Interactions
Interactions (acquired by SoundHound AI in September 2025) provides an enterprise conversational AI platform combining Predictive AI, Generative AI, and Human-in-the-Loop technology to automate customer service for Fortune 500 companies across six verticals including financial services, healthcare, and telecommunications.
- Company typePrivate
- Founded2004
- HeadquartersFranklin, United States
- Headcount501–1,000
- GTM typeB2B
- OfferingSoftware
What Interactions does
Interactions, founded in 2004 and headquartered in Franklin, Massachusetts, develops conversational AI software used by Fortune 500 enterprises to automate customer service interactions across voice and digital channels. The company's Intelligent Virtual Assistant (IVA) platform is built on a proprietary Adaptive Understanding architecture that combines Predictive AI, Generative AI, and a Human-in-the-Loop layer (Human Assisted Understanding, or HAU), in which human agents briefly intervene when AI confidence drops and the system learns from each such exchange. The platform supports 12 languages across 30 countries, claims 97% utterance accuracy across billions of transactions, and handles use cases spanning authentication, billing, payments, scheduling, claims, and agent-assist workflows. Key products include the core IVA, the AI-Powered Customer Effort Score (CES) module, and Task Orchestration for live agent workflows.
Interactions generates revenue primarily through multi-year enterprise subscriptions and licensing of its IVA platform under a success-based pricing model, supplemented by professional services delivered by a dedicated Lifecycle Services team that handles implementation, customization, and continuous optimization. Go-to-market is led by a direct enterprise field sales motion targeting Fortune 500 buyers through consultative demos, complemented by a partner channel spanning system integrators (Kyndryl), BPOs (Continuum Global Solutions), federal contractors (MAXIMUS Federal), and technology integration partners (Genesys, NICE, Salesforce, ServiceNow, among others). In September 2025, Interactions was acquired by SoundHound AI for $60 million upfront plus up to $25 million in earnouts tied to revenue targets, becoming a wholly-owned subsidiary combining its Human-in-the-Loop customer service capabilities with SoundHound's voice and agentic AI infrastructure.
Interactions firmographics
Firmographics- Name
- Interactions
- Legal name
- Interactions LLC
- Website
- https://interactions.com
- Company type
- Private
- Founded year
- 2004
- Operating status
- Acquired
- Headcount range
- 501–1,000 employees
- Short description
- Interactions (acquired by SoundHound AI in September 2025) provides an enterprise conversational AI platform combining Predictive AI, Generative AI, and Human-in-the-Loop technology to automate customer service for Fortune 500 companies across six verticals including financial services, healthcare, and telecommunications.
- Ownership category
- akta.pro rank
Interactions industry classification
Industry- Product category
- Conversational AI Platform for Customer Service
- NAICS
- Computer Systems Design and Related Services (54151), Computer Systems Design Services (541512), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (5182), Custom Computer Programming Services (541511)
- SIC
- Services-Prepackaged Software (7372), Services-Computer Integrated Systems Design (7373), Services-Computer Programming Services (7371)
- akta.pro primary industry
- Conversational AI Platforms (chat/voice bots, orchestration) (HDAAAFAC)
- akta.pro secondary industries
- Contact Center Speech AI (agent assist, IVR automation) (HDAAAFAL), AI Integration & Orchestration Platforms (Connectors, Workflow, iPaaS for AI) (HDAEANAI), Workplace Automation & Self-Service (RPA for IT, Chatbots, Virtual Agents) (BPAEAIAI), AI & Automation in Customer Service (Chatbots, Agent Assist) (EDABACAO), Enterprise Integration, iPaaS & Middleware Services (API/EDI) (BPAEAGAH)
Keywords
Where Interactions is headquartered
LocationHeadquarters
- HQ city
- Franklin
- HQ country
- United States
- HQ region
- North America
Offices4 records
Markets served
Interactions business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Personnel, Technology or R&D, Marketing or Sales, Operations, Infrastructure
Revenue model
- IVA Platform Subscription/ licensing: Enterprise licensing of Intelligent Virtual Assistant platform with success-based pricing model that guarantees customers only pay when goals are met. Annual and multi-year contracts typical for enterprise deployments.
- Professional Services: Lifecycle Services team provides implementation, customization, and ongoing optimization services. Includes onboarding, discovery, build, and continuous evolution phases with dedicated account management.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Outcome Based/ Performance | Multi-year contract | Success-based pricing guarantees payment only when customer goals are met |
Go-to-market motion2 records
Distribution channels3 records
Marketing channels4 records
Interactions product offering
Product offeringCore offering
Interactions sells an enterprise Intelligent Virtual Assistant (IVA) platform that automates customer service interactions across voice and text channels by combining Predictive AI, Generative AI, and Human-in-the-Loop (Human Assisted Understanding) technology. The platform is licensed to Fortune 500 organizations under multi-year subscriptions with success-based pricing, and is supported by a Lifecycle Services team for implementation, customization, and ongoing optimization.
Product overview
Interactions offers a unified conversational AI platform for enterprise customer service, combining an Intelligent Virtual Assistant (IVA) as the core product with add-on modules including Task Orchestration and Customer Effort Score (CES). The platform uniquely blends Predictive AI, Generative AI, and Human-in-the-Loop technology through its proprietary Adaptive Understanding capability. The IVA serves as the primary interface for customer interactions, handling 90%+ of inquiries through self-service, while Task Orchestration extends automation to agent assist workflows, and CES provides analytics for measuring and improving customer effort. The platform integrates with leading CCaaS, CRM, and enterprise systems via pre-built connectors and supports omnichannel deployment across voice, chat, and messaging channels in 12 languages across 30 countries. Following its acquisition by SoundHound AI in September 2025, the platform now combines with SoundHound AI's voice AI and agentic infrastructure for expanded enterprise capabilities.
Differentiator
Problem solved
Functional benefit
Brands
- Interactions IVA: The company's flagship Intelligent Virtual Assistant platform that combines Predictive AI, Generative AI, and human intelligence for customer service automation.
- Adaptive Understanding
- Workflow Orchestration
Products and services
- Interactions IVA (Intelligent Virtual Assistant) AI-powered conversational virtual assistant for enterprise customer service that blends Predictive AI, Generative AI, and Human-in-the-Loop technology to deliver self-service across voice and text channels for Fortune 500 enterprises. Achieves 97% utterance accuracy, has handled 3.8 billion calls, and processes 12 billion utterances across 30 countries.
- Adaptive Understanding Proprietary technology combining Human Assisted Understanding (HAU) with automated AI responses. When AI confidence is high, the IVA answers automatically; when confidence drops due to accents, noise, or complex intents, human agents provide real-time input to guide the AI, and data from interventions is fed back for continuous learning.
- AI-Powered Customer Effort Score (CES)
Quantifiable outcome
- 97% utterance accuracy across billions of transactions
- +7 more outcomes
Companies that use Interactions
Customer profileNamed customers10 records
Segments6 records
Ideal customer profiles7 records
Interactions technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Integration34 records
AI capability8 records
Feature5 records
Interactions partnerships and signals
Strategic signalPartnerships
Seven partnerships are on record, tiered flagship and core.
- SoundHound AIflagshipSoundHound AI acquired Interactions for $60 million upfront plus up to $25 million tied to revenue targets. Acquisition combines Interactions' human-in-the-loop model and customer service expertise with SoundHound AI's voice AI and agentic infrastructure. Creates unified conversational AI platform for enterprise customer service.
- Continuum Global SolutionscorePartnership to elevate seamless customer journeys. Continuum Global Solutions integrates Interactions' conversational AI into their customer service offerings.
- KyndrylcoreKyndryl announced Kyndryl Interactive AI for Service Desk, leveraging Interactions technology for enterprise service desk automation.
- MAXIMUS FederalcoreStrategic partnership to bring Intelligent Virtual Assistants to the federal market. MAXIMUS Federal leverages Interactions' technology and expertise for government customer service deployments.
- GenesyscorePre-built integration with Genesys Cloud CCaaS platform for seamless IVA deployment in enterprise contact centers.
- NICEcorePre-built integration with NICE CXone platform for contact center automation and workforce optimization.
- SalesforcecoreIntegration with Salesforce CRM for unified customer data and personalized interactions across service channels.
Scale indicators12 records
Recent moves6 records
Expansion highlights6 records
Interactions competitors and assessment
Company assessmentBroad incumbents
- SoundHound AI: Acquirer of Interactions (Sept 2025) and parent company. SoundHound AI provides voice and conversational AI for automotive, restaurant, healthcare, and now enterprise customer service — overlapping with Interactions' customer service IVA stack but with a much broader voice-AI portfolio.
- Google Cloud (Contact Center AI / Dialogflow): Hyperscaler providing conversational AI (Dialogflow, CCAI, Gemini) bundled with Google Cloud and Contact Center AI. A broad incumbent alternative that pressures pricing and deal economics across the enterprise conversational AI market.
Direct peers
- Five9: Cloud contact center (CCaaS) vendor with native AI virtual agent and agent-assist capabilities. Directly competes with Interactions in enterprise contact center automation and is one of Interactions' pre-built integration partners.
- Cognigy: Conversational AI automation platform for enterprise customer service, with agent-assist and voice bots. Comparable to Interactions on enterprise IVR replacement and multilingual customer service automation.
- Genesys: Major CCaaS platform with its own AI/virtual agent offerings. Competes with Interactions on enterprise IVA deployments and is one of Interactions' pre-built integration partners.
- Kore.ai: Enterprise conversational AI platform offering virtual assistants, agent assist, and contact center automation. Closely comparable to Interactions' IVA stack in target customer and use cases.
- Amelia (by SoundHound AI / IPsoft): Enterprise virtual agent platform originally from IPsoft, now part of SoundHound AI's agentic-AI strategy post-Interactions acquisition. Direct overlap with Interactions' enterprise IVA offerings, now under the same corporate umbrella.
- LivePerson: Conversational AI platform focused on messaging and customer service for enterprise brands. Direct competitor in conversational customer experience with similar Fortune 500 enterprise go-to-market.
- NICE: Enterprise CCaaS and CX AI leader (NICE CXone, Enlighten) competing head-to-head with Interactions on conversational AI for customer service. Pre-built integration partner but also a competitor in agent-assist and self-service automation.
- Cresta: Real-time agent-assist and conversational AI platform for contact centers. Overlaps with Interactions' Task Orchestration / Workflow Orchestration module and competes for the same enterprise agent-assist budget.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat5 records
Key risks6 records
Key highlights7 records
Customer concentration
Interactions social profiles
Digital presenceInteractions compliance and trust
Trust signalCompliance7 records
Interactions financial estimates
Financial estimateRevenue estimate
Valuation estimate
Interactions leadership team
Management profileNumber of profiles
Profiles15 records
Interactions funding detail
Funding detailFunding overview
Funding rounds11 records
Investors10 records
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Interactions M&A and investment
M&A and investmentM&A1 record
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Interactions
What does Interactions do?
Interactions sells an enterprise Intelligent Virtual Assistant (IVA) platform that automates customer service interactions across voice and text channels by combining Predictive AI, Generative AI, and Human-in-the-Loop (Human Assisted Understanding) technology. The platform is licensed to Fortune 500 organizations under multi-year subscriptions with success-based pricing, and is supported by a Lifecycle Services team for implementation, customization, and ongoing optimization.
Is Interactions a public or private company?
Interactions is a private company. It is classified as corporate owned and is currently acquired.
When was Interactions founded?
Interactions was founded in 2004. It employs 501 to 1,000 people.
Where is Interactions based?
Interactions is headquartered in Franklin, United States, in the North America region.
How does Interactions make money?
Two revenue lines are on record. IVA Platform Subscription/ licensing is the primary driver. The others are professional Services.
Who are Interactions's main competitors?
Broad incumbents on record are SoundHound AI and Google Cloud (Contact Center AI / Dialogflow). Direct peers are Five9, Cognigy, Genesys, Kore.ai, Amelia (by SoundHound AI / IPsoft), LivePerson, NICE and Cresta.
Does Interactions have an API?
No public API is recorded for Interactions.
What industry is Interactions in?
Interactions's product category is Conversational AI Platform for Customer Service. Its primary akta.pro industry code is HDAAAFAC, Conversational AI Platforms (chat/voice bots, orchestration), with a secondary code of HDAAAFAL, Contact Center Speech AI (agent assist, IVR automation). Its NAICS code is 54151 and its SIC code is 7372.