SmartAction

MARCH 18, 2019

These omnichannel solutions are known as AI-powered virtual agents. What is an AI-powered virtual agent? At the most basic level, an AI-powered virtual agent can do many things that a live agent can do. By doing so, companies upskill their live agents to do only what a human should do.

Virtual Agent 68

Virtual Agent Interactive Voice Response APIs Contact Center 68

Creative Virtual

FEBRUARY 24, 2022

When customers use your chatbot to self-serve, what kind of experience do you deliver? Does your chatbot need questions asked a particular way to return the correct response? Are users repeatedly told by your chatbot to try rephrasing an input that doesn’t have a direct match in the system?

Chatbots 59

Chatbots Self service Virtual Agent Accountability 59

Creative Virtual

JULY 8, 2021

This is most certainly true when it comes to creating chatbots for customer self-service, and too often organisations fall into the DIY trap. Some companies delegate their project solely to an inexperienced internal team because they underestimate the amount of expertise needed to build and deploy a working chatbot. Probably not.

Chatbots 59

Chatbots Virtual Agent Self service Marketing 59

SmartAction

FEBRUARY 13, 2024

Here you’ll learn best practices in building order management automation, while drawing insights from industry leaders like TechStyle and DSW. Personalization and Relevance Creating a personal touch in your order management virtual agent can significantly enhance customer experience and engagement.

Best practices 64

Best practices Virtual Agent Management Chatbots 64

NobelBiz

APRIL 30, 2024

It enhances the efficiency and effectiveness of the services provided and improves the working conditions for agents and satisfaction for customers. For every second that chatbots can shave off average call center handling times, call centers can save as much as $1 million in annual customer service costs.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

Outsource Consultants

JULY 10, 2018

An article by Dan Miller raises an interesting point: Implementing virtual agents into your contact center isn’t staying ahead of the curve, it’s common. Don’t Be Afraid of Using Virtual Agents in Your Contact Center. If you’re not using AI in the form of bots, virtual agents, or other methods, you’re behind the curve.

Virtual Agent 52

Virtual Agent Contact Center outsourcing Call Center 52

NobelBiz

APRIL 30, 2024

It enhances the efficiency and effectiveness of the services provided and improves the working conditions for agents and satisfaction for customers. For every second that chatbots can shave off average call center handling times, call centers can save as much as $1 million in annual customer service costs.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

Creative Virtual

DECEMBER 21, 2020

As we approach the end of 2020, the whole Creative Virtual team around the world want to say thank you to all our blog readers, customers and partners for joining us on this roller coaster of a year! Then check out our 2020 in Review blog post for more highlights and educational resources.

Virtual Agent 98

Virtual Agent Chatbots Education Technology 98

SmartAction

NOVEMBER 1, 2023

Conversational AI can be used in any industry for various use cases, including billing and payments, collection, authentication, claims, order management, scheduling, and reservations. Our virtual agents can solve 80% to 90% of customer problems. Our virtual agents can solve 80% to 90% of customer problems.

Contact Center 65

Contact Center Virtual Agent Interactive Voice Response Chatbots 65

Creative Virtual

FEBRUARY 2, 2022

From selecting coverage and understanding benefits to confirming payments and filing claims, both policyholders and agents need information that is customized to them. According to industry experts at Insurance Thought Leadership (ITL), “The sky is the limit for conversational AI.”.

Virtual Agent 98

Virtual Agent Chatbots Self service Contact Center 98

Creative Virtual

JULY 30, 2019

In my role leading a global company, I have the opportunity to travel all over the world speaking at conferences, meeting with enterprise executives and collaborating with other industry experts. Everywhere I go, I hear stories from organisations that have started on chatbot projects which is exciting for the industry.

Chatbots 40

Chatbots Virtual Agent Telecommunications Enterprise 40

Creative Virtual

DECEMBER 8, 2022

As the end of 2022 draws near, it is time once again for Creative Virtual’s annual year in review blog post. Every year we take this opportunity to reflect on the hard work of our team, our contributions to the conversational AI industry, and a few of our company’s biggest highlights from the past 12 months.

Virtual Agent 52

Virtual Agent Chatbots Government Banking 52

Creative Virtual

OCTOBER 3, 2022

This week we are showing love for the efforts of everyone involved with delivering customer service – employees helping customers face-to-face in brick-and-mortar locations; contact centre agents delivering support over the phone, live chat, and social media; team members working behind the scenes to build and maintain customer service tools.

Customer Service 52

Customer Service Virtual Agent Self service Chatbots 52

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. Described as a ‘machine learning project designed for human engagement,’ Tay ended up becoming an often-cited example of an AI chatbot gone wrong.

Chatbots 40

Chatbots Virtual Agent Enterprise Self service 40

AWS Machine Learning

FEBRUARY 6, 2023

This blog post is co-written with Bruno Mateus, Jonathan Diedrich and Crispim Tribuna at Talkdesk. In the second part of this series, we describe how to use the Amazon Lex chatbot UI with Talkdesk CX Cloud to allow customers to transition from a chatbot conversation to a live agent within the same chat window.

Cloud contact 67

Cloud contact Self service Contact Center Virtual Agent 67

Creative Virtual

JUNE 13, 2019

Not only are they still a customer today, but they also became the first on a long list of brands our team would work with in the financial services industry. Over the years, we’ve developed an expertise in creating, implementing and maintaining chatbot, virtual agent and live chat solutions for major financial organisations.

Virtual Agent 40

Virtual Agent Customer Experience Chatbots Best practices 40

Creative Virtual

APRIL 21, 2022

Self-service options like chatbots and virtual agents are increasingly preferred by customers, but they can’t – and shouldn’t! completely replace human contact center agents. When escalating customers from self-service to a live agent , the experience should be as seamless as possible.

Customer Support 105

Customer Support Interactive Voice Response Virtual Agent Contact Center 105

Creative Virtual

OCTOBER 5, 2020

This is the fifth year I’ve put together a blog post roundup to start off Customer Service Week, and it might just be the most important one yet. Having expert insights, resources and industry stats is important for getting those strategies right.

Virtual Agent 52

Virtual Agent Customer Service Chatbots Self service 52

Creative Virtual

MAY 4, 2021

Think about all the inventions you studied in school, like the printing press and cotton gin, that initiated key moments of change for industry and society. Forrester analyst, William McKeon-White writes about this as part of his research on help desk chatbots.

Virtual Agent 95

Virtual Agent Chatbots Self service Contact Center 95

ShepHyken

DECEMBER 8, 2017

But, the industry landscape is changing, with CX becoming the new battlefield. 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.

Contact Center 112

Contact Center Customer Service Chatbots Virtual Agent 112

Expivia

FEBRUARY 15, 2024

Key Features: Advanced data analysis for real-time insights Predictive modeling to anticipate customer needs Customizable dashboards for a holistic view of service performance Autopilot: The Next-Gen Virtual Agent Autopilot introduces a level of automation and learning capability that redefines the role of virtual agents in customer service.

Virtual Agent 75

Virtual Agent APIs Analytics Chatbots 75

Creative Virtual

DECEMBER 10, 2020

This is the seventh time I’ve done this annual year in review blog post, but never have I had to review a year that was like 2020. I don’t need to tell you that not everything went as planned, but there were still some bright spots for us and the chatbot, virtual agent and live chat industry.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

Creative Virtual

DECEMBER 7, 2021

Welcome to Creative Virtual’s annual year in review blog post for 2021! That time when we reflect on the highlights of the year for our company and celebrate the latest developments in the conversational AI industry. They also discussed the findings of ISG’s research and current successful virtual agent implementations.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52

Creative Virtual

MARCH 14, 2022

If you give visitors to your website the option to self-serve with a chatbot or virtual agent, kudos to you for recognising the importance of easily accessible digital support! Back in the early days, all chatbots were very simple question and answer tools. By Mandy Reed, Global Head of Marketing.

Self service 59

Self service Virtual Agent Chatbots Technology 59

Creative Virtual

AUGUST 5, 2021

In the technology industry there tends to be a focus on being innovative, cutting-edge, and ground-breaking. Industry awards, conferences, and articles frequently showcase and reward vendors for technological innovations. Deploying conversational AI solutions like chatbots and virtual agents can be risky but doesn’t have to be.

Virtual Agent 52

Virtual Agent Chatbots Technology Employee engagement 52

Creative Virtual

SEPTEMBER 7, 2022

It can be hugely helpful for buyers to have knowledgeable insights from independent industry experts. Their uniquely designed evaluation process benchmarks vendors’ performance against competitors to identify industry leaders. This is why AIxOutlook, a part of Sceptertech Digital, are conducting their Best Practice Research.

Virtual Agent 52

Virtual Agent Chatbots Benchmark Best practices 52

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. I am struggling to manage multiple chatbots across different business divisions or departments.

Chatbots 52

Chatbots Virtual Agent Technology Customer Service 52

SmartAction

FEBRUARY 27, 2023

Two popular options are Interactive Voice Response (IVR) and Intelligent Virtual Agent (IVA). Each option has a role in customer service depending on what parts of the customer experience businesses want to automate and which parts they want live agents to handle. What is an Intelligent Virtual Agent (IVA)?

Interactive Voice Response 76

Interactive Voice Response Contact Center Virtual Agent Self service 76

Creative Virtual

JUNE 22, 2020

Today I’m proud to be sharing Creative Virtual’s introduction of the Neutrino release of V-Person , our innovative virtual agent and chatbot technology. It brings together humans and artificial intelligence (AI) with powerful integration options and easy-to-manage workflows for the industry’s smartest solution yet.

Personalization 52

Personalization Virtual Agent Chatbots Employee engagement 52

Creative Virtual

OCTOBER 4, 2021

This is my sixth year creating a blog post roundup to kick off Creative Virtual’s celebration of Customer Service Week. It’s a post I look forward to writing every year even though it’s always difficult to narrow down a year’s worth of informative blog posts into just a couple handfuls to include.

Customer Service 52

Customer Service Virtual Agent Chatbots Self service 52

Lumoa

NOVEMBER 30, 2022

The Ecommerce industry has seen an impressive development in recent years. To go further, modern chatbots are now pre-empting the moments when customers require their assistance. A simple message will do the trick, such as “ Hey, I’m [chatbot name], may I help you with your shopping today? ”.

Customer Experience 83

Customer Experience Chatbots Virtual Agent Sales 83

Creative Virtual

MARCH 25, 2021

Usage of virtual agents and chatbots exploded with record-breaking levels of traffic. As Claudio Chico, Development & Support Technician at Creative Virtual, explained in a recent conversational AI guide : “A proper business virtual agent has many parts and building one involves knowledge in many areas.

Self service 59

Self service Virtual Agent Chatbots outsourcing 59

Creative Virtual

DECEMBER 11, 2019

2019 was another busy and exciting year for Creative Virtual and the chatbot, virtual agent and live chat industry. It’s always difficult to condense a whole year into one blog post, so here are just a few of the highlights. The Ever-Changing World of Customer Service Chatbot Creation – By Jeff Clifford.

Virtual Agent 40

Virtual Agent Chatbots Best practices Benchmark 40

Creative Virtual

OCTOBER 26, 2021

We’re coming up on eighteen years since I founded Creative Virtual, and so much has changed in the chatbot and virtual agent space since those early days. Being a leader in a quickly evolving technology space, like the conversational AI industry, also requires a continuous emphasis on innovation.

Virtual Agent 52

Virtual Agent Chatbots Engineering Consulting 52

Creative Virtual

OCTOBER 6, 2020

Today much of the customer experience is automated, and when I consider what makes our chatbot/ virtual agent and live chat technology successful, it’s taking that long-term view. Taking a long-term perspective is just as important for chabots/ virtual agents as it is for human relations!

Customer Experience 59

Customer Experience Virtual Agent Chatbots Banking 59

Creative Virtual

APRIL 13, 2021

Conversational AI is growing in popularity among businesses and their customers because of the positive self-service experience high-quality virtual agents and chatbots are delivering. This report provides an independent, market-driven evaluation of the industry and comparison of 19 conversational AI providers.

Virtual Agent 52

Virtual Agent Chatbots Customer centricity Self service 52

Creative Virtual

JULY 1, 2021

Whilst chatbots and virtual agents have been around for a long time, it’s relatively recently that they’ve become ubiquitous within the enterprise. I’m very pleased to report that Creative Virtual is stepping forward to lead the way in removing this shroud of mystery around conversational AI pricing.

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Enterprise Virtual Agent Chatbots Consulting 52