Interaction | Jotup

New Research Finds Customer Expectations for Timely, Personalized Service Directly Impact Where They Shop Online

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Giovedì, Settembre 14, 2023

Data Management, Other Retail, Online Retail, Technology, Discount, Variety, Department Stores, Electronic Commerce, Catalog, Retail, Software, Artificial Intelligence, Communication, Interaction, Research, Sales, Online shopping

The survey results, based on responses from 1,000 nationally dispersed US consumers and commissioned by Airkit.ai, generative AI customer service platform, underscores the primary reasons customer satisfaction has plummeted to a 17-year low.

Key Points:

The survey results, based on responses from 1,000 nationally dispersed US consumers and commissioned by Airkit.ai, generative AI customer service platform, underscores the primary reasons customer satisfaction has plummeted to a 17-year low.
Frequency of Interaction: 76% of participants contacted customer service 1-3 times in the last year, with 24% reaching out 4+ times.
The new findings spotlight a golden opportunity for brands to rethink their customer service strategies, leaning on platforms like Airkit.ai.
As the only native GPT-4-powered CX solution, Airkit.ai eCommerce promises retail brands faster service, heightened customer satisfaction, and reduced support costs.

NICE Recognizes Top EMEA and APAC Innovators with International CX Excellence Awards

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Martedì, Agosto 29, 2023

NICE (Nasdaq: NICE) today announced the winners of its International CX Excellence Awards for 2023.

Key Points:

NICE (Nasdaq: NICE) today announced the winners of its International CX Excellence Awards for 2023.
The International CX Excellence Award winners demonstrated remarkable results.
Change Agents - Acknowledging the remarkably rapid adoption and implementation of digital CX best practices to deliver exceptional CX in healthcare.
The International CX Excellence Awards winners have demonstrated how to harness our technology to deliver superior experiences while demonstrating tangible results for the business, consumers and agents.

NYCM Insurance Receives J.D. Power Award for 2nd Year in a Row

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Mercoledì, Luglio 19, 2023

Insurance, J.D. Power, Price, Public auto insurance, Ecosystem, Policy, Interaction

EDMESTON, N.Y., July 19, 2023 /PRNewswire/ -- For the second year in a row, NYCM Insurance is proud to announce being ranked #1 in Customer Satisfaction Among Auto Insurers in New York in the J.D. Power 2023 U.S. Auto Insurance Study.

Key Points:

Power published the results of its 2023 U.S. Auto Insurance Study on June 13.
NYCM Insurance ranked #1 in four out of the five study factors: Billing Process & Policy Information; Claims; Interaction; and Price.
The 2023 U.S. Auto Insurance Study also found that nearly one-third (31 percent) of auto insurance customers had experienced a rate increase during the last year.
While overall satisfaction with auto insurance dropped 12 points (on a 1,000-point scale), NYCM Insurance improved its satisfaction score by 8 index points.

Wearable Devices Launches Unity Plugin Enabling Partners to Create Touchless Interaction Functionalities for Games with Spatial Gesture Recognition

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Giovedì, Luglio 6, 2023

Business development, Science and technology in Asia, Augmented reality, Wearable, Business, Android, IOS, VR, Mudra, Virtual reality, WLDS, Interaction, AR, Video game, Mobile phone

The innovative plugin integrates touchless interaction and control into Unity supported platforms, expanding software development opportunities and enabling commercial gaming companies and enterprises to create increasingly customized experiences for their users.

Key Points:

The innovative plugin integrates touchless interaction and control into Unity supported platforms, expanding software development opportunities and enabling commercial gaming companies and enterprises to create increasingly customized experiences for their users.
The newly released plugin represents a significant milestone in Wearable Devices’ commitment to providing powerful tools to unlock the potential in touchless interaction experiences for Human-Computer Interactions and Extended Reality experiences through wearables.
Mudra product customers and partners and Unity users will benefit from the following features:
Versatile integration capabilities: With the plugin, integrating touchless interaction and control functionalities is now instant and effortless.
Various gesture type schemes: The plugin grants access to a wide range of functions, including discrete, continuous, and Air-Touch gesture types.

Interactions Named One of Comparably’s Best Places to Work

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Mercoledì, Giugno 28, 2023

Communication, Culture, Pride Month, Black History Month, Interaction, Holiday, Diversity, Inclusion, Environment, Management, Diwali

FRANKLIN, Mass., June 28, 2023 (GLOBE NEWSWIRE) -- Interactions , the world leader in conversational AI, today announced it has been named one of Comparably’s 2023 Best Places to Work.

Key Points:

FRANKLIN, Mass., June 28, 2023 (GLOBE NEWSWIRE) -- Interactions , the world leader in conversational AI, today announced it has been named one of Comparably’s 2023 Best Places to Work.
“Building a culture of inclusion has always been a top priority for us,” said Mary Clermont , chief people officer at Interactions.
“We’re lucky to have our CEO who lives our values every day and strives to foster a diverse, supportive work culture.
For more information on Comparably’s Best Places to Work Awards and a full list of 2023 honorees, see here .

Astound Business Solutions Launches Cloud Contact Center in Partnership with Intermedia Cloud Communications

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Mercoledì, Giugno 21, 2023

Astound Broadband, the 6th-largest U.S. Cable provider, and Intermedia Cloud Communications, a leading provider of intelligent cloud communications and collaboration solutions to businesses and the partners that serve them, today announced the introduction of Cloud Contact Center , a cloud-based intelligent contact center solution developed by Intermedia.

Key Points:

Astound Broadband, the 6th-largest U.S. Cable provider, and Intermedia Cloud Communications, a leading provider of intelligent cloud communications and collaboration solutions to businesses and the partners that serve them, today announced the introduction of Cloud Contact Center , a cloud-based intelligent contact center solution developed by Intermedia.
Available through Astound Business Solutions, Cloud Contact Center is designed for businesses of all sizes and industries, ranging from small and medium-sized businesses (SMB) to large enterprise organizations that need to efficiently manage, track, and improve their customer interactions.
Cloud Contact Center delivers superior, responsive customer care from any location.
That’s why we’re partnering with Astound Broadband to provide businesses with a versatile, reliable, secure, and cost-effective cloud-based solution to help them deliver more informed, responsive, and personalized customer experiences.”
To learn more about Cloud Contact Center, please visit: https://www.astound.com/business/enterprise/voice/ucaas/contact-center/

Interactions Expands Its Industry-Leading Technology Portfolio with Two New Patents

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Martedì, Giugno 20, 2023

AI, Human, Interaction, CX, HAU, Patent, Attention, Customer Service System, Engineering, Comprehension, Natural language, Sales, Online shopping

The new patents will enhance collaboration between AI and humans in customer service, creating better experiences for customers and agents alike.

Key Points:

The new patents will enhance collaboration between AI and humans in customer service, creating better experiences for customers and agents alike.
Companies have to move just as fast to stay competitive,” said Dr. Srinivas Bangalore, senior vice president of engineering at Interactions.
The two new patents will build on the company’s existing work and allow Interactions to continue advancing its Human Assisted Understanding (HAU) models.
These patents add to Interactions’ impressive portfolio , which includes rights to more than 1,400 additional patents.

NICE Announces Interactions International 2023, Premier CX Event Showcasing Enlighten’s Pioneering AI For Business

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Lunedì, Giugno 19, 2023

NICE (Nasdaq: NICE) today announced that Interactions International will take place at the Tobacco Dock in London on June 19 and 20.

Key Points:

NICE (Nasdaq: NICE) today announced that Interactions International will take place at the Tobacco Dock in London on June 19 and 20.
Industry analysts will share best practices in AI, generative AI technologies and beyond: how to listen, how to speak and why it matters.
CX leaders will cover successful CCaaS migrations and how NICE CXone is driving brands to achieve operational success and 24/7 customer support.
“CX is undergoing a rapid transformation due to AI and digital advancements,” said Darren Rushworth, President, NICE International.

Wawanesa Customer Satisfaction Ranked #1 in California

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Giovedì, Giugno 15, 2023

Wawanesa Insurance, Safe Auto Insurance Company, Wawanesa, J.D. Power, Interaction, SAN, Insurance

SAN DIEGO, June 15, 2023 (GLOBE NEWSWIRE) -- In recognition of the high-quality service provided to Wawanesa General Insurance (Wawanesa) members, Wawanesa has been awarded “Highest in Customer Satisfaction Among Auto Insurers in California” for the fourth year in a row.

Key Points:

SAN DIEGO, June 15, 2023 (GLOBE NEWSWIRE) -- In recognition of the high-quality service provided to Wawanesa General Insurance (Wawanesa) members, Wawanesa has been awarded “Highest in Customer Satisfaction Among Auto Insurers in California” for the fourth year in a row.
“Against some of the most challenging market conditions we have ever faced in California, we stayed focused on providing our members with excellent service,” said Chris Henn, President, Wawanesa Insurance.
Power 2023 U.S. Auto Insurance Study is based on responses from thousands of California auto insurance customers, collected from January through April 2023.
Wawanesa was also ranked first in California in the categories of Interaction and Price.

Consumers Say They’d Rather Get a Cavity Filled, Burn Their Mouths on Hot Coffee and Attend a ‘Meeting that Could Have Been an Email’ than Engage with Customer Service

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Martedì, Giugno 6, 2023

Human, Silver, CX, Interaction, Emotion, Harvard Business Review, Digital technology, Hire, Fortune 500, AI, News, Sales, Online shopping, Music, Customer service

A staggering 90% of consumers say customer experience (CX) is as important as a company’s products or service—yet companies routinely miss the mark, aggravating customers in the process.

Key Points:

A staggering 90% of consumers say customer experience (CX) is as important as a company’s products or service—yet companies routinely miss the mark, aggravating customers in the process.
The bad news is that companies seem to have forgotten that, and consumers are frustrated at levels not seen in two decades.
To understand the state of CX in 2023, Interactions , a leader in conversational AI for customer service, surveyed 1,000 U.S. consumers.
“Over the next 10 years, customer service excellence will emerge as a top predictor of a business’ success,” said Mullen.