Interactions Adds Omnichannel Intelligent Virtual Assistant Capabilities



Interactions, a provider of intelligent virtual assistants (IVAs), released its enhanced IVA platform to deliver personalization, persistence, context, contemporary channel offerings and more and to help companies manage each point of contact through the customer lifecycle.

"Enterprises no longer have the luxury of providing only traditional customer care limited to contact center interactions and covering basic problem-solving. Customers' perception of a brand impacts mission-critical items like new revenue, customer retention, and satisfaction," said Mike Iacobucci, CEO of Interactions, in a statement. "Savvy brands know that competitive differentiation increasingly demands delivering productive customer experiences that fit into the demanding, hectic lives of customers. We evolved Interactions IVA platform to respond to today's complex customer engagement demands, delivering a modern, conversational and unified experience across all engagement channels."

With the enhanced IVA capabilities on the Interactions platform, companies can deliver a modern customer experience on the channels of their choice and add new channels as customer needs change.

Interactions' omnichannel capabilities include the following:

  • Personalization with integrations to business applications and customer data that make use of recent transactions;
  • Persistence through artificial intelligence that captures and stores information from all interactions, even partial conversations. This information is shared on the Interactions Adaptive Understanding Platform to continue conversations at a future time, on any channel.
  • Context that allows the application to know the most relevant information to a particular customer and intelligently use this data for efficient conversations;
  • Unified brand voice and expanded channels via the Interactions Adaptive Understanding Platform.

"It's amazing when you consider the number of tasks a person today attempts to complete at one time," Iacobucci continued. "Imagine a customer who starts a conversation about an auto insurance policy on her smart speaker, only to realize she's running late and needs to leave. Interactions omnichannel IVA was created so she can pick that conversation up seamlessly via text message, voice call, Facebook Messenger, email, or other channels when it suits her. Perhaps that's immediately, but it could also be a day later. The modern customer experience is about being in-life and omnipresent whenever a customer needs your service."