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

AWS Machine Learning

MARCH 29, 2024

The integration of Amazon Lex with Talkdesk cloud contact center is inspired by WaFd Bank (WaFd)’s digital innovation journey to enhance customer experience. In this post, we are focusing on the chat channel to show how to use Amazon Lex and the Amazon Lex Web UI to enable live agents to interact with your customers in real time.

Cloud contact 93

Cloud contact Chatbots Contact Center APIs 93

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

Creative Virtual

JULY 10, 2020

Back in April I took a look at the impressive spike in virtual agent traffic starting in late February and early March that surpassed anything Creative Virtual had seen in over 16 years of being in the industry. Plus, there was the added support needed for various government schemes and programmes.

Virtual Agent 52

Virtual Agent Banking Self service Government 52

Creative Virtual

NOVEMBER 28, 2019

Every year this not-for-profit organisation holds the HKCCA Symposium and the HKCCA Award Presentation and Gala Ceremony as part of their mission of advancing the contact centre industry. This hit right at the heart of the challenges faced by customer experience (CX) practitioners across the APAC region.

Virtual Agent 52

Virtual Agent Technology Average Handle Time Chatbots 52

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

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 104

Call Center Chatbots Virtual Agent Contact Center 104

SmartAction

MARCH 18, 2019

But with the evolution of conversational AI and delivery over the cloud, organizations are getting past the limitations of their IVR and automating more conversations than ever before without compromising the Customer Experience (CX). These omnichannel solutions are known as AI-powered virtual agents. Claim Management.

Virtual Agent 68

Virtual Agent Interactive Voice Response APIs Contact Center 68

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

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

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? Do your customers have to guess the correct keywords to enter or know specific terminology to locate the right information?

Chatbots 59

Chatbots Self service Virtual Agent Accountability 59

SmartAction

OCTOBER 19, 2022

Conversational chatbots are one of the top market disruptors in call center automation. However, in recent years their use has declined as businesses have learned how difficult it is to properly maintain a chatbot that actually helps customers to accomplish their goals. Why is it So Hard to Implement and Maintain a Chatbot?

Chatbots 52

Chatbots Virtual Agent Interactive Voice Response Self service 52

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.

Chatbots 59

Chatbots Virtual Agent Self service Marketing 59

TechSee

MARCH 11, 2024

Industry events and news coverage are full of companies offering Generative AI , Conversational AI, chatbots, and AI Agents. Understanding Conversational AI Conversational AI refers to technologies that users interact with through a natural, conversational interface, like chatbots or virtual agents.

Chatbots 124

Chatbots Enterprise Scripts Virtual Agent 124

Netomi

MARCH 21, 2023

From product recommendations to one-on-one personal shopping and customer support to order management, the use cases for ecommerce chatbot solutions are endless. The need for eCommerce chatbots has never been higher than it is today. The need for eCommerce chatbots has never been higher than it is today.

Chatbots 52

Chatbots Entertainment Personalization Virtual Agent 52

Connect

APRIL 18, 2024

Moreover, businesses want virtual assistants and chatbots to engage with customers in a manner that reflects the business culture, which requires a human touch to design and refine. About ‘ Connect.

Virtual Agent 88

Virtual Agent Chatbots Average Handle Time Engineering 88

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

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. A long time ago, AI implementations were basically hyped-up versions of FAQ sections, but they’re now very powerful tools to improve the customer experience.

Virtual Agent 52

Virtual Agent Contact Center outsourcing Call Center 52

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

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

Netomi

APRIL 28, 2022

The Evolving SaaS Landscape and The Rising Role of Customer Experience. The scalability of cloud infrastructure has pushed the major pain points of scaling a business from technical issues to ones on the customer side, those related to customer satisfaction and engagement. So what is it limited by?

SaaS 59

SaaS Customer Experience Virtual Agent Chatbots 59

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

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

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

DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. What: Releases 2017 Intelligent Virtual Agent Product and Market Report. The 2017 Intelligent Virtual Agent Product and Market Report is the only in-depth analysis of these emerging solutions. When: Today, 19 July 2017.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

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

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 67

Cloud contact Self service Contact Center Virtual Agent 67

Inbenta

OCTOBER 23, 2017

When it comes to chatbots, businesses want to know one thing. The million dollar question for a market which will be worth billions within a few years is – can my virtual agent answer my customers’ questions? In the context of chatbots, a decision tree essentially helps them find the exact answer to your question.

Chatbots 75

Chatbots Virtual Agent Self service Accountability 75

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

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. One important change is the widespread acceptance that pure AI is not the right answer for automated customer service and employee support.

Chatbots 52

Chatbots Virtual Agent Technology Customer Service 52

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. By Liam Ryan, Sales Director. Our thanks to the CXtech organisers for putting together a successful event.

Technology 40

Technology Customer Experience Chatbots Virtual Agent 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

MARCH 25, 2021

However, when it comes to areas like customer support, using a trial-and-error approach can have a devastating effect on your customer experience. And it is no secret that poor experiences can lead directly to customer churn and lost revenue. It drives your customers away.

Self service 59

Self service Virtual Agent Chatbots outsourcing 59

JustCall

AUGUST 8, 2023

Service industries across the world are facing an AI and automation overhaul. Previously, contact center agents had to physically dial multiple numbers every day. Machine learning (ML), natural language processing (NLP), and other forms of AI are bound to make lives easier for these agents.

Contact Center 52

Contact Center Interactive Voice Response Customer Service Virtual Agent 52

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. 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

TechSee

OCTOBER 23, 2018

These strategies are increasingly being explored with Gartner stating that by 2018, over 50% of companies will have redirected investments towards customer experience innovations. Virtual Assistants. According to Chatbots Magazine , businesses can reduce customer service costs by as much as 30% with virtual agents and chatbots.

Personalization 157

Personalization Customer Service Chatbots Analytics 157

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