Although 2022 seems to be ushering in similar uncertainties as 2021, we know one thing for sure. AI continues to become more prevalent in many areas of our everyday lives–directly and indirectly. Just last month on our podcast, The ConversAItion, Dr. Andrew Giessel, Moderna’s Director of AI and Data Science discussed how AI is at […]
With liberty and great CX for all: How the White House’s new order is a CX game changer
When a consumer contacts customer service of a company they do business with, they have one simple objective: they want to get an answer to a question in a fast, timely and efficient manner. Whether it’s an insurance company, a retailer, or a hospital, this trend remains constant across the board. Just like between a […]
What Counts as Conversational?
As part of our design practice, I spend time talking to consumers who interact with the AI applications we build. When people like an experience, they often describe it as conversational and say that it feels like talking to a person. Similarly, our clients use conversational as a way to describe the experiences they want […]
Top 3 CX trends banks need to be aware of in 2022
As the world emerges from the Covid-19 pandemic, nothing will be the same again. No one will ever forget the great toilet paper shortages, nor will we be able to look at certain activities in the same light (bowling and eating nachos at the same time, seriously?). The way customers interact with business has changed […]
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The Great Resignation, Increased Regulations and a Simple Equation for More Efficient, Compliant Collections
The pressure on contact centers to drive higher liquidation rates for accounts receivables while keeping costs under control continues unabated. These dual pressures seem at odds, especially with net revenue tied directly to the agency’s ability to have consumers pay outstanding balances in full or to make reasonable arrangements to do so over time. The […]
Q&A with Interactions CTO, Anoop Tripathi
As this year closes out and another begins, we are looking forward to a monumental year of AI and customer experience advancement in 2022. Interactions has a long history of innovation, and next year will continue to disrupt the ways that customers and businesses interact through technology. So, who better to hear from than our […]
The Power of Usability Testing
Conversational AI gives organizations the opportunity to create applications that customers use successfully and willingly. The key to achieving these goals is delivering an excellent user experience–which for conversational apps can be quite a challenge. Every customer using these apps is already an expert because of their vast experience conversing with other humans. Every customer […]
What does self-service really mean?
Buzzwords have a way of entering the technology space, only to then be overused and lose all meaning and substance. A classic example of this is omnichannel. Few Conversational AI vendors can boast that they have a truly omnichannel experience, as many simply have multiple channels. But this doesn’t stop nearly all vendors from calling […]
3 reasons to empower your patients with self-scheduling appointment technology
COVID-19 has significantly accelerated the digital patient experience. Patients are raising their expectations and looking for convenient access to healthcare through digital channels. So much so that, according to Accenture, 50% of patients say a bad digital experience with a healthcare provider ruins the entire experience with that provider. One easy way to positively impact […]
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