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February Monthly Edition 2023

Drive Digital Transformation with Interactions’ Highly Intelligent Virtual Assistants

Drive Digital Transformation with Interactions’ Highly Intelligent Virtual Assistants

Interactions was founded on the belief that every conversation is an opportunity, whether it’s to build trust, provide assistance, get advice, share information or find out something new. It’s important to get it right — every time. At Interactions, the team helps leading brands have millions of productive conversations with their busy customers every day, no matter if they’re talking, tapping, typing or swiping. And along the way, Interactions is creating happier, more loyal customers and saving businesses millions of dollars. Interactions has been expanding what’s possible in customer sales, service and support since 2004. With its Adaptive Understanding™ technology, the company became the first to commercialize truly omnichannel Intelligent Virtual Assistants that combine artificial intelligence and human understanding.

The result? Conversational, engaging interactions across channels. Vastly improved self-service. Customers and businesses getting more done in less time. And amazing conversations.

Effective self-service options available anytime, anywhere.

A great customer experience should make your customers’ lives easier. But when you’re managing multiple services for each customer — whether it is phone, internet, or cable — providing a seamless, personalized experience across channels can be a challenge. That’s why Interactions Intelligent Virtual Assistants enable you to provide efficient and effective self-service that’s available 24/7 and offers quick resolutions. So your customers can pick up where they left off, and your agents are freed up to handle more complex or sensitive customer issues.

AI can be used by telecom service providers to elevate customer experience at scale. From service and plan management to technical support, AI, specifically Conversational AI, can be used to deliver human-like conversations between the telecom company and their customers. Because AI can handle an unlimited volume of calls, customers will never have to wait to speak with an agent, but they will still receive top-notch customer service. With the ability to seamlessly integrate into existing business systems, Conversational AI can also provide a personalized experience for customers so they do not have to repeat information that is already known by the company. This personalization also supports the ability to deliver proactive alerts about payment, product usage, and promotional offers.

Q. Is AI customer care in telecommunications an option?

Conversational AI can be used in telecommunications to provide consistent, quality customer service at scale. For example, with an Interactions Intelligent Virtual Assistant (IVA) powered by Conversational AI, customers can interact with the IVA just as they would a human.

This allows for an unlimited volume of calls to be handled, without increasing the need for more full-time agents. This is particularly useful to help handle seasonal volume demands or unpredictable volume increases.

However, there is always going to be a time in customer care when an actual human is needed to assist the customer. In this case, AI can be used to provide a seamless transition to a live agent so that the customer does not have to repeat any information that they have already said to the IVA.

Q. How does AI telecom customer service help businesses and customers?

AI can be used in telecom customer service to not only provide excellent customer care for customers, but also deliver extraordinary financial benefits to businesses.

The service for customers starts with providing effortless and productive conversations at scale. This means when a customer calls about a billing question or to update their phone plan, they will not have to wait on hold because the AI application can handle unlimited volume of calls. And once the customer is conversing with the AI application, they will not have to repeat any information or “robot speak” in order to be understood. This allows for telecom companies to deliver human-like customer service interactions at scale.

Using AI can also result in financial benefits for telecommunications businesses. First off, by providing a better customer experience, companies will create more loyal customers and more customer retention. Secondly, with its ability to handle an unlimited number of calls, an AI customer service application prevents the need to hire additional agents to handle extra call volume during peak seasons.

And lastly, with an advanced Conversational AI application such as an Intelligent Virtual Assistant (IVA), agent value increases because the IVA is able to handle all of the mundane and routine tasks. Then, only the more complicated issues that require the assistance of a live representative are passed on to the agent. This increase in agent value and productivity in turn decreases agent churn.

Meet the leader behind the success of Interactions

Mike Iacobucci, Chief Executive Officer is a veteran industry leader and innovator. Mike has led the charge in technology disruption for more than 30 years. As CEO, Mike is recognized as the driving force behind Interactions explosive growth and success. Named Technology Entrepreneur of the Year® by Ernst & Young, Mike joined Interactions in 2008 and has catapulted the company from a startup to an award-winning market leader uniquely positioned at the intersection of speech recognition, customer care and multimodal interface technology. Prior to taking the helm at Interactions, Mike served as Chief Executive Officer of Idiom Technologies, a developer of enterprise level translation automation technology servicing Fortune 1,000 corporations, later acquired by SDL Enterprise LTD. He also served as an Executive in Residence at Sigma Partners, having worked at Books 24×7, Focus Enhancements, Phoenix Technologies and Cullinet Software.

“With Interactions, your customers aren't limited to frustrating menu trees and IVRs. Our Conversational AI gives people the flexibility to communicate in their own words—regardless of language, accent, noise or complexity of their query.”


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