponential […]
A CMO’s guide to improving CX
CX is the new marketing Strategy Customer experience (CX) should be at the center of your marketing strategy. That seems like a novel idea, given that most marketing strategies are focused on customer acquisition or retention, releasing shiny new products, building a solid social presence, or focusing on brand consistency and equity. But the truth […]
Live Agents and Virtual Agents: The Spectrum of Care
Imagine yourself on a busy day trying to cancel an appointment and you keep getting put on hold waiting for a live agent. You know your task can be completed through self-service–it’s just a simple cancellation. After 30 minutes of waiting you finally get put through to an agent, who is able to quickly cancel […]
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What the Pandemic Clarifies About AI in Business
The past decade saw artificial intelligence (AI) advance leaps and bounds; We met Siri, IBM Watson won Jeopardy, and an artificial neural network diagnosed cancer more accurately than skilled doctors. Now, AI is seemingly everywhere, used in kitchen appliances and delivery robots, dating apps and streaming services. Its wide range of use cases is a […]
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The Power of Voice for Utility Providers
J.D. Power Utilities expert Andrew Heath believes senior utility execs are fast realizing focusing on customer engagement is no longer a “nice-to-have” but is instead a must-have, especially across digital channels. While digital channels are increasingly a growing means for consumers to reach their utility when service is required, the majority of customer care issues are […]
Introducing Interactions Virtual Collection Agent
Today, we are thrilled to announce the general availability of our Virtual Collection Agent (VCA) for the Accounts Receivable Management (ARM) industry. The ARM industry is set for disruption In the last few decades, Collections agencies have modernized their operations and become much more efficient. However, hiring, training, and retaining good collectors is a top […]
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Live Agents and Virtual Assistants: Better Together
Automated customer service has been identified as the number one use case for AI-enabled digital transformation by leading analysts like Tractica and IDC. More and more businesses are turning to Conversational AI applications, such as virtual assistants, that automate tasks while also bringing benefits like improved customer satisfaction, decreased costs, and increased revenue. And businesses […]
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