Client
Interactions

Deliverables
Case studies

Overview
Move over, Turing test. Interactions provides intelligent virtual assistants that seamlessly mimic human interaction to transform customer service. They asked me to help prove that their conversational AI solutions work for enterprise clients in key industries. I put together these case studies to highlight key wins that are especially relevant for the hospitality and utility verticals.

Challenges

Hyatt: Servicing on-the-go travelers with varied and complex tasks, which also prevented human reps from fielding calls with additional sales opportunities

SRP: Managing seasonal hiring costs during Arizona’s hot season (AKA 2/3 of the year) for one of the nation’s largest public power utility providers

TXU Energy: Keeping frustrated callers happy in Texas — where electricity customers can choose their own provider — without increasing operating costs

Solutions

Hyatt: Focusing on Interactions’ proven success delivering on operational and sales goals for the hotel brand, including saving $4M+ in call center costs

SRP: Highlighting the bilingual and conversational virtual assistants, which doubled the rate of self-service calls and dramatically reduced the need for seasonal live agents

TXU Energy: Calling out the flexibility of free-form dialogue and customized solutions for more than a dozen common self-service transactions