AWS Machine Learning

FEBRUARY 6, 2023

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. is a global cloud contact center leader for customer-obsessed companies.

Cloud contact 69

Cloud contact Self service Contact Center Virtual Agent 69

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

OCTOBER 22, 2019

Technology is changing many aspects of our lives, and customer experience is no exception. The CXtech Conference and Showcase , returning to London for a second year, will explore the technologies changing today’s customer experience (CX) landscape, from design to delivery to analysis.

Technology 40

Technology Customer Experience Virtual Agent Chatbots 40

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

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. It’s just as much about working with a vendor that can provide consulting expertise as the actual technology. By Chris Ezekiel, Founder & CEO.

Customer Experience 40

Customer Experience Virtual Agent Chatbots Best practices 40

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Creative Virtual

JULY 1, 2021

Enterprise software pricing is often shrouded in mystery and the subject of intense negotiations between the supplier and customer. Whilst chatbots and virtual agents have been around for a long time, it’s relatively recently that they’ve become ubiquitous within the enterprise.

Enterprise 52

Enterprise Virtual Agent Chatbots Consulting 52

Creative Virtual

FEBRUARY 15, 2023

It’s important that you consider these differences when making customer experience (CX) decisions. 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

DECEMBER 8, 2022

“Creative Virtual is the clear Innovation Excellence Leader in a crowded and competitive conversational AI industry. Businesses collaborating with them benefit from their expert consultation, resulting in customised, integrated, and personalised solutions that deliver real business value.”. in the CX Technology category.

Virtual Agent 52

Virtual Agent Chatbots Government Banking 52

Creative Virtual

DECEMBER 7, 2021

They also discussed the findings of ISG’s research and current successful virtual agent implementations. Here’s a recording of their full discussion: When ISG held their awards ceremony in October, Chris and Liam Ryan, Sales Director, were able to accept Creative Virtual’s trophy in person from Jan Erik.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52

Creative Virtual

DECEMBER 10, 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. Creative Virtual started 2020 celebrating the company’s Sweet Sixteen. 2020 was a record-breaking year for use of our virtual agent and chatbot implementations.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

Call Design

AUGUST 9, 2021

The advent of web interfaces, such as queries through chatbots or social media, means the focus is now on the entire business’ omnichannel experience. This has shown that humans and virtual agents can operate as co-workers helping to make the agents’ job more interesting.

Interactive Voice Response 78

Interactive Voice Response Chatbots Coaching Virtual Agent 78

Call Experts

MAY 8, 2019

Customer success analytics tools are essential for growing businesses. As technology advances and improves, experienced business experts are discovering that AI is the best tool for transforming the Digital Customer Experience. 45% enhancements in customer ratings. 95% growth in the numbers of new customers.

Customer Experience 65

Customer Experience outsourcing Call Center Virtual Agent 65

Creative Virtual

JANUARY 12, 2021

We are even prouder to know that our dedication to innovation is enabling us to provide both the conversational AI technologies and the expert consultation and managed services needed to create quality self-service experiences. Most companies use chatbots as a way to manage customer support.

Self service 52

Self service Virtual Agent Chatbots Consulting 52

Creative Virtual

OCTOBER 24, 2019

Artificial intelligence (AI) and data analytics are two components of customer experience (CX) plans that have the potential to either create noteworthy improvements to customer engagement or undermine efforts to increase customer satisfaction and loyalty. By Chris Ezekiel, Founder & CEO.

Virtual Agent 40

Virtual Agent Chatbots Self service Consulting 40

DMG Consulting

OCTOBER 4, 2017

Thank you for your interest in DMG Consulting’s publications. Almost every year, contact center leaders are asked to reduce operating costs and improve productivity while enhancing the customer experience. Executives care about the customer journey, but they are incented and compensated to keep costs down and profits high.

Contact Center 48

Contact Center Virtual Agent Self service Chatbots 48

DMG Consulting

AUGUST 10, 2018

Recent advancements in artificial intelligence (AI) technology coupled with consumer preference for digital channels, is driving interest in and adoption of intelligent virtual agents (IVAs) and a related technology, robotic process automation (RPA). Customer Benefit. Intelligent virtual agents (IVAs). Technology.

Interactive Voice Response 78

Interactive Voice Response Virtual Agent Self service Contact Center 78

Creative Virtual

JULY 10, 2019

At the AI & CX Transforming Financial Services Directors’ Forum at the end of June, the expert speakers and panellists addressed some of the customer experience (CX) challenges the industry is facing. We had a number of attendees stop by the Creative Virtual table to see more live examples of chatbots and virtual agents.

Virtual Agent 40

Virtual Agent Banking Chatbots Self service 40

Creative Virtual

OCTOBER 30, 2018

The explosion of media hype around artificial intelligence (AI) and chatbots over the past few years – and the subsequent confusion in the customer experience (CX) space – is one of topics Creative Virtual discusses in our article for The Parliamentary Review.

Best practices 40

Best practices Chatbots Virtual Agent Self service 40

Creative Virtual

AUGUST 22, 2019

I first started working in the world of virtual agents in 2000 and, even though the technology was very much in its infancy at the time, saw huge potential for innovation and growth in the industry. This is why the Creative Virtual team is the company’s biggest asset. By Chris Ezekiel, Founder & CEO.

Virtual Agent 40

Virtual Agent Chatbots Self service Enterprise 40

Creative Virtual

JANUARY 7, 2020

I’ve built Creative Virtual based on long term relationships, and we see all of our customers and resellers as partners in our journey to deliver the best possible customer experience tools. There are new competitors – both large and small – springing up almost daily in our space.

Virtual Agent 40

Virtual Agent Chatbots Enterprise Banking 40

Creative Virtual

NOVEMBER 10, 2020

While this may offer a rather gloomy view of the state of CX in the APAC region, I think it also provides an exciting opportunity for organisations to jump ahead of the customer experience curve and really stand out from competitors.

Virtual Agent 52

Virtual Agent Chatbots Best practices Technology 52

NICE inContact

SEPTEMBER 11, 2018

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. Unify to Deliver Immersive Customer Experiences. Some have turned to AI to power virtual agents, chatbots and other self-service channels.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

Creative Virtual

OCTOBER 1, 2019

Today is the annual global celebration of the professionals and companies that make great customer experiences happen. In a world of growing expectations for on-demand service and highly connected, always-on customers, creating and delivering a great customer experience (CX) is no easy task.

Customer Support 40

Customer Support Virtual Agent Self service Transportation 40

DMG Consulting

FEBRUARY 25, 2019

Enterprise executives who are not thinking more broadly about the uses of solutions like speech analytics for capturing and understanding the voice of the customer are leaving big cost savings and benefits on the table. Customer Journey Analytics: Speech Is Along for the Ride.

Analytics 48

Analytics Quality management Enterprise Virtual Agent 48

Taylor Reach Group

JUNE 13, 2017

Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. Live Chat and the Customer Experience (CX). JD: If a potential customer comes onto the site, you may use a pop-up window for sales – perhaps offering more product information. Cost of Live Chat as a Channel.

Contact Center 58

Contact Center Consulting Consulting Chatbots 58

Outsource Consultants

FEBRUARY 21, 2024

Nowhere is this more clear than in the retail industry, where customer preferences vary widely. Some shoppers seek efficiency and self-service through chatbots, while others crave the understanding and empathy only humans can offer. Outsource Consultants can help you compare top AI providers and tailor them to your specific needs.

Call Center 67

Call Center Virtual Agent Morale Chatbots 67

CSM Magazine

DECEMBER 17, 2019

To help boost their NPS and differentiate their services, banks will turbocharge contact centres with smart voice channels that offer a frictionless customer experience. In fact, the opposite is happening, driven by customer behaviour. The trick will be to ensure these are frictionless, with no virtual traffic jams.

Banking 85

Banking Customer Experience Abandon Call Virtual Agent 85

Netomi

OCTOBER 25, 2021

Service desk platforms – also called agent desks – help companies enhance the customer experience, scale conversations across multiple channels and reduce customer service costs. The platform is used by over 50,000 brands, including Bridgestone, HP, Harvard University and DHL to improve customer service.

Chatbots 85

Chatbots Enterprise Virtual Agent Self service 85

NICE inContact

MARCH 28, 2018

In part one of the blog series, we looked at a framework for building a strong business case to invest in customer experience technologies. In this blog, we will take a deeper look at some of the Key Performance Indicators (KPIs) that drive enhanced customer experience and true financial benefits.

Metrics 48

Metrics Customer Experience Average Handle Time Self service 48

CSM Magazine

JUNE 12, 2020

According to customer service expert Shep Hyken, a majority of businesses believe that improving the total customer experience is a top priority and will overtake price and product quality as a key differentiator by 2020. Omni-channels. Impact of Globalization.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52

RichCall

SEPTEMBER 13, 2017

Blake Morgan , Customer Experience Futurist and the host of the Modern Customer Podcast. Blair Pleasant , analyst and consultant about Unified Communications. Donna Peeples , Customer Experience Strategist. Bruce Temkin , a customer experience transformist. Lutz Remmers. ” Jon Arnold.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Netomi

APRIL 7, 2022

To provide customers with a seamless, personalized, and connected experience, across all channels. When it comes to service desk platforms (aka agent desks) that help accomplish this feat of providing a best-in-class customer experience, there are no shortage options available. What is Zendesk?

CRM 52

CRM Analytics Brand ambassadors Chatbots 52

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. Use this list of 2018 customer service and business trends to plan your customer experience strategy for the new year, and to stay one step ahead of the competition.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40