# INTERACTIONS

> Conversational AI that blends human and artificial intelligence to deliver enterprise\-grade customer experience automation at scale\.

## At a glance

| Field | Value |
| --- | --- |
| Category | Customer Engagement |
| Type | Solutions Provider |
| Region | NA |
| Headquarters | Franklin, Massachusetts, USA |
| Founded | 2004 |
| Stage | Growth |
| Employees | 201-500 |
| Funding | Acquired |

## Overview

Interactions is a conversational AI platform provider that combines Predictive AI, Generative AI, and human intelligence to automate customer experience at enterprise scale. Founded in 2004, the company pioneered Intelligent Virtual Assistants (IVAs) that handle inbound voice and digital interactions -- including claims intake, billing inquiries, policy self-service, and authentication -- with accuracy that exceeds fully automated systems alone.

The platform is built on Adaptive Understanding, a proprietary engine that blends automatic speech recognition, natural language processing, and an optional human-in-the-loop review layer. When the AI is uncertain, human agents intervene in real time to disambiguate, producing a hybrid system that processes over one billion transactions annually and generates approximately USD 300 million per year in client savings.

In September 2025, Interactions was acquired by SoundHound AI (Nasdaq: SOUN) for approximately USD 60 million in cash plus contingent revenue milestone payments, strengthening SoundHound's agentic AI leadership across enterprise customer service segments.

## Products & services

### Interactions IVA \(Intelligent Virtual Assistant\)

Hybrid AI platform combining Predictive AI, Generative AI, and human intelligence to automate inbound customer interactions across voice and digital channels.

**Key features:**

- Handles claims intake \(First Notice of Loss\), billing inquiries, policy updates, and authentication without a live agent
- Achieves 98% authentication success rate and resolves 90%\+ of inquiries through self\-service
- Supports 12 languages across 30\+ countries

*Target users:* Carriers, TPAs, large consumer\-facing enterprises

### Adaptive Understanding

Proprietary AI engine combining automatic speech recognition, NLP, and optional real-time human review agents who intervene on uncertain inputs.

**Key features:**

- Human review layer resolves ambiguous utterances in real time without the caller noticing
- Accuracy exceeds fully automated ASR/NLP systems alone
- 130\+ patents covering conversational AI and workflow automation

*Target users:* Enterprise operations teams and customer experience leaders

### CX Automation Platform

End-to-end customer experience automation across voice, digital, and messaging channels, with workflow orchestration and system integration.

**Key features:**

- Routes calls, gathers structured data, and integrates with core insurance systems via APIs
- Connects to CRM, billing, policy administration, and payment platforms
- Processes 1B\+ transactions annually across the customer base

*Target users:* Enterprise IT and CX operations teams

## Category & focus

- Subcategories: Intelligent Virtual Assistants, Conversational AI, FNOL Automation, Self\-Service, Workflow Orchestration
- Insurance verticals: P&C Personal, P&C Commercial, Life & Annuity, Health
- Target customers: Carriers, TPAs

## Notable customers

- Progressive \(insurance\)
- GoDaddy
- Evergy
- TXU Energy
- University Hospitals
- Citi

## Links

- Website: <https://www.interactions.com>
- Directory profile: <https://insurtechlist.com/companies/interactions/>
- Linkedin: <https://www.linkedin.com/company/interactions-corporation>
- Press/news: <https://www.interactions.com/press-releases/>
- Insurance solutions: <https://www.interactions.com/industries/insurance/>

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*Last updated: 2026\-06\-03*