Creative Virtual

NOVEMBER 28, 2019

We had more enquiries this year than ever before about using virtual agent and chatbot technology internally to support contact centre agents, relationship managers and other employees. It shortens the time they need to search for information so they can provide a better in-person service experience for customers.

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Virtual Agent Technology Average Handle Time Chatbots 52

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?

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Chatbots Self service Virtual Agent Accountability 59

SmartAction

NOVEMBER 15, 2023

Underpinned by state-of-the-art technology, you can now have a conversation with virtual agents who will understand customer needs and address them quickly. AI-Powered Chatbots AI-driven chatbots have evolved into sophisticated virtual assistants.

Self service 97

Self service Virtual Agent Chatbots Analytics 97

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. When I first founded Creative Virtual in late 2003, chatbot and virtual agent technology was still very new in the customer service space.

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Personalization Virtual Agent Chatbots Employee engagement 52

SmartAction

NOVEMBER 1, 2023

We’re talking elite customer service solutions here: Omnichannel self-service via voice , chat , and SMS Integration not only with your contact center but also with your business apps Deliver 24/7 personalized customer support An average of 66% operational savings How It Works Conversational AI works with voice, SMS, and chat.

Contact Center 63

Contact Center Virtual Agent Interactive Voice Response Chatbots 63

SmartAction

JUNE 9, 2023

Some notable examples include: Chatbots : Chatbots are AI-powered virtual agents, built in-house or by third-party vendors , that engage in text-based conversations with users. Chatbots often answer FAQs, and guide users through various processes. They are widely used in customer support, providing 24/7 assistance.

Virtual Agent 72

Virtual Agent Chatbots Self service Feedback 72

SmartAction

NOVEMBER 22, 2023

Conversational AI technology over the phone goes beyond chatbots to leverage the power of voice and offer a more personal experience. Conversational AI helps them out of what seems to be an endless cycle of button pressing and voice prompts to connect them immediately with a virtual agent.

Contact Center 88

Contact Center Interactive Voice Response Virtual Agent Management 88

Creative Virtual

FEBRUARY 2, 2022

Insurance companies have always had the challenge of delivering personalized support for their customers. From selecting coverage and understanding benefits to confirming payments and filing claims, both policyholders and agents need information that is customized to them. By Mandy Reed, Global Head of Marketing.

Virtual Agent 98

Virtual Agent Chatbots Self service Contact Center 98

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

JULY 30, 2019

Everywhere I go, I hear stories from organisations that have started on chatbot projects which is exciting for the industry. Failing chatbot projects have also garnered negative press coverage for companies. million AUD on an IBM Watson chatbot project that never even reached the testing stage. we want to help.

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. Two of the things we are proudest of at Creative Virtual are our experienced, dedicated team and the unique expertise we provide to our customers and partners. By Mandy Reed, Global Head of Marketing.

Virtual Agent 52

Virtual Agent Chatbots Government Banking 52

AWS Machine Learning

FEBRUARY 6, 2023

This blog post is co-written with Bruno Mateus, Jonathan Diedrich and Crispim Tribuna at Talkdesk. Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots.

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Cloud contact Self service Contact Center Virtual Agent 73

SmartAction

JUNE 27, 2023

Let’s address the common objections and show you how to overcome them with conversational AI and virtual agents. By deploying virtual agents, you can reduce the need for a large workforce to handle routine inquiries. Today’s virtual agents are far from the robotic voices of the past. No worries!

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Contact Center Virtual Agent Agent burnout Self service 80

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

DECEMBER 10, 2020

Around this time every December, I put cursor to page and fingers to keyboard to take a look back over the last 12 months and reflect on some of the highlights of the year for Creative Virtual. 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.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

Creative Virtual

OCTOBER 8, 2021

He will also be delving into ways you can use back-end integrations to take your digital self-service from basic FAQ tool to a personalized, conversational interaction. Conversational AI solutions, like chatbots and virtual agents, can have a powerful impact on customer loyalty and retention.

Customer Service 105

Customer Service Virtual Agent Chatbots Self service 105

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. Pro Con • Typically faster and more efficient than human agents.

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Interactive Voice Response Contact Center Virtual Agent Self service 74

Creative Virtual

DECEMBER 7, 2021

Welcome to Creative Virtual’s annual year in review blog post for 2021! They also discussed the findings of ISG’s research and current successful virtual agent implementations. By Mandy Reed, Global Head of Marketing.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52

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.

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Customer Support Interactive Voice Response Virtual Agent Contact Center 105

Lumoa

NOVEMBER 30, 2022

Now, technologies such as AI and machine learning are driving highly personalized customer experiences. 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? ”.

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Customer Experience Chatbots Virtual Agent Sales 83

Creative Virtual

JANUARY 4, 2022

The most common personal resolutions are focused on being healthier – exercising more, eating better, improving fitness, losing weight, stopping smoking. I am struggling to manage multiple chatbots across different business divisions or departments. I don’t own the user interface or training data with my current chatbot provider.

Virtual Agent 52

Virtual Agent Chatbots Coaching Consulting 52

Upstream Works

DECEMBER 20, 2022

AI applications will access the relevant pieces from a customer’s history – chat threads, previous orders, unresolved issues – and pull them up on the virtual agent desktop so everything is in one place. Virtual Agent. This is another form of automation.

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Customer Experience Virtual Agent Contact Center Scripts 78

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

JustCall

MARCH 7, 2023

To that end, this blog will explore contact center automation and discuss its pros, tools, use cases, and challenges. Many use the technology to personalize the customer experience and reduce agents’ workload. Reduced Cost AI-powered virtual agents can contain up to 70% of calls and save an estimated USD 5.50

Contact Center 52

Contact Center Interactive Voice Response Virtual Agent Automatic Callback 52

Creative Virtual

MARCH 25, 2021

This has involved a lot of trial-and-error as we learned new skills and created new routines in both our personal and professional lives. Perhaps in the early days of limited in-person interactions and surges in calls to contact centres, customers were more understanding about long wait times or out-of-date self-help content.

Self service 59

Self service Virtual Agent Chatbots outsourcing 59

Creative Virtual

SEPTEMBER 7, 2022

AIxOutlook’s evaluation focuses on both innovation and customer impact and finds Creative Virtual to be the leading conversational AI innovator driving the industry forward with our V-Person technology. Another vital differentiator identified in the report is our approach to AI and the training of our chatbots and virtual agents.

Virtual Agent 52

Virtual Agent Chatbots Benchmark Best practices 52

Creative Virtual

AUGUST 5, 2021

Deploying conversational AI solutions like chatbots and virtual agents can be risky but doesn’t have to be. Over the course of this three-part blog series, I’ll outline three steps for minimizing risk and maximizing benefits of conversational AI projects.

Virtual Agent 52

Virtual Agent Chatbots Technology Employee engagement 52

Creative Virtual

AUGUST 5, 2020

Creative Virtual’s V-Person virtual agents and chatbots certainly experienced this trend, setting a record-breaking spike in usage during the first half of 2020. Forrester analyst Judy Weader talks about CX prioritisation in a recent blog post as an important way for companies to make sound decisions.

Virtual Agent 52

Virtual Agent Customer Experience Chatbots Self service 52

SmartAction

OCTOBER 25, 2023

The Power of Voice Communication Customers seek a personal touch when engaging with businesses. Voice communication offers a unique level of personal connection, allowing personalization, nuances, and emotional cues to be conveyed effectively – even through AI. It fosters empathy, rapport, and clarity in customer interactions.

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Interactive Voice Response Customer Service Virtual Agent Self service 88

Creative Virtual

JANUARY 26, 2023

As a specialist within the conversational AI space, Creative Virtual is excited about what ChatGPT and the technology behind it bring to our industry. We’ve been having lots of discussions with our customers and partners, as well as internally, about how this can deliver value to businesses using our V-Person solutions.

Virtual Agent 52

Virtual Agent Chatbots APIs Engineering 52

Creative Virtual

FEBRUARY 15, 2023

I was in my personal spa, and the idea of a glass of champagne amid the shoppers made perfect sense. While Creative Virtual’s V-Person solutions successfully automate digital customer service, forcing all customers to only self-serve with a virtual agent is never a good CX decision.

Virtual Agent 59

Virtual Agent Chatbots Consulting Consulting 59

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. Our upcoming Gluon release of V-Person is the next generation of our award-winning conversational AI.

Virtual Agent 52

Virtual Agent Chatbots Engineering Consulting 52

Creative Virtual

OCTOBER 13, 2020

At Creative Virtual, we recognised these global celebrations with a special series of blog posts written by members of our expert team and published throughout the week. Long wait times have been fuelled by a sharp rise in calls combined with the unpredictability of available agents due to office closures and quarantines.

Customer Service 59

Customer Service Virtual Agent Self service Chatbots 59

Creative Virtual

OCTOBER 8, 2020

It was about putting your customer in the center of the project, keeping the human expert involved because they know most, AND – not accidentally last in this list – give the responses a personal touch, allow small talk, feedback, etc. To our customers: I miss you and I look forward to seeing you in person again!

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Customer Service Virtual Agent Chatbots Technology 52

Creative Virtual

OCTOBER 8, 2021

They interact with virtual agents and chatbots in a technical sense, but they certainly do not converse with them. The replies they get are perceived as coming from a person or a group of people (usually called a company ). Having this in mind makes an important shift of focus in the virtual agent design.

Virtual Agent 52

Virtual Agent Chatbots Personalization Customer Service 52

Creative Virtual

JANUARY 12, 2021

Organisations already using V-Person solutions from Creative Virtual had a distinct advantage in meeting the challenges of customer support during the pandemic. Most companies use chatbots as a way to manage customer support. Being innovative in this area requires more than just having cool technology, though.

Self service 52

Self service Virtual Agent Chatbots Consulting 52

Nicereply

JANUARY 4, 2023

Gartner predicts that by 2030, a billion service tickets will be raised automatically by customer-owned bots , while the trend of customers relying on virtual personal assistants, chatbots, and other self-service tools will grow over the next 10 years. 5 Ways to maintain great customer service at lower costs at 2023.

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Customer Service Chatbots Self service Surveys 59