Interactions Corporation

Interactions LLCType| Private

|

Industry| Customer care
Founded| 2004; 22 years ago (2004)
Headquarters|

Franklin, Massachusetts

USA

Area served

| Telecommunication, Hospitality, Finance, Insurance and Warranty, Retail, Utility, Consumer Software and Electronics, and Healthcare

Key people

| Mike Iacobucci (CEO)
Mary Clermont (CPO)
Matt Malek (CFO)
Peter Mullen (CMO)
Phil Gray (CPO)
Products| Virtual Assistants
Owner| SoundHound AI
Website| interactions.com

Interactions LLC (also known as Interactions Corporation) is a privately held[1] technology company that builds and delivers hosted Virtual Assistant applications that enable businesses to deliver automated natural language communications for enterprise customer care.

The firm offers Intelligent Virtual Assistants that integrate conversational artificial intelligence and human understanding, allowing businesses to engage with their customers in effective conversations.[2]

Founded in 2004, it is headquartered in Franklin, Massachusetts[3] and has offices in Indiana, Michigan, New Jersey and New York. Michael Iacobucci serves as CEO of the firm.[4]

## Contents

* 1 History
* 2 Technology
* 3 Services
* 4 Customers
* 5 References
* 6 External links

## History

Since inception, Interactions LLC has raised $167M[5] and was venture-backed by Sigma Partners, Cross Atlantic Capital Partners, Updata Partners, North Hill Ventures, Revolution Growth, NewSpring Capital and Comcast Ventures. In 2010, it received PCI DSS compliance validation.[6]

In April 2012, the firm was named a 2012 Gartner 'Cool Vendor' in CRM Customer Service and Social.[7] In November 2014, Interactions announced the acquisition of AT&T's Speech and Language Technology group,[8] along with its AT&T Watson(SM) platform.

In June 2016, it announced a new service named Curo Speech and Language Platform, based on the acquired AT&T technology, to provide enhanced natural language understanding within its products.[9] In the same year, the company updated its Virtual Assistant offering to include a voice biometric add-on, which helps prevent fraud in automated Virtual Assistant interactions.[10]

In May 2017, Interactions acquired AI-based social media engagement innovator Digital Roots.[11] Interactions Digital Roots uses social AI, natural language processing and machine learning to help global household brands engage with consumers on social media. In September, it was named to the Forbes Next Billion-Dollar Startups list.[12]

In August 2020, Interactions joined MassTLC's Tech Compact for Social Justice. The Tech Compact was created under the leadership of the Executive Diversity and Inclusion Steering Committee of the MassTLC Board of Trustees as a way for the industry to come together and bring meaningful change on a scale greater than any one company could achieve on its own.[13]

In July 2022, Interactions secured a $50M senior term loan from Runway Growth Capital. The new investment provided an opportunity for research and development efforts, bolstered operational infrastructure and growth with a primary focus on extending the company’s product roadmap. In November of the same year, Interactions launched Trustera, a real-time, audio-sensitive redaction platform.[14]

In May 2024, a collaboration was announced between Interactions and Kyndryl, the world’s largest IT infrastructure services provider. The announcement highlighted the availability of Kyndryl Interactive AI for Service Desk, a dynamic IT support service that utilizes Interactions blend of artificial intelligence (AI) and human expertise to deliver a hyper-personalized interactive IT support experience.[15]

In August, the company launched its new AI-powered agent assist tool Task Orchestration, which aims to reduce Agent Handle Time. The feature was launched together with GoDaddy.[16]

On September 3, 2025, it was announced that SoundHound AI had completed its acquisition of Interactions LLC.[17]

## Technology

The Interactions platform is built on nearly 20 years of work and 131 patents. Its IVA solution combines traditional Conversational AI with Generative AI (GAI). Interactions patented Human Assisted Understanding (HAU), a process that blends Conversational AI with human understanding in real time to deliver conversational experiences across voice- and text-based customer-care channels.[18]

Interactions also develops an agent-assist tool called Task Orchestration. When customers engage with self-service customer support through any channel, the Interactions IVA system quickly authenticates their identity and routes their requests, which removes the need for transferring calls or chats to agents. It also reduces the challenge of introducing AI-powered automation into complex contact center environments by eliminating the need for creating new APIs to communicate between systems and by interfacing with existing robotic process automation (RPA) solutions. Additionally, it is designed for businesses to incorporate real-time human intelligence when needed, thereby ensuring businesses can adopt transparent, responsible AI protocols.[19]

Interactions develops a real-time, audio-sensitive redaction platform named Trustera, which preemptively identifies and protects sensitive information like credit card numbers and solves compliance challenge in today’s contact-center environment: protecting a customer's Payment Card Information (PCI) anywhere it appears during a call.[20]

## Services

Operating under a SaaS business model, Interactions' service includes both an application's design and build, as well as continuous operating and tuning.[21]

## Customers

Interactions' customer base includes consumer-facing companies, including GoDaddy, TXU Energy, Evergy, Progressive, University Hospitals, and Citi. Interactions customers represent the telecommunication, travel and hospitality, finance, insurance, retail, utility, and healthcare industries.[22]

## References

1. ↑ "Interactions Corporation raises 12m more to ease the pains of automated customer service". http://bostinno.com/2011/07/26/interactions-corporations-raises-12m-more-to-ease-the-pains-of-automated-customer-service/.
2. ↑ Gutierrez, Daniel (2023-01-26). "AI Under the Hood: Interactions" (in en-US). https://insideainews.com/2023/01/26/ai-under-the-hood-interactions/.
3. ↑ "Franklin firm works to improve business interactions". http://www.metrowestdailynews.com/business/x987652631/Franklin-firm-works-to-improve-business-interactions.
4. ↑ "Franklin firm works to improve business interactions". http://www.metrowestdailynews.com/business/x987652631/Franklin-firm-works-to-improve-business-interactions.
5. ↑ "The 10 Top Funded Artificial Intelligence Startups in Boston". https://www.americaninno.com/boston/the-10-top-funded-artificial-intelligence-startups-in-boston/.
6. ↑ "Interactions corp validated as PCI DSS compliant". TMC Net. 2010-11-24. http://call-center-software.tmcnet.com/topics/call-center-software/articles/120488-interactions-corp-validated-as-pci-dss-compliant.htm.
7. ↑ "Interactions Corporation named 'Cool Vendor' by Leading Analyst Firm". PR Newswire. 2012-04-12. http://www.prnewswire.com/news-releases/interactions-corporation-named-cool-vendor-by-leading-analyst-firm-148662895.html.
8. ↑ "AT&T sells its Watson speech recognition tech to Interactions Corporation in equity deal". Venture Beat. 2014-11-05. https://venturebeat.com/2014/11/05/att-sells-its-watson-speech-recognition-tech-to-interactions-corporation-in-equity-deal/.
9. ↑ "Interactions Launches Curo Speech, Revolutionizing Customer Care". 2016-07-22. http://www.interactions.com/press-releases/interactions-extends-intelligent-virtual-assistant-flexible-scalable-voice-biometrics/.
10. ↑ Top, Derek (2016-11-23). "Interactions Adds Voice Biometrics to Curo Platform". Opus Research. http://opusresearch.net/wordpress/2016/11/23/interactions-adds-voice-biometrics-to-curo-platform/.
11. ↑ "Interactions Acquires Pioneer Digital Roots". https://www.interactions.com/press-releases/interactions-acquires-digital-roots/.
12. ↑ "The Next Billion-Dollar Startups 2017". https://www.forbes.com/sites/susanadams/2017/09/26/the-next-billion-dollar-startups-2017/#2177de2a4447.
13. ↑ "DEI Initiatives - Massachusetts Technology Community" (in en-US). https://www.mtlc.co/mtlc-programs/mtlc-dei-initiatives/.
14. ↑ "Interactions Launches Trustera, Redaction Solution for Contact Center Compliance" (in en). 2022-11-14. https://www.contactcenterworld.com/view/contact-center-news/interactions-launches-trustera-first-of-its-kind-redaction-solution-transforming.aspx.
15. ↑ "Kyndryl announces Kyndryl Interactive AI for Service Desk" (in en-US). https://www.kyndryl.com/us/en/about-us/news/2024/05/interactive-ai-for-service-desk.
16. ↑ Miller, Dan (2024-08-09). "Interactions Takes "Task Orchestration" to Task" (in en-US). https://opusresearch.net/2024/08/09/interactions-takes-task-orchestration-to-task-at-godaddy/.
17. ↑ "SoundHound AI Completes Acquisition of Interactions Corp" (in en). The Globe and Mail. https://www.theglobeandmail.com/investing/markets/stocks/SOUN/pressreleases/34733488/soundhound-ai-completes-acquisition-of-interactions-corp/.
18. ↑ "Interactions LLC Saves $300 Million Annually for Top Clients" (in en-US). 2024-04-30. https://finance.yahoo.com/news/interactions-llc-saves-300-million-130000462.html?guccounter=1&guce_referrer=aHR0cHM6Ly93d3cuZ29vZ2xlLmNvbS8&guce_referrer_sig=AQAAAKu3HUu7H2Bn6VB_mG3-ByHePadHRfLSGpbGMXWX5vRoBwO_KIyjSuGo6mjwoaYfXedZBCIwES2LNB7ICoY4_vV-8lJ2fQPNWFOzYIjFfdMxkvDVzaeX58VG5P8mdbhC67w5GAKU1fFByogoRJ_PBWVJf2Sqs1ccKnZcQoyny6A_.
19. ↑ "Interactions Launches Task Orchestration, an AI-Powered Agent Assist Solution that Transforms Customer Experience and Operational Efficiency in Contact Centers" (in en-US). 2024-08-06. https://finance.yahoo.com/news/interactions-launches-task-orchestration-ai-130200876.html.
20. ↑ "Interactions Launches Trustera, Redaction Solution for Contact Center Compliance" (in en). 2022-11-14. https://www.contactcenterworld.com/view/contact-center-news/interactions-launches-trustera-first-of-its-kind-redaction-solution-transforming.aspx.
21. ↑ "Humana expands deployment of voice portal technology". 3 November 2011. http://www.healthcareitnews.com/news/humana-expands-deployment-voice-portal-technology-0.
22. ↑ Top, Derek (2024-05-10). "United Airlines, TXU Energy, and Memorial Hermann Among Opus Research's 2024 Conversational AI Award Winners" (in en-US). https://opusresearch.net/2024/05/10/united-airlines-txu-energy-and-memorial-hermann-among-opus-researchs-2024-conversational-ai-award-winners/.

## External links

* Official website

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