SmartAction

JANUARY 16, 2020

According to Gartner’s 2019 Hype Cycle for Customer Service & Support Technologies, Virtual Customer Assistants have just eked out beyond the “Peak of Inflated Expectations” and into the “Trough of Disillusionment.” For example, scheduling appointments used to be a huge hang-up for Virtual Agents. Conversational UX.

Virtual Agent 54

Virtual Agent Self service Government Healthcare 54

Creative Virtual

MARCH 2, 2022

By Chris Ezekiel, Founder & CEO, Creative Virtual. Back in 2019, I wrote an article on reasons why chatbot projects were failing or being abandoned before they even reached the testing stage. This post was originally published on AI Time Journal. Fast forward to 2022, and much has changed in the world of conversational AI.

Chatbots 52

Chatbots Virtual Agent Technology Customer Service 52

Avaya

JUNE 24, 2019

Most recently, we announced the general availability of Avaya integration with Google Cloud to provide organizations with the level of flexibility, efficiency and scalability they need to deploy powerful, simplified, AI-enhanced communication and collaboration solutions that transform the customer and agent experience.

Contact Center 104

Contact Center contact center solutions Virtual Agent Contact center software 104

Creative Virtual

JANUARY 9, 2020

Just as each company is unique, so should be their chatbot, virtual agent and live chat strategy – there’s no one-size-fits-all approach that guarantees success. To help get you started, the expert team at Creative Virtual has put together a new guide: Creating a 20/20 Vision for Your Chatbot, Virtual Agent & Live Chat Strategy.

Virtual Agent 40

Virtual Agent Chatbots Self service Feedback 40

NICE inContact

MARCH 28, 2019

And if your bot is built correctly, you create a seamless transition to an agent with full visibility into information collected, at which time the bot itself converts from virtual agent to agent assistant. appeared first on NICE inContact Blog. The post Most AI Chatbots will Fail, and That’s Okay!

Chatbots 59

Chatbots Virtual Agent Self service Benchmark 59

Stafford Communications

SEPTEMBER 10, 2019

It’s likely that within a few years we will see AI enhance many of the current tasks being performed by live agents, helping to streamline processes and reduce costs. Here are some examples of how AI is helping in call centers: Virtual Agents.

Call Center 61

Call Center Interactive Voice Response outsourcing Virtual Agent 61

Creative Virtual

JUNE 13, 2019

Over the years, we’ve developed an expertise in creating, implementing and maintaining chatbot, virtual agent and live chat solutions for major financial organisations. Through a series of live demonstrations, I’ll show best practices for implementing chatbots, virtual agents and live chat.

Virtual Agent 40

Virtual Agent Customer Experience Chatbots Best practices 40

Creative Virtual

NOVEMBER 6, 2019

On 31 October I joined my colleague Liam Ryan at the 2019 CXtech Conference & Technology Showcase, which was co-located with the AI & Robotics Conference, in London. Even though it was the fourth year Creative Virtual sponsored the joint events, it was my first opportunity to represent the company, so I wasn’t sure what to expect.

Technology 40

Technology Virtual Agent Chatbots Employee engagement 40

Creative Virtual

OCTOBER 24, 2019

Creative Virtual will be joining our partner Continuous Technologies at the symposium, which will be held at the Hong Kong Disneyland Resort on 31 October 2019. The post Delivering the Right Information on the Right Channel at the Right Time for APAC Customers appeared first on Creative Virtual.

Virtual Agent 40

Virtual Agent Chatbots Self service Consulting 40

Creative Virtual

SEPTEMBER 17, 2019

It’s hard to find anyone involved with the chatbot and virtual agent industry who hasn’t heard the cautionary tale of Microsoft’s AI chatbot Tay. Fast forward a few years, and the chatbot and virtual agent landscape is now littered with poor-performing implementations and failed projects.

Chatbots 40

Chatbots Virtual Agent Enterprise Self service 40

Creative Virtual

DECEMBER 13, 2018

As 2018 is quickly coming to an end and planning for 2019 continues to move full steam ahead, it’s time once again to take a moment to slow down and look back over the past year. This was the fourth time a group of runners from Creative Virtual did a 10k in support of the RSPCA. By Mandy Reed, Marketing Manager (Global).

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

Creative Virtual

JULY 10, 2019

Our Founder & CEO, Chris Ezekiel’s opening keynote – Taking Your CX into the Future with Conversational AI – got the day started with a look at AI-enhanced chatbots, virtual agents and live chat. We had a number of attendees stop by the Creative Virtual table to see more live examples of chatbots and virtual agents.

Virtual Agent 40

Virtual Agent Banking Chatbots Self service 40

Creative Virtual

MARCH 25, 2019

Creative Virtual Founder & CEO, Chris Ezekiel will be presenting a seminar on Thursday at 14:00 in Theatre 16 , ‘Top Tips for Implementing Chatbots and Virtual Agents in 2019’.

Customer Experience 40

Customer Experience Virtual Agent Chatbots Interactive Voice Response 40

Creative Virtual

JANUARY 7, 2020

I’ve built Creative Virtual based on long term relationships, and we see all of our customers and resellers as partners in our journey to deliver the best possible customer experience tools. During 2019, a number of our customers have published verified reviews of our company and technology on the Gartner Peer Insights* website.

Virtual Agent 40

Virtual Agent Chatbots Enterprise Banking 40

Creative Virtual

APRIL 4, 2019

According to the Global Digital 2019 reports from We Are Social and Hootsuite, the digital world shows no signs of slowing down. Some organisations like Rest, one of Australia’s largest superannuation funds , are using a virtual agent across multiple channels – including Google Home – to successfully engage a customer base of digital natives.

Virtual Agent 40

Virtual Agent Marketing Customer Experience Management 40

Creative Virtual

OCTOBER 9, 2019

It’s 2019 and time again to celebrate Customer Service Week. The virtual agent passes the user over to the live chat advisor along with the transcript of the conversation so the agent can respond to the latest query and not start over at the beginning. By Rachel Freeman, Operations Director.

Customer Service 40

Customer Service Banking Virtual Agent Employee engagement 40

Creative Virtual

JUNE 11, 2019

The Customer Experience Management (CXM) 2019 event that took place in Mumbai on 25th April at the Hilton Hotel turned out to be a wonderful experience for Creative Virtual. The Founder & CEO of Creative Virtual, Chris Ezekiel , and Executive Director India, Shantanu Purandare , participated as representatives of the company.

Chatbots 40

Chatbots Virtual Agent Self service Best practices 40

ProProfs Blog

JUNE 14, 2019

With this blog, we aim to help you do just that. 37% of customers report using an online virtual agent or chatbot from a website, and nearly that many have used a virtual agent or chatbot on a smartphone. The post 100+ Customer Service Statistics & Facts of 2019 appeared first on ProProfs Learning.

Customer Service 135

Customer Service Self service Chatbots Virtual Agent 135

Uniphore

JULY 21, 2021

Search Engine Optimization While improving the agent experience is paramount to customer service success, it’s not the only area to focus on. Gartner estimates that 85% of interaction will start with self service solutions , more than 30% higher than in 2019. Ensuring customers can find your online self service tools is essential.

Best practices 52

Best practices Customer Service Management Contact Center 52

Interactions

DECEMBER 18, 2019

Which takes us to 2019, which was a big step forward from what we saw in 2010. To reflect on this past year and change our focus to the next 10, we gathered Interactions experts to give their take on what the biggest trends of 2019 were: Voice is Back Baby . AI and Agents: Better Together. Lisa Michaud, Senior Product Manager.

Customer Experience 62

Customer Experience Chatbots Contact Center Virtual Agent 62

Creative Virtual

DECEMBER 19, 2018

Welcoming a new year often goes along with an ‘out with the old, in with the new’ mindset, but two things that are staying hot on companies’ 2019 agendas are customer engagement and employee engagement. Our thanks to the AI & Robotics Directors’ Forum organisers for inviting Creative Virtual to take part in your last event of the year!

Employee engagement 40

Employee engagement Virtual Agent Chatbots Best practices 40

Creative Virtual

OCTOBER 8, 2019

I started building virtual agents and chatbots for customer service more than 12 years ago. Now, as we approach the end of 2019, chatbots and virtual agents are increasingly becoming the face of company help centres. By Jeff Clifford, Project/Account Manager. A lot has certainly changed in that time.

Chatbots 40

Chatbots Virtual Agent Customer Service Self service 40

NICE inContact

MAY 21, 2019

Self-service can be anything from a virtual agent that is capable of responding to a specific question to fully AI-enabled smart chatbots that can anticipate and automate work for the advisor. The post Self-Service Strategies for Elevating CX at Your Contact Centre appeared first on NICE inContact Blog.

Self service 54

Self service Interactive Voice Response Virtual Agent Benchmark 54

Liveops

DECEMBER 27, 2018

12 customer service resources that CX leaders need to review before 2019. When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Click here to go to CCW’s Remote Agent Report. Blog Article] Are you protected?

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

Liveops

DECEMBER 27, 2018

12 customer service resources that CX leaders need to review before 2019. When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Click here to go to CCW’s Remote Agent Report. Blog Article] Are you protected?

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

Netomi

SEPTEMBER 20, 2021

Integrates within Zendesk agent desk platform for seamless human hand-off. Check out any of these helpful blog posts from our team: Getting Started with Netomi on Zendesk. Zendesk customers now have access to the Netomi Virtual Agent. Deep learning. Interested in learning more about Zendesk for customer service?

Chatbots 126

Chatbots APIs Surveys Analytics 126