Interactions Digital Roots

Formerly ENGAGE

Interactions Digital Roots is a customer engagement solution powered by Conversational AI. According to the vendor, it enables businesses of all sizes, including Fortune 500 companies, to seamlessly connect with their customers through various channels, delivering a personalized and modernized customer care experience. This versatile platform is utilized by professionals in customer service, contact center management, customer experience, as well as industries such as financial services, insurance, healthcare, retail, and travel and hospitality.

Key Features

Intelligent Virtual Assistant: Interactions Digital Roots offers an Intelligent Virtual Assistant (IVA) powered by Conversational AI. The vendor claims that the IVA provides conversational and personalized customer care, allowing customers to communicate naturally and reducing frustration associated with automated solutions.

Omnichannel Approach: According to the vendor, Interactions Digital Roots takes an omnichannel approach, delivering a consistent customer experience across all channels. Customers can seamlessly switch between channels without the need to repeat information, and conversations can be easily resumed or paused.

Personalization: Interactions Digital Roots delivers a highly personalized user experience through Adaptive Understanding technology. The vendor states that the IVA has awareness of recent customer interactions and access to relevant customer data, enabling automation without compromising individual customer needs.

Enhanced Self-Service: The Intelligent Virtual Assistant automates transactions at every stage of the customer journey, according to the vendor. From initial engagements and frequently asked questions to complex tasks like enrollments and onboarding, the IVA offers comprehensive self-service capabilities, freeing up live agents to focus on more complex and revenue-generating interactions.

Effortless Customer Care: Interactions Digital Roots aims to provide effortless conversations through talk, text, or touch. The platform enables customers to communicate naturally and efficiently, leveraging a combination of artificial intelligence and human understanding to ensure accuracy and responsiveness.

Convenient Authentication: Interactions Digital Roots offers Voice Biometrics as a convenient authentication method, according to the vendor. This feature allows for secure and easy verification of a customer's identity using their unique voice characteristics, providing convenience and personalization while reducing costs.

Truly Omnichannel: Interactions Digital Roots goes beyond channel choice to deliver a comprehensive omnichannel experience, according to the vendor. Customers can maintain context and continuity across channels, seamlessly switching between phone, web, SMS, and more. Conversations can effortlessly resume from where they left off, ensuring a consistent and uninterrupted customer experience.

Cost Savings: According to the vendor, Interactions Digital Roots helps businesses save costs by offering efficient self-service options. Customers can accomplish more in less time, reducing the need for live agent assistance. Live agents can focus on interactions that require complex problem-solving and revenue generation.

Security: Interactions Digital Roots prioritizes stringent security controls to protect personal and payment data, according to the vendor. The platform securely collects and processes large volumes of sensitive data for Fortune 500 clients across various industries, ensuring privacy and safeguarding customer information.