Interactions

Interactions is an artificial intelligence technology company that provides automation and personalization capabilities for multichannel customer interactions. The company develops Intelligent Virtual Assistant (IVA) solutions by integrating speech-based AI, generative AI, and human-assisted understanding systems. Founded in 2004, Interactions has its headquarters in Franklin, Massachusetts. It also operates offices in other U.S. states including New Jersey, New York, and Indiana.

Founding

Founded in 2004, Interactions aims to transform the customer service experience through artificial intelligence technologies. The company’s executive leadership includes CEO Mike Iacobucci, Director of Product Phil Gray, Chief Financial Officer Matt Malek, Chief Human Resources Officer Mary Clermont, and Director of Marketing and Strategy Lindsay Semas, among other senior executives. Interactions has adopted a remote work model, with employees distributed across various U.S. states and in India.

Technology Infrastructure

Interactions’ technology infrastructure is built on the integration of three core components: Predictive AI, Generative AI, and Human-Assisted Understanding. The Predictive AI component focuses on intent recognition and contextual understanding in both spoken and written communication. Generative AI is used primarily to create content for unstructured tasks. The Human-Assisted Understanding approach enhances response accuracy by introducing human intervention in complex or low-confidence scenarios. The Adaptive Understanding technology enables real-time support by routing parts of voice or text inputs that the AI cannot interpret to human representatives. The Workflow Orchestration component fully automates customer service interactions while retaining the ability to hand off to a human agent when necessary. Together, these technologies enable seamless, multilingual, and high-accuracy customer experiences.

Application Areas

Interactions’ solutions serve a broad range of industries including automotive, financial services, e-commerce, healthcare, and public services. The Intelligent Virtual Assistant (IVA) responds to user requests via voice or text, automating functions such as identity verification, account management, payment processing, appointment scheduling, and order tracking. It can also handle customer service processes including product information provision, technical support, and returns management.

The company’s solution portfolio is designed to deliver seamless experiences for each user through multichannel support and persistent context management. Interactions seeks to enhance customer satisfaction while reducing operational costs.

Partnership Programs

Interactions develops partnership models with consulting firms, managed service providers, value-added resellers, and outsourced service providers. These partnerships cover areas such as technology integration, solution development, consulting, and managed service delivery.

Under the Partner Enablement Program, partners receive various forms of support including training, certification, solution integration, sales enablement, and strategic growth planning. The program enables partners to generate revenue through both referral and resale models. Additionally, with Interactions’ solution lifecycle support, partners can assume responsibility for the design, development, deployment, and maintenance phases of projects.

Technological Advancements and Platform Features

Interactions integrates technologies such as speech recognition, natural language processing (NLP), speech understanding, and multilingual content generation. The platform provides capabilities including the creation of customer and agent summaries, expansion of knowledge bases, delivery of suggested responses, and quality monitoring. The system also continuously improves by analyzing real-time metrics such as customer effort score (CES^【1】). The company’s security policies are structured to meet various industry standards in areas including data privacy, compliance (e.g., SOC, HIPAA, GDPR), and authentication.

Future Vision

Interactions anticipates that artificial intelligence technologies will play a central role in the future of customer service automation. The company’s strategy focuses on enabling generative AI to take on more tasks, enhancing contextual understanding, and integrating multimodal communication systems—visual, voice, and text—with higher accuracy. Additionally, by offering a success-based pricing model, Interactions enables businesses to pay based on performance, transforming the relationship into a mutually beneficial structure. The company continues to deliver solutions that scale from small-scale deployments to enterprise-level systems handling millions of customer interactions.