Interactions LLC

As customer service leaders evaluate new AI technologies, the question isn't just "Can we implement this?" but "How will we know if it's working?" Clear metrics drive better decisions and prevent costly missteps. The latest Gartner® research discusses critical metrics for evaluating AI agents in customer service: customer effort, automation levels, trust and compliance risk, and platform optimization. Organizations need visibility across all four dimensions to ensure benefits outweigh costs. In our opinion, the data shows AI agents vary widely in capabilities, reliability, and cost—making comprehensive measurement essential before deployment. Read the full Gartner® report: https://bit.ly/42TzoqU

👋 Meet Shane Sheffield, our Senior Manager of Model Operations, and one of the most relentlessly curious people you’ll ever meet. Shane’s been part of the Interactions team for 14 years, starting out as an Intent Analyst and working his way through Training, Quality, Model Dev, and Automation. What kept him here? “I believed I could make a difference—and I still believe in the work we’re doing and the people doing it.” When he’s not building better models or systems, you’ll find Shane outside: fishing, hiking, or jamming out to music with his kids. 🎶🐟 He’s big on asking why, staying curious, and pushing outside his comfort zone, whether that’s exploring the stars (literally; he’s fascinated by astronomy) or finding better ways to help teammates succeed. 🍳 Favorite breakfast food: All of them. 🥪 Favorite sandwich: A classic BLT, preferably with tomatoes straight from the garden. 💬 Best advice: “Don’t confuse movement with progress. Make your work count.” We’re lucky to have Shane leading the way on Model Ops with curiosity, candor, and care.

$20 million in annual savings. That's what happens when customer service meets the right technology partner. 🤝 A leading insurance provider transformed their entire CX operation by rethinking their approach to partnerships. The results speak for themselves: millions of agent minutes saved, dramatically reduced operating expenses, and customers who can actually solve their problems without waiting on hold. The secret sauce was finding a partner who understood that modern customer service requires more than AI buzzwords and automation promises. Three decisions that made the difference: 🔸 Automating routine inquiries so human agents could focus on complex problems that actually require expertise 🔸 Building self-service tools that customers genuinely want to use 🔸 Measuring success by outcomes, not features The lesson is clear. Technology is only as good as the strategy behind it. When you combine advanced AI with deep CX expertise and a commitment to continuous improvement, you don't just save money. You create experiences that make customers feel empowered rather than frustrated. For insurance providers and any company dealing with high volumes of routine inquiries, this partnership proves that the right approach to automation doesn't replace the human element. It elevates it. Dive into the full story: https://bit.ly/4pvOUlH

Regulations like GDPR and CCPA are creating the frameworks for responsible AI. 💡 Here's something that not everybody realizes: These laws don't just protect consumers. They unlock the confidence businesses need to scale AI responsibly. Why? Proactive compliance isn't a burden. It's a green flag in a world where trust is everything. 💯

The utility customer experience is under pressure like never before. Customers expect instant answers, seamless self-service, and proactive communication...Especially during outages when anxiety runs high. In this lies a major challenge: traditional customer service models weren't built for these expectations. Long hold times, limited after-hours support, and complex account management create friction at every touchpoint. The solution requires fundamentally transforming how customers interact with your utility through intelligent automation that actually works. Our latest blog explores how conversational AI is helping utilities eliminate the most persistent pain points in customer service: https://bit.ly/4oaPnbF

🤔 Where does your organization stand on the IVA maturity curve? Take our quick assessment to find out! In just one minute, you'll discover whether you're an Explorer taking your first steps into intelligent automation, a Pioneer actively building capabilities, or a Trailblazer leading the pack in customer experience innovation. The assessment evaluates your readiness across 11 key dimensions, from call volume and CSAT performance to technology infrastructure and innovation appetite. https://bit.ly/4qMTeyl

Behind every powerful solution is someone who lives at the intersection of creativity and purpose. 💫 Meet Lisa Michaud, Product Director at Interactions and a proud Philomath (someone who loves learning across diverse fields). Her journey from aspiring science fiction author to college professor to leading product innovation shows how unexpected paths often lead to the most meaningful work. Lisa brings curiosity and connection to everything she touches. Her philosophy? 𝗟𝗜𝗦𝗧𝗘𝗡. Not just to respond, but to truly understand the perspectives and experiences that make solutions better. Her ability to celebrate team wins and make complex challenges feel approachable creates the kind of environment where innovation thrives. Her advice for new hires resonates beyond Interactions: Learn more than just what goes on in your group. Understanding how the small pieces operate in the larger whole makes everything make more sense. Feel free to ask her to recite the entirety of the prologue of the Canterbury Tales in Middle English next time you see her. Then be prepared to give her a round of applause! 👏 Lisa's vibrant energy and collaborative spirit make Interactions better every day. We're incredibly fortunate to have her leading the way in product innovation and bringing her whole authentic self to work. 🧡

Most CX teams are drowning in data but starving for actionable insights. At Frost & Sullivan Customer Contact West, our Product Director Lisa Michaud explored how Agentic AI bridges this gap—autonomously identifying friction points, simulating customer journeys, and turning metrics into real-time action before issues escalate. The winning move: measure effort, not just satisfaction, and use AI to eliminate friction at every touchpoint. Read how leading contact centers are moving from reactive reporting to predictive intelligence ⬇️

70% of the buying process is complete before customers even engage with a live salesperson. That window when customers are ready to talk? You need to be there right away and not a second later. A leading automaker faced this reality head-on by cutting through thousands of social media messages to find the right conversations and respond the moment customers were ready to engage. The approach: Smart moderation AI that classifies posts in real-time and labels engagement opportunities based on customer intent—sales leads, support requests, information seeking. Then an auto-suggest feature that generates real-time responses while learning from agents and understanding brand voice. The results: 🔸 2x as many customers engaged within an hour 🔸 35% faster response time 🔸 Response composition time reduced by 34% In today's digital-first buying journey, the question isn't whether you can engage customers. It's whether you can engage them fast enough. See how this auto giant achieved just that: https://bit.ly/49MjiDr

Trust in AI can't come from innovation alone. 💯 It comes from embedding security and ethical decisions into every layer of design, every data handling process, and every partnership in the AI supply chain. Our new ebook "Secure by Design: Building AI You Can Trust," explores the principles, frameworks, and regulations that form the foundation of trustworthy AI. Learn how to build AI systems that are secure, ethical, and resilient from the ground up—plus get practical guidance on vetting AI vendors and securing AI across rapidly expanding tech stacks. Download your copy here: https://bit.ly/3X0VioQ