Solutions

A New Advance in Customer Care Technology

Building upon earlier speech recognition and Web customer care solutions, Interactions’ solutions integrate a crucial layer of understanding into automated systems — enabling a productive two-way dialogue, quick and efficient responses to customer requests, and an easy and natural way to communicate.

The Interactions solution works with and enhances existing IVR (Interactive Voice Response) platforms, speech platforms, and Web applications, providing a proven impact on ROI – getting applications up and running three times faster than the competition at a fraction of the cost.

Supplemented by a small pool of human “intent analysts,” who provide an additional layer of understanding, the technology automatically routes a customer’s utterances to either a traditional speech recognition engine or an intent analyst at any point during the call.

• Voice Interactions™: Our flagship voice product is a next generation IVR that works. Hear our hybrid solution in action.
• Mobile Interactions™: Our HumanTouch™ technology can better interpret inquiries delivered over SMS and other mobile platforms.
• Web Interactions™: Experience a better way to respond to customer questions via e-mail, IM, chat, help forums, even tweets.
• Consumer Electronic Interactions™: A wide variety of innovative applications currently in development, including support for integrated @location deployments.

How does it work? Imagine this…

A customer is browsing on your Web site and needs some help finding a form to submit some healthcare spending account expenses. After searching around for a few minutes the customer clicks on the “Interactions button” and is greeted with a voice that says “How can I help you”? The customer responds, “I can’t find the form to submit HSA expenses”.

Immediately, Interactions responds with the link to the form and offers to provide additional assistance. The engagement is completed quickly, and the customer is satisfied without having to speak with an agent.

That’s the power of of our solution.

Interactions – Because Customers Talk™