An IVA that features state-of-the-art AI, impeccably designed call flows, back-end system integration, and the secret ingredient of in-the-moment human understanding is a recipe for transforming contact centers across industries.
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Streamlined, 24/7 support for customers
Even with advanced Conversational AI capabilities, it can be difficult for IVAs to understand customers with accents, calls with background noise, or queries that require human judgment. Thanks to the unique Human-in-the-Loop approach from Interactions, agents are on hand to provide input to the IVA at the moment they’re needed, allowing self-service and unnecessary escalations.
As agents assist the IVA, the data is labeled and fed back back into the system, allowing the IVA to continually learn and improve, helping you realize faster ROI. And with our continuous improvement program, each client receives a dedicated account management team that constantly trains and tunes the application for improved performance.
Read on to get a closer look at how real customers use Interactions to get more than they ever expected from an IVA. If you’d like to get more specific, select your industry from the menu above.
- IVAs in the Contact Center
- IVAs at the Next Level
- Interactions IVA Transforms Contact Centers
IVAs in the Contact Center
Whether customers need to pay a bill, check on an order, make a return, or reschedule an appointment, our next-gen IVA can handle a wider variety of more complex tasks. Customers are happier, more calls are automated, opex costs go down, and live agents can shine when they are able to focus on handling only the most complex issues.
Use cases
Greetings and data collection
- Capture intent
- ID & authentication
- FAQs (store/office locations, hours, website URL, etc.)
- Personalized intent suggestions (e.g., bill due date reminder, recent order status)
Account management
Payments and account information
Appointment management
WISMO (“Where is my order?”) and returns
Upsell and product support
IVAs at the Next Level
Interactions customers that use our technology and well-integrated back-end systems can:
- Ease information gathering by automatically authenticating customer identities to bring up accounts.
- Offer personalized, proactive intents, such as upcoming bill due dates, appointment reminders, and recent order status.
- Handle multiple intents across multiple services in one call, reducing customer effort.
- Keep calls moving and better contained, even when customers are explaining a complex intent.
- Prevent long hold times, easing the frustration of the issue customers are calling about.
- Offer self-service solutions that fall within predetermined business rules.
- Connect customers that need technical support with the right expert or team to avoid misdirected calls.
- Keep the IVA updated with new product names, customer intents, and trending issues.
- Answer product or service questions and provide promotion details.
- Personalize upsell and cross-sell offers.
Transform the Contact Center
Self-service needs to be quick, friendly, and efficient, not a frustrating stop on the way to a live agent queue. Interactions provides market-leading accuracy via Human-in-the-Loop understanding that moves calls along when the IVA can’t understand an intent, completes tasks that require a human decision, and helps further train the IVA with each interaction. We’ve helped clients achieve:
97% or more intent
capture accuracy
Increased CSAT
scores
Ability to handle peak seasons without hiring more agents due to increased call automation
Millions in savings from improved AHT, retention, and self-service
Interactions stands out. The collaboration we have is consultative. There have been many tangible benefits but, for us, it’s been the big save to the bottom line. That’s the magic of the relationship.”
Transformation Leader
Fortune 400 bank
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Financial services
At the core of each of our lives is finance and banking. When a customer calls, it may be their No. 1 task for the day, whether they are checking their balance, activating a new card, opening a new account, or paying a credit card bill. Customers are looking for authoritative yet empathetic service that is, above all, accurate, fast, and secure.
An IVA that includes Human-in-the-Loop technology, integration with back-end CRM and core banking systems, and predictive AI makes banking easy. For example, the IVA can learn to recognize why a customer calls every month, such as checking to see if a regular deposit has gone through or to pay their bill. Behind the scenes, human agents can manage tasks that extend beyond the IVA’s business rules, such as a credit limit increase or payment extension, so that customers still enjoy a seamless self-service experience.
Use cases
Account information
- Check balance
- Check recent deposits
- Request a credit extension
- Request bank routing number
- Set travel alert
Payments
Applications and upsells
Account management
Appointment management
- IVAs at the Next Level
- Interactions for Financial Services
IVAs at the Next Level
For banking and financial services firms, an IVA with humans-in-the-loop and well-integrated back-end systems can:
- Automate the authentication of caller identities.
- Keep calls moving and better contained, even with complex intents like opening an account or reporting suspected fraud.
- Handle multiple intents in one call, minimizing the need for repeat calls.
- Reduce customer effort and frustration by reducing the need to state account numbers or repeat information.
- Provide personalized upsell and cross-sell suggestions.
- Prepare live agents with accurate intent data and pre-authenticated caller identification information so that even if a call must be elevated, the agent can immediately jump into solving the core issue and reduce AHT.
Interactions for Financial Services
Interactions IVA can provide an effortless, professional contact center experience for finance and banking, from everyday finance tasks like bill payment and balance checks to more complex intents like opening an account. On average, we’ve helped our financial services clients achieve:
20%
Reduction in average call length
4.68/5
Average CSAT
$4.7M
Saved annually
15M
Reduction in agent minutes annually
Interactions acts as the AI front door to our customer service and really elevates the level of service that we provide our clients. As a result, our CSAT scores have gone up almost 19%.”
North America Head of Operations
for a Fortune 50 financial services company that saves $6.6 million annually with Interactions automating more than 40 types of transactions
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Healthcare
When patients call a healthcare provider or insurer, they expect and deserve compassionate care. Whether calling for a checkup or medication refill or setting up an appointment when they or a loved one is ill, it’s critical for healthcare to be easy to navigate, efficient, and ultimately, human.
An advanced IVA saves patients time and effort, infuses self-service with a human touch, and enables healthcare systems, medical providers, and pharmacies to save on costs without sacrificing care.
Human-in-the-Loop technology can particularly improve care for patients with accents or who express longer intents. Interactions meets or exceeds standard data security measures, including HIPAA. We can even work with you to provide the appropriate personality for your IVA – a warm, caring voice that is reassuring when patients call about important healthcare matters.
Use cases
Greetings and data collection
- Intent capture
- Proactive intent
- ID and authorization
- FAQs (such as hours and facility locations)
Account management
Appointment management
Payments and account information
Claims management
Prescription care
- IVAs at the Next Level
- Interactions for Healthcare
IVAs at the Next Level
For healthcare organizations, an IVA with humans-in-the-loop and well-integrated back-end systems can:
- Automate the authentication of patient identities, while protecting PHI.
- Keep calls moving and better contained, even when patients may express long intents or have accents.
- Ease the frustration of long hold times when patients aren’t feeling well or are worried about loved ones.
- Handle multiple intents in one call, minimizing the need for repeat calls.
- Offer 24/7 self-service, easing communication and intent completion for patients whose work hours overlap office hours.
- Prepare live agents with accurate intent data and pre-authenticated caller identification information so that if a call must be elevated, the agent can minimize the need for the patent to repeat themselves and can reduce AHT.
Interactions for Healthcare
Interactions IVA can provide the human-like experience that patients expect when managing healthcare issues, from appointments to billing to claims. On average, we’ve helped our healthcare clients achieve:
$1.4M
Saved annually
19.8%
Reduction in opex
6 months
ROI experienced
24%
Reduction in AHT
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Financial services
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Insurance
Calling an insurance company is a task list must-do, rather than a want-to. The sooner and easier insurers can help their current and prospective customers fulfill their intentions, the more positive those callers will see their auto, life, home, or rental insurance company.
With an advanced IVA, policy-holders can self-service bill payments, account information updates, password resets, and more. With Human-in-the-Loop technology, insurers can automate upfront information-gathering for new claims and policies, as well as tie in customer history, to provide accurate and consistent data for agents.
Finally, when policy-holders call in a claim, they may be experiencing one of their lowest moments. Insurers can work closely with Interactions to select the perfect IVA voice that will impart care and empathy to callers.
Use cases
Greetings and data collection
- Intent capture
- ID and authorization
Claims and first notification of loss (FNOL)
Policy and account management
Payments
Appointment management
- IVAs at the Next Level
- Interactions for Insurance
IVAs at the Next Level
Insurers with an IVA that features Human-in-the-Loop technology and well-integrated back-end systems can:
- Automatically authenticate policy-holder identities, saving callers the irritation of looking for their policy number.
- Keep calls moving and better contained, even when callers are explaining a long intent, like a claim.
- Ease the frustration of long hold times when callers are upset about an incident leading to a claim.
- Perform the initial data-gathering for claims and new policies, easing handoffs to live agents when those are necessary.
- Handle multiple intents in one call, minimizing the need for repeat calls.
- Personalize policyholder experience with account-specific information and explain benefits, coverage dates and balances.
Interactions for Insurance
Interactions IVA can help insurance policy holders get tasks done quickly and effortlessly. Whether signing up for a new policy, calling in a claim, or paying a bill, callers can check off their insurance-related tasks and proceed with their day. On average, we’ve helped our insurance clients:
$17.8M
Saved annually
7%
CSAT increase
50%
Misdirected calls decrease
45 Seconds
Reduction in AHT
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Healthcare
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Retail
It’s challenging to build customer loyalty when competitors are just a click away. To build loyalty and encourage repeat business, it’s critical to give customers a seamless, personalized experience that’s consistent across channels.
At the same time, retailers need to keep costs in check and be able to scale during seasonal spikes and big sales without adding costs. An advanced IVA that can hook into your ordering, inventory, and ticketing systems and that can use humans to augment understanding can help you meet your customers’ rising expectations.
Use cases
Greetings and data collection
- Intent capture
- ID & authentication
- FAQ (retail locations, hours, promotions, etc.)
- Update account information
- Reset password
WISMO (“Where is my order?”) and returns
Loyalty programs
Upsell and product support
Payments
Outages and technical support
Appointment management
- IVAs at the Next Level
- Interactions for Retail
IVAs at the Next Level
Retailers with an IVA that features Human-in-the-Loop technology and well-integrated back-end systems can:
- Automatically authenticate customer identities to bring up recent orders or current technology subscriptions for proactive updates.
- Keep calls moving and better contained, even when customers are explaining a long intent, like a problem with an order, a product, or a service.
- Scale to match increased call volume during holiday peaks, removing the need to hire and train seasonal agents.
- Prevent long hold times, easing the frustration of the issue customers are calling about.
- Offer solutions that fall within predetermined business rules.
- Connect technology service customers with the right tech support person or team to avoid misdirected calls.
- Keep the IVA updated with new product names, customer intents, and trending issues.
- Answer product or service questions and provide promotion details
- Personalize upsell and cross-sell offers.
Interactions for Retail
Interactions IVA helps retailers provide impeccable, differentiating service. With streamlined integrations to your order, inventory, and ticketing systems, plus the ability to keep your system up to date with new products, issues, and intents, you can stay one step ahead of customer expectations. On average, we’ve helped our retail clients:
$5.2M
Saved annually
60%
Customers re-engaged who requested a live agent
27M
Agent minutes removed annually
We're always going to see that the most complex service issues still require live agent assistance to help our customers. The efficiency and the interplay between the digital agent and live agent systems becomes the innovation that delivers best-in-class customer experience as we move forward.”
Senior Director of CX and Operations
at a leading gift and floral retailer that saved approximately 7.9 million agent minutes in a year after implementing Interactions
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Insurance
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Utilities
When customers contact their utility providers, their needs are critical — keeping the lights on, the water flowing, their homes heated and cooled, and their families safe and comfortable.
From routine bill payments to stopping or starting service to reporting outages in extreme weather events, customers need effortless self-service when they call a contact center. Utility companies that implement an advanced IVA that improves intent accuracy and increases self-service transaction types can save on costs, boost CSAT, and reduce PUC (public utility commission) complaints.
Use cases
Greetings and data collection
- Intent capture
- ID and authorization
Account management
Start or stop service
Payments and account information
Program enrollment
Issue and outage reporting and notifications
- IVAs at the Next Level
- Interactions for Utilities
IVAs at the Next Level
Utility companies that offer an IVA with Human-in-the-Loop technology and well-integrated back-end systems can:
- Automatically authenticate customer identities without the need for an account number.
- Improve intent accuracy even for customers calling with loud background noise or accents.
- Ease bill payment for customers who may not like to or be able to pay online.
- More easily scale without adding staff or lengthening call wait times.
- Contain and complete basic transactions so that only the more complicated calls reach a live agent.
- Answer service questions and provide program details.
Interactions for Utilities
Interactions IVA can handle the complexity that often comes with utility service calls, including self-servicing moves, payments and outage reporting. We’ve helped our utilities clients:
3.2M
Payments processed annually
$1M
Saved annually, on average
10%
CSAT increase, on average
100%
Success rate for outage message/notifications
Interactions’ success based pricing model proved to us this would be a real partnership. Our success was their success. We also saw their human-in-the-loop technology approach as innovative, highlighting them as a company we could partner with long term. The partnership started in 2015, and we haven’t looked back.”
Senior digital product manager
Evergy
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Retail
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Telecommunications
With an array of services that span across phone, internet, and cable TV, communication companies must juggle complex interactions for customers who depend on these services for work, school, or entertainment .
An advanced IVA can enable communications providers to offer efficient and effective service 24/7. With quick resolutions for most requests, it allows customers to get what they need fast, while freeing contact center agents for more complex issues.
Use cases
Greetings and data collection
- Capture intent
- ID & authentication
- FAQs (store/office locations, hours, etc.)
Plan and account management
Payments and account information
Appointment management
Personalized upsell
Outages
- IVAs at the Next Level
- Interactions for Telecommunications
IVAs at the Next Level
Telecommunications providers with an IVA that features Human-in-the-Loop technology and well-integrated back-end systems can:
- Automatically authenticate customer identities to bring up accounts and offer proactive intents, like bill payment.
- Handle multiple intents across multiple services in one call, reducing customer effort.
- Keep calls moving and better contained, even when customers are explaining a complex intent.
- Prevent long hold times, easing the frustration of the issue customers are calling about.
- Offer self-service solutions that fall within predetermined business rules.
- Connect customers that need technical support with the right expert or team to avoid misdirected calls.
- Keep the IVA updated with new product names, customer intents and trending issues.
- Answer product or service questions and provide promotion details.
- Personalize upsell and cross-sell offers.
Interactions for Telecommunications
Interactions IVA helps communication companies offer self-service solutions for the many reasons customers call for help with their phone, internet, and cable services. With an IVA that can handle more intents, offers deeper understanding via Human-in-the-Loop technology, and easily integrates with key systems, contact centers can automate more calls, scale more easily, and save on costs. On average, we’ve helped our telecommunications clients:
98.9%
Intent capture and routing accuracy
20%
Call automation increase
9%
Boosted CSAT
$90M
Saved in self-service, AHT, and retention annually
One of the world’s largest telecommunications companies was facing a high number of call misroutes because its current solution couldn’t keep up with the growing number of intents and product classifiers. After moving to Interactions, the company reached a 98.90% Intent Capture and Route Rate, accurately recognizing 300 intents and 1,700 intent/product classifiers.
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