Creative Virtual

JANUARY 17, 2023

Chatbots and conversational AI have been gaining acceptance as essential pieces of successful customer service and employee support strategies. Unfortunately, as adoption of this technology is increasing so is the oversaturation of the market with poor performing chatbot products. By Chris Ezekiel, Founder & CEO.

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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. In this article, we’ll explore why you should implement voice-driven AI in your call center, and provide tips for contact center managers when implementing this technology. What is Conversational AI?

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Contact Center Interactive Voice Response Virtual Agent Management 90

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. Improving Agent Efficiency AI supports agents by providing them with real-time information and actionable insights during their interactions.

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Call Center Chatbots Virtual Agent Contact Center 105

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. Improving Agent Efficiency AI supports agents by providing them with real-time information and actionable insights during their interactions.

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Call Center Chatbots Virtual Agent Contact Center 104

Creative Virtual

OCTOBER 4, 2018

They are missing a chatbot. Chatbots and virtual agents have become essential tools for providing 24/7 self-service to digital customers. Contact centers require a great deal of investment – from recruiting and training staff to putting the necessary tools in place for agents.

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Creative Virtual

OCTOBER 3, 2022

It’s become tradition at Creative Virtual to start Customer Service Week with our annual blog post roundup. This will be the seventh year I’ve combed through the previous 12 months of posts on our blog to put this together. The Generic ‘Chat Now’: Virtual Agent or Live Chat?

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Creative Virtual

MAY 4, 2021

Forrester analyst, William McKeon-White writes about this as part of his research on help desk chatbots. If users don’t have a good experience with the chatbot, they won’t keep using it. Your chatbot or virtual agent should be designed to create a better experience by providing quick, easy support.

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Virtual Agent Chatbots Self service Contact Center 95

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.

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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

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.

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Virtual Agent Chatbots Technology Personalization 52

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. This three-part blog series explores the business value of using a chatbot or virtual agent to provide easy-to-use self-service, starting with supporting customers.

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Virtual Agent Customer Service Chatbots Self service 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.

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Virtual Agent Customer Experience Chatbots Self service 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.

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Customer Service Virtual Agent Chatbots Self service 52

Lumoa

NOVEMBER 30, 2022

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? ”. Another great idea to explore is offering a digital sales agent that is voice-enabled. Lack of human empathy.

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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.

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Self service Virtual Agent Chatbots outsourcing 59

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’. The post C+UX: Innovations and Tips for Your Customer Experience Strategy appeared first on Creative Virtual.

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Customer Experience Virtual Agent Chatbots Interactive Voice Response 40

JustCall

MARCH 7, 2023

To that end, this blog will explore contact center automation and discuss its pros, tools, use cases, and challenges. Conversational AI or Chatbots Most of us are familiar with chatbots and conversational AIs such as Alexa, Siri, Google Assistant, etc. Put them together, and you get a match made in heaven. per contained call.

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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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Creative Virtual

JUNE 30, 2022

This enables organisations to connect conversational AI solutions – chatbots and virtual agents – to other digital tools such as CRMs, ticketing systems, forums, voice technologies, payment systems, and live chat to create easy, seamless digital experiences.

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Creative Virtual

OCTOBER 7, 2019

Here’s our annual blog post roundup of trends, tips and stats to help you consistently deliver a five-star customer service experience: Top Tips for Implementing a Chatbot or Virtual Agent in 2019 – These eight tips address the most important items organisations should consider when evaluating and deploying chatbot or virtual agent technology.

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Customer Service Virtual Agent Chatbots Self service 40

Creative Virtual

MARCH 27, 2020

With physical offices and locations closed, many are struggling with the influx of customer questions to their contact centres – an issue that may be compounded by the sudden need to support agents working from home. The post A Successful Self-Service Strategy Requires Looking at the Bigger Picture appeared first on Creative Virtual.

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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. The guide includes: Three steps for creating a successful chatbot, virtual agent and live chat strategy.

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Creative Virtual

APRIL 2, 2020

Advancements over the past several years in conversational AI technologies, including chatbots and virtual agents, have made them a go-to solution for providing cost-effective and easy-to-use support on digital channels. There are lots of published statistics and success stories that prove the business value of this technology.

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Creative Virtual

NOVEMBER 6, 2019

He outlined Creative Virtual’s top tips for implementing chatbot, virtual agent and live chat technology. Did you know that Creative Virtual is offering a free workshop to help companies who find themselves in this position?).

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Technology Virtual Agent Chatbots Employee engagement 40

Creative Virtual

MAY 27, 2021

Recently I’ve come across some articles claiming customers, who are increasingly turning to digital channels, hate using chatbots and just want to talk to a human. This highlights a failure in both the development of these chatbot solutions and their implementation as part of a synchronised support strategy.

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Chatbots Virtual Agent Self service Technology 59

Creative Virtual

APRIL 7, 2020

We took a look at some of the benefits of using AI-enhanced chatbots and virtual agents to offer customer self-service. In Part 2, let’s explore how this technology can be deployed as an Agent Assist tool to support your contact centre agents. Reducing AHT but not solving those customers’ issues benefits no one.

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Self service Virtual Agent Chatbots Government 52

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

SEPTEMBER 24, 2019

For as long as virtual agents and chatbots have been used by companies to provide customer self-service, they have been criticised for removing the human touch from interactions and taking away the opportunity to build an emotional connection with customers. By Mandy Reed, Global Head of Marketing.

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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.

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Virtual Agent Customer Experience Chatbots Best practices 40

Creative Virtual

JULY 27, 2022

Chatbots and virtual agents can answer your most common questions that don’t require engagement with a human, so your agents no longer have to answer the same basic queries over and over. Agents can find the information they need by typing in questions using natural language or internal abbreviations.

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Creative Virtual

JUNE 17, 2021

As virtual agent and chatbot expert, Peter Studd explains in a conversational AI guide : “It’s very important to be aware of your users’ technology when you’re implementing a virtual agent to ensure it will be compatible.

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Creative Virtual

OCTOBER 24, 2019

I’ll also share my top tips for incorporating these technologies into CX strategies for long-term success. I also encourage anyone struggling with a failing or poor performing chatbot project to stop by the stand and ask about our free consultation workshop.

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Virtual Agent Chatbots Self service Consulting 40

Creative Virtual

OCTOBER 22, 2019

His session, From FAQ Systems to Conversational Chatbots: The Evolution of Customer Experience , will delve into the ways in which changing technologies have created a shift in customer expectations and how companies approach customer engagement. For more information and to register, visit the CXtech Conference website.

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Creative Virtual

JANUARY 24, 2019

The one-day conference will feature case studies, innovative digital workplace solutions and tips for improving employee communication. Creative Virtual Founder & CEO, Chris Ezekiel, will draw on his experience in the industry to present on Conversational AI for Employee Engagement.

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Employee engagement Virtual Agent Chatbots Best practices 40

Creative Virtual

DECEMBER 6, 2018

There’s such a buzz around artificial intelligence (AI) and chatbots today, and it’s certainly a space that has changed a lot since I founded Creative Virtual 15 years ago. The two need to come together hand-in-hand for a successful project, and that’s something we are very proud to offer at Creative Virtual.

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Customer Experience Virtual Agent Chatbots Best practices 40

Creative Virtual

OCTOBER 1, 2018

Let’s take a look back at some of the customer service tips, trends and statistics we’ve shared over the past year in our annual blog post roundup: It’s Time to be Realistic about AI, Chatbots and Live Chat – Right now we’re in a digital and artificial intelligence revolution, and it’s directly affecting organisations’ customer service strategies.

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Creative Virtual

DECEMBER 13, 2018

It’s been another exciting year not only for Creative Virtual as a company, but also for the virtual agent, chatbot and live chat industry, with lots of new developments and innovation. This was the fourth time a group of runners from Creative Virtual did a 10k in support of the RSPCA.

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