Tara Wildt

Looking Back at 2018: The Biggest Trends in Customer Care

2018 was an exciting year for the customer care industry. To celebrate the year coming to a close, we’re taking a look back at some of the biggest trends in customer care. Customer Care Has Become Much More Complex We started off the year by...

You’ve Been Doing Voice All Wrong

In a recent survey, Interactions found that consumers are actually split when it comes to preferences for interacting with a brand’s customer care channels. Nearly half (49%) prefer voice channels, or speaking, to resolve an issue. Which — if you think about it —...

Do Consumers Prefer Texting or Talking? 3 Takeaways from New Research

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Previous Interactions research has shown that — despite anecdotal evidence — there isn’t necessarily a generational split when it...

3 Revenue-Driving Benefits of Conversational AI

When it comes to the customer experience, consumer comfort levels with artificial intelligence can vary greatly depending on how the technology is applied. As we shared in a recent ebook, consumers often think AI is ‘creepy’ when it utilizes information they did not directly...

3 Situations Where Customers Prefer AI

These days, you can’t turn on the news, listen to your favorite podcast or read an article without hearing about the latest and greatest developments in AI. But for many businesses, AI is more than hype — it’s an important part of how they...

How Mapping the Customer Journey can Improve CX

Your customer experience is important. It sets you apart from your competitors, affects your ability to retain customers, and impacts your bottom line. But understanding the customer experience can be challenging. What is it like for a customer who interacts with your customer service...

A Guide to Virtual Assistants for Brand Managers

Over the past few months, virtual assistants have quickly become a topic of conversation for C-level executives, engineers and brand managers alike. Interactions SVP of Marketing, Jane Price, developed a guide to virtual assistants specifically for marketers and brand managers. While the first generation...

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...

How to Build a Persona for your Intelligent Virtual Assistant

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 —...

Intro to Conversational AI

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...

The Recipe for Trusting Virtual Assistants

As AI solutions and virtual assistants make their mark people and businesses, we’re learning there’s a hesitation to trust the technology with big decisions—like where to invest money, how much to pay employees, or what treatment to provide a sick patient. Reasonably so. However,...

3 Important Differences between Chatbots and Intelligent Virtual Assistants

As brands continue to focus on improving the customer experience, incorporating automation into customer interactions is becoming more and more important. Your customers’ time is valuable — and they want you to recognize this fact and deploy technologies that put time back into their...

5 Questions to Answer Before Investing in your Customer Care Strategy

Investing in your customer care strategy is a critical step for companies that want to remain competitive in today’s customer-obsessed environment. But with a growing variety of technological solutions, the opportunities for investment are endless — and it’s hard to know where to start. That’s...

When it Comes to AI, Let Humans do the Brilliant Work

No matter who you talk to, it’s pretty clear at this point that artificial intelligence (AI) is here to stay. The question, then, is what the future with AI looks like. At Interactions, we firmly believe that the future is brighter with AI, specifically...

The Impact of Human Touch on Customer Care Preferences

The world of customer care is constantly evolving, as consumer preferences shift and new technologies become available. What’s become apparent recently, however, is that consumers’ level of comfort with automated customer care systems is changing. In a recent research report run by Interactions, results...

Not All AI is Created Equal: Pure vs. Pragmatic AI

We often see people getting first curious and then confused or even scared with the thought of artificial intelligence. This is mainly because we were first introduced to AI via science fiction – like the classic Terminator or the more recent Westworld. In the...

5 Predictions for Intelligent Virtual Assistants in 2018

There’s no doubt that 2017 was an exciting year for Intelligent Virtual Assistants (IVAs) and artificial intelligence. We conducted research showing that consumers’ comfort with automated technology is increasing, and most are willing to try out new methods for resolving customer service issues. We...

4 Observations About the Current State of Customer Care

Customer care, although increasingly important, is constantly evolving. Businesses know they need to excel at customer care in order to remain competitive, but with the pace at which consumer preferences for channels continue to change, it’s difficult to develop a comprehensive and effective customer...

3 Tips for Creating a Seamless Holiday Shopping Experience

It’s that time of year again — when customers are rushing left and right to their favorite retailers (in-store and online) to start or finish up holiday shopping. Black Friday, Cyber Monday, and the Holiday season are officially here — and while that can...

Finding Harmony Between Human and Artificial Intelligence

Currently, artificial intelligence (AI) technologies are having an increasing impact on many aspects of daily life. I recently spoke with Interactions Dr. Michael Johnston, a veteran of speech and language technology with over 25 years of experience in the industry, to discuss the benefits...

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