Creative Virtual
FEBRUARY 7, 2023
Back in 2013, V-Person technology became the first virtual agent offering to implement personalization – a recognition acknowledged both by the Patricia Seybold Group in their 2014 technology review and by the analysts at Gartner when they named Creative Virtual a 2015 Cool Vendor in Smart Machines.
Creative Virtual
JANUARY 13, 2022
For years automated self-service tools like chatbots and virtual agents have been criticised as being a cold and impersonal way of supporting customers. Many companies have found their virtual agent solutions to be a lifesaver for both their customers and their business over that time.
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Creative Virtual
JUNE 2, 2020
Newer channels, such as messaging apps, have entered the mix and preferences are shifting more and more towards digital self-service as a first choice. Yet even with these changes, customers still sometimes want or need to reach out to a human agent in the contact centre.
ShepHyken
DECEMBER 8, 2017
Use Technology for Self Service. For instance, IVRs and artificial intelligence enabled Chatbots can make the customer service easier and efficient. Chatbots which work like virtual agents can solve basic query and transfer a call to ‘live agents’ in case of escalation.
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Win the Customer
DECEMBER 15, 2015
At the end of 2014, Forrester reflected on current and rising trends in customer service including omni-channel support. The ability for customers to file a help desk ticket, call in or go to customer chat and still have a seamless experience became paramount during 2015.
Creative Virtual
OCTOBER 8, 2019
I started building virtual agents and chatbots for customer service more than 12 years ago. In my experience, there has been a major shift in customer expectations since 2015/2016 in the customer service chatbot industry. A lot has certainly changed in that time.
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