Over the past few months, virtual assistants have quickly become a topic of conversation for C-level executives, engineers and brand managers alike. While the first generation of these chatbots — or whatever form the assistant took — may have frustrated consumers and pained marketers, they’ve more recently become a growing aspect of a brand’s customer experience. […]
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? […]
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3 Important Things A Chatbot Can’t Do
We’ve talked a lot at Interactions about exactly what a chatbot is, and perhaps even more importantly, what they aren’t. As customers continue to put pressure on brands to deliver consistent, omnichannel experiences across customer care channels, automated customer care technologies like chatbots continue to gain popularity. While it’s understandable why that’s happening, it’s important to remember that a […]
Humans + AI = Excellent Customer Experiences
We’ve all had frustrating customer service experiences — dealing with awkward, robotic automated systems that don’t understand you or offer the right menu options. If we’re being honest, most of the time we probably end up rapidly pushing buttons or yelling ‘agent’ until we’re directed to a real person, just to avoid these systems. Companies […]
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The Modern Consumer: 4 Things You Need to Know
We talk a lot about the future of customer care and modernizing your customer care strategy. But what exactly does this mean? How can you tell if your customer care strategy is ready for the future? When building your customer care strategy, here are 4 important things to understand about modern consumers — who they […]
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How to Build a Persona for your IVA
There are a lot of considerations that go into developing a persona for your Intelligent Virtual Assistant. How do you set your IVA apart? Should you name your IVA? How do you know that you got it right? We’re answering these common questions — and more — that companies often have as they begin to […]
The Impact of Speech and AI on Customer Care
As customer preferences continue to evolve and care channels such as chat become more widely used, there is sometimes a perception among companies that voice is becoming less important. This couldn’t be further from the truth, however, as studies have shown that voice is still king in customer care. And while this certainly refers to […]
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Building Effortless Customer Experiences: 3 Things to Consider
Increasingly, the customer care industry is teaming up with technology to focus on delivering seamless and effortless customer experiences. But our industry often promises a better omnichannel experience and improvements to the customer journey, while in reality, many companies fail to deliver. While customers have more options than ever for outreach, their journey often […]
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Intro to Conversational Artificial Intelligence
When it comes to customer care, the possibilities for applying artificial intelligence to increase efficiency, lower costs and improve the customer experience seem infinite. The question that most companies are facing is not whether they should incorporate AI, but how. Not all AI is created equal — and for the purposes of customer care, there […]
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