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

SmartAction

DECEMBER 8, 2023

The Beginning of a Transformation Alex’s journey began with a simple yet powerful idea: automating routine tasks with conversational AI virtual agents. The once overburdened agents found themselves focusing on more complex, engaging tasks. It was a game-changer.

Virtual Agent 79

Virtual Agent Contact Center Upselling Interactive Voice Response 79

NICE inContact

DECEMBER 10, 2018

The biggest challenge facing every contact center is agent churn. Many agents are bored, unengaged, and generally unhappy, and they churn at a rate of 33% across all industries. Not to mention, technology constraints can sometimes make it difficult to improve the agent experience.

Virtual Agent 48

Virtual Agent Contact Center Accountability Technology 48

Lumoa

NOVEMBER 30, 2022

The Ecommerce industry has seen an impressive development in recent years. Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. Incorporate a digital sales agent.

Customer Experience 83

Customer Experience Chatbots Virtual Agent Sales 83

SmartAction

JANUARY 11, 2019

AI-powered virtual agents present significant potential to improve the customer experience (CX) via call center automation. These solutions can replace menu-based routing that leads to long hold time and frustrates customers. Cloud-based AI automation can also gather data upfront and pass it to live agents (i.e.

Virtual Agent 45

Virtual Agent Contact Center Interactive Voice Response Call Center 45

SmartAction

FEBRUARY 13, 2024

Businesses who thrive at building robust, complete customer journeys harness the power of automation to build self-service solutions in their order management strategy. Here you’ll learn best practices in building order management automation, while drawing insights from industry leaders like TechStyle and DSW.

Best practices 64

Best practices Virtual Agent Management Chatbots 64

Creative Virtual

FEBRUARY 13, 2019

Chatbots and virtual agents have proven themselves to be quality self-service solutions, being increasingly implemented by smart organisations to provide support and being increasingly preferred by customers and employees for quick, easy access to information. By Mandy Reed, Marketing Manager (Global).

Virtual Agent 40

Virtual Agent Chatbots Self service Education 40

SmartAction

FEBRUARY 27, 2023

When it comes to customer service, businesses have a variety of tools at their disposal to make the process as smooth and efficient as possible. Two popular options are Interactive Voice Response (IVR) and Intelligent Virtual Agent (IVA). Can be a frustrating customer experience. Limited capabilities.

Interactive Voice Response 76

Interactive Voice Response Contact Center Virtual Agent Self service 76

Creative Virtual

OCTOBER 6, 2020

CX Day and Customer Service Week this year, like everything else, is held with the dark cloud of the pandemic hanging over us. Customer experience has always been a key competitive differentiator, and this has never been more apparent than this year. By Chris Ezekiel, Founder & CEO.

Customer Experience 59

Customer Experience Virtual Agent Chatbots Banking 59

NICE inContact

SEPTEMBER 17, 2019

Today, DSW leads the industry it has so effectively disrupted. By never taking their eye off the ever-important customer experience (CX) and continually incorporating new ways to expand and enhance the experience that it provides to their customers.

Customer Experience 55

Customer Experience Virtual Agent Average Handle Time Self service 55

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

SmartAction

SEPTEMBER 16, 2022

Conversational AI is making the contact center and customer service industries better than ever. Having a good understanding of how this happens will help those in the industry to best leverage that technology for their companies. How Virtual Agents Help the Live Agent Workforce. GET IN TOUCH. Get a Demo.

Interactive Voice Response 92

Interactive Voice Response Virtual Agent Contact Center Engineering 92

NobelBiz

APRIL 30, 2024

In this day and age, the role of AI in enhancing customer service is crucial. AI technologies not only streamline operations but also elevate the customer experience by offering quicker, more accurate responses and personalized service, setting new standards in customer satisfaction.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

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. It linked via API to internal data sources and current customer input to find a successful solution. So it’s wise to consider those in advance.

Contact Center 65

Contact Center Virtual Agent Interactive Voice Response Chatbots 65

NobelBiz

APRIL 30, 2024

In this day and age, the role of AI in enhancing customer service is crucial. AI technologies not only streamline operations but also elevate the customer experience by offering quicker, more accurate responses and personalized service, setting new standards in customer satisfaction.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

ShepHyken

DECEMBER 8, 2017

Until recently, contact centers were playing a passive role in customer service by responding to basic queries, but not necessarily playing any major role in the strategy for customer experience (CX). But, the industry landscape is changing, with CX becoming the new battlefield. A good CRM tool can also be put in place.

Contact Center 112

Contact Center Customer Service Chatbots Virtual Agent 112

SmartAction

APRIL 4, 2023

It’s the next level of conversation – what AI industry leaders are calling “Complex Voice” interactions – that they aren’t able to engage. Nowhere is this new AI-fueled reality more evident than in the customer service experience. Virtual agents have now achieved Complex Voice capabilities. Is it going to rain?”

Virtual Agent 87

Virtual Agent Chatbots Self service Banking 87

Stafford Communications

SEPTEMBER 10, 2019

How Call Center Artificial Intelligence is Transforming the Industry. Artificial intelligence (AI) is having a major impact in many industries, including call centers. While many fear that AI will soon replace live agents on the other end of the phone, nothing can substitute the human touch a live agent can provide.

Call Center 61

Call Center Interactive Voice Response outsourcing Virtual Agent 61

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

SmartAction

NOVEMBER 30, 2021

Customer experience has been on a path of transformation since the days of "Press 1 for." pay my loan, check my balance, or transfer funds," which became the new way to start a customer service conversation through traditional speech IVRs around 2016. The virtual agent can then assist the customer with the utmost accuracy.

Virtual Agent 83

Virtual Agent Interactive Voice Response Contact Center Customer Experience 83

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.

Cloud contact 71

Cloud contact Self service Contact Center Virtual Agent 71

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

Interactions

DECEMBER 18, 2019

It’s not often that rapidly forward-moving industries like customer experience and Conversational AI look back on the past (to be honest, there’s really just no time), but If you did, you would find that customer experience was way different 10 years ago. . AI and Agents: Better Together.

Customer Experience 62

Customer Experience Chatbots Contact Center Virtual Agent 62

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

3CLogic

JANUARY 24, 2024

It can further assist supervisors with AI Coaching and sentiment analysis to generate intelligent insights and reporting at scale, ultimately creating high-performing agents and improving the customer experience (CX). Privacy Concerns Enhancing your customer experience with AI requires access to your system of record.

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

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

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. Innovation drives progress, but that progress doesn’t innately mean a better experience or quality of life for everyone.

Virtual Agent 95

Virtual Agent Chatbots Self service Contact Center 95

Stafford Communications

SEPTEMBER 10, 2019

How Call Center Artificial Intelligence is Transforming the Industry Artificial intelligence (AI) is having a major impact in many industries, including call centers. While many fear that AI will soon replace live agents on the other end of the phone, nothing can substitute the human touch a live agent can provide.

Call Center 52

Call Center Interactive Voice Response outsourcing Virtual Agent 52

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

APRIL 21, 2022

Here are a few questions to ask about your customer service to help make it more pleasant than cleaning a toilet: Do you make it easy for customers to reach your contact center? Self-service options like chatbots and virtual agents are increasingly preferred by customers, but they can’t – and shouldn’t!

Customer Support 105

Customer Support Interactive Voice Response Virtual Agent Contact Center 105

Creative Virtual

OCTOBER 25, 2018

It’s impossible to talk about customer experience without also talking about technology. All of those goals involve not only implementing, but also integrating the right customer experience (CX) technologies. The post Integrating the Right Customer Experience Technologies appeared first on Creative Virtual.

Technology 40

Technology Customer Experience Chatbots Virtual Agent 40

SmartAction

MARCH 7, 2023

Since 2002, SmartAction has helped 100+ industry-leading brands streamline their contact centers and take their customer experience to the next level through AI voice, text, and chat.

Multichannel 85

Multichannel Virtual Agent Self service Accountability 85

Creative Virtual

DECEMBER 6, 2018

During a recent webinar with Engage Customer, I shared some of those learnings and took attendees through current industry trends and best practices as well as sharing some new innovations. My thanks to Steve Hurst and Engage Customer for hosting this webinar and to all the attendees for their great questions and feedback.

Customer Experience 40

Customer Experience Virtual Agent Chatbots Best practices 40

BlueOcean

OCTOBER 4, 2023

We would wager, that even with the evolution of AI, brands serving consumers in the Americas will continue to benefit from providing support in French, Spanish, and, for some organizations, Portuguese through a live agent model. The impact of bilingual support on the customer experience cannot be understated.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

SmartAction

DECEMBER 15, 2021

With easily scalable virtual agents, hold times are eliminated. Customers are greeted with “How can I help you today?” A live agent deals with anything handled outside of self-service. Those customer service reps have an assistant within the virtual agent. It’s a solved problem.

Contact Center 78

Contact Center Virtual Agent Agent burnout Self service 78

Creative Virtual

OCTOBER 4, 2021

Getting that coveted stamp of approval from customers and employees that comes from a successful customer service strategy has been harder than ever. This is my sixth year creating a blog post roundup to kick off Creative Virtual’s celebration of Customer Service Week.

Customer Service 52

Customer Service Virtual Agent Chatbots Self service 52