Expands Portfolio of Omnichannel Intelligent Virtual Assistant Solutions for Modernized Enterprise Customer Care
“Today’s consumers are increasingly active on social media channels like Facebook, Twitter, Instagram and other user-generated content channels like discussion forums and consumer review sites,” said Mike Iacobucci, Interactions president and CEO. “There’s tremendous opportunity for organizations to proactively tap into these conversations to drive customer satisfaction and sales. This acquisition enables us to do exactly that by simplifying the process so even the most talked-about brands can easily engage with consumers on social media in a meaningful way.”
Interactions Intelligent Virtual Assistant solutions are powered by its award-winning Adaptive Understanding™ technology, which combines AI and human understanding to solve real world customer care challenges. The technology understands what people are saying regardless of language, dialect or accent, and what they mean.
Digital Roots uses social AI, natural language processing and machine learning to help global household brands engage with consumers on social media. According to Internet Live Stats, there are 500 million daily Twitter posts, and on top of that, Facebook reports 1.9 billion active monthly users. But, these two channels only represent a fraction of the total consumer data that is posted every day. Digital Roots wades through this massive volume of social content, calls out and prioritizes relevant actionable posts, and suggests well crafted responses. For Digital Roots top automotive customers, this intelligent approach means they are able to stay on top of sales opportunities, questions, issues and trending topics.
This acquisition adds to Interactions strong AI technology position, having previously acquired the AT&T Watson AI technology and team in late 2014. Interactions will continue to expand the Digital Roots team in Michigan, across its Metro Detroit headquarters and Ann Arbor research and development offices.