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20 Leading Companies of the Year 2022

Interactions: Transforming The Way Leading Brands And Consumers Communicate

Interactions
The Executive Headlines

Founded in 2004, Interactions offers Intelligent Virtual Assistants that seamlessly combine artificial intelligence and human understanding to enable businesses and consumers to engage in productive conversations. The company 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.

Interactions help leading brands with flexible products and solutions designed to meet the growing demand for unified, multichannel customer care. The company delivers significant cost savings and unprecedented customer experience for some of the largest brands in the world. “We 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, we’re creating happier, more loyal customers and saving businesses millions of dollars,” says Mike Iacobucci, CEO of Interactions.

 

Passionate About Transforming Customer Experience

 

Since 2004, Interactions has been expanding in customer sales, service, and support with its Adaptive Understanding™ technology. The company is one of the first to commercialize truly omnichannel Intelligent Virtual Assistants that combine artificial intelligence and human understanding. This has helped the company to offer; Conversational, engaging interactions across channels. Vastly improved self-service. Customers and businesses get more done in less time and have amazing conversations. Mike and the team at Interactions believe every conversation, every interaction is an opportunity. The company aims to eliminate broken communication and replace it with technology that conforms to humans. It has enabled its clients to transform their customers’ experience from one that seeks to contain and deflect to one that engages and satisfies. Alongside, Interactions endeavor to create opportunities for its employees to advance their skills, their interests, their passions, their careers, and their lives. This helps the employee to provide quality services to the clients of Interactions.

 

Customer Oriented Products

 

Interactions Intelligent Virtual Assistant allows clients to easily interact with their customers. This is done by combining the latest Conversational AI technologies and human understanding, the company transforming what it means to provide excellent customer engagement. Its Intelligent Virtual Assistant lets the clients speak or text naturally and in their own words, creating an effortless customer experience from start to finish.

With Interactions Digital Roots, clients can easily monitor, measure, and engage with social media conversations about their brand from a single platform. By leveraging artificial intelligence, its system can deliver highly relevant customer conversations and insights from any source on the web. Unlike most traditional social listening and engagement tools that rely on user-generated rules and popular keywords to identify engagement opportunities, Digital Roots leverages artificial intelligence to comb through social conversations and find the most relevant posts. The tool removes the need for manual searching so that clients can spend more time engaging with the right customers. And since Interactions incorporate natural language processing and machine learning, its tool learns from what users are doing and gets smarter over time.

  1. Superior Accuracy: With Adaptive Understanding, Interactions’ solutions deliver a human-like level of understanding accuracy, enabling us to take on complex transactions in self-service that would otherwise require agent assistance. So, we get it right not just the first time, but every time—and your customers never need to repeat themselves.
  2. Continuous Learning: Interactions systems are continually learning through our deep neural networks and machine learning technologies — a continuous feedback loop that makes our applications smarter the more conversations they have. Our human listeners act as labelers for data that are not understood, and this information is fed back into the application, making it more accurate.
  3. Multiple Recognition Resources: Interactions Adaptive Understanding utilizes multiple recognition methods in real-time for unprecedented understanding and experience. Adaptive Understanding makes use of both artificial intelligence and human understanding as needed.
  1. Training and Tuning: Through our continuous improvement program, a dedicated account management team works to constantly train and tune client applications for improved performance.
  2. Fully Automated: When a portion of a conversation requires a human to recognize or interpret information, it is done in real-time and in the background — so the consumer never experiences any delays or interruptions in customer care.
  3. Safety and Security: Interactions has invested heavily to meet the security, scalability, and reliability demands of many of the world’s largest enterprises. That’s why we meet or exceed standards for SOC 2, Type 2 Audit, PCI-DSS, Level 1 Service Provider, and the Health Insurance Portability and Accountability Act.

 

Obsessed With Customers’ Success

 

We are currently living in an era where customers are more dominant than ever. It is important to have a good relationship with customers. Interactions understand the importance of customers, it treats customers as part of an extended team and feels pride in their success. Interactions are hyper-focused on doing what it takes to ensure that the customers garner improved customer experience, increased customer engagement, and compelling ROI. “We celebrate our client successes and the collective efforts it takes to deliver on this promise,” says Mike. Further, he adds, “We seek to change convention and the status quo. We are agents for change—our technology enables our customers to transform their support model and the way we do our jobs. We not only embrace change, but we also seek to drive change.”

Quote: At Interactions, we’ve proven that AI and humans can work together to create something better than either one can accomplish on its own. 

 

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