Quiq

MARCH 6, 2023

Does your chatbot sound like a robot? Okay, chatbots are robots (hence the name), but they don’t have to sound like something out of a 70s sci-fi flick. Chatbots have come a long way and are getting better at understanding and mimicking human interactions. Here are some ways to make your chatbot sound more human.

Chatbots 52

Chatbots Scripts Virtual Agent Personalization 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

NOVEMBER 22, 2023

We’re not talking about the time-consuming interactive voice response (IVR) of the past that provided a less-than-optimal customer experience. The AI-powered voice assistants of today offer a seamless experience, reaching a virtual assistant, in seconds, that can answer customer intentions with just a few words.

Contact Center 90

Contact Center Interactive Voice Response Virtual Agent Management 90

3CLogic

MAY 26, 2022

If you are seeing a significant drop in customers or stagnated growth in net new customers, the best way to center the new expectations for customer experience is an informed customer experience strategy that can even help you achieve — and exceed — your revenue goals. Customers Demand A Seamless Experience.

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

Creative Virtual

MARCH 25, 2019

According to Frost & Sullivan , customer experience will overtake product and price as the number one means of differentiation for organisations by 2020. Companies that get their customer experience (CX) right are rewarded, with 74% of consumers spending more with a business due to a history of good service.

Customer Experience 40

Customer Experience Virtual Agent Chatbots Interactive Voice Response 40

CSM Magazine

OCTOBER 24, 2022

There has been an increase in several ways that businesses should enhance their user and customer experience. Whether you are creating an app or are trying to handle customers better on your website, there are a lot of options for changing your approach. If you aren’t using chatbots, now might be the time to give them a try.

Customer Service 40

Customer Service Virtual Agent Chatbots outsourcing 40

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.

Chatbots 56

Chatbots Contact Center Virtual Agent Coaching 56

Creative Virtual

AUGUST 5, 2020

A new survey conducted by Econsultancy and Marketing Week with marketers around the world found that, among customer-facing organisations with £50 million or more in annual revenue, 63% of respondents said they observed a “strong trend” of consumers adopting digital features more quickly as a result of COVID-19.

Virtual Agent 52

Virtual Agent Customer Experience Chatbots Self service 52

Creative Virtual

MAY 4, 2021

Forrester analyst, William McKeon-White writes about this as part of his research on help desk chatbots. He points out that prioritizing efficiency over experience leads to the critical element of user success being overlooked. If users don’t have a good experience with the chatbot, they won’t keep using it.

Virtual Agent 95

Virtual Agent Chatbots Self service Contact Center 95

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. Contact us today and let’s orchestrate an unforgettable customer experience together!

Call Center 67

Call Center Virtual Agent Morale Chatbots 67

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

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

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

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

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.

Customer Experience 40

Customer Experience Virtual Agent Chatbots Best practices 40

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

Creative Virtual

OCTOBER 3, 2022

It’s always a challenge to decide which posts to include, but my goal is to select ones on a variety of customer service topics that deliver expert insights, actionable tips, and/or thought-provoking questions. The Generic ‘Chat Now’: Virtual Agent or Live Chat?

Customer Service 52

Customer Service Virtual Agent Self service Chatbots 52

Creative Virtual

JUNE 30, 2022

Their three top drivers for digital transformation are promoting agility and innovation, improving operational efficiency, and improving the customer experience. They can reduce efficiency and worsen the customer experience, the opposite of what they should be delivering.

Virtual Agent 52

Virtual Agent Chatbots Technology Surveys 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

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

OCTOBER 9, 2018

Co-located with AI & Robotics: The Main Event, CXtech will explore what’s new, what’s working and what’s coming next in customer experience (CX) technologies as companies are connecting with customers like never before. CXtech, a new technology conference and showcase, is coming to London on 12 October.

Technology 40

Technology Customer Experience Chatbots Virtual Agent 40

JustCall

MARCH 7, 2023

The primary goal of contact center businesses revolves around improving customer experience. Empowering your contact center business with automated solutions can take your customer interactions to new heights of success. Many use the technology to personalize the customer experience and reduce agents’ workload.

Contact Center 52

Contact Center Interactive Voice Response Virtual Agent Automatic Callback 52

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

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 Inner Circle Guide to AI-Enabled Self-Service.

Self service 52

Self service Virtual Agent Chatbots Best practices 52

Creative Virtual

NOVEMBER 20, 2018

So how can organisations bring this all together to create a consistent, convenient and efficient customer experience? Chris Ezekiel, Founder & CEO of Creative Virtual, will join Engage Customer on Tuesday, 27 November for a webinar to address this question, Orchestrating a Seamless and Efficient Customer Experience.

Customer Experience 40

Customer Experience Virtual Agent Chatbots Best practices 40

Creative Virtual

JANUARY 9, 2020

They say hindsight is 20/20, but companies can’t afford to rely solely on hindsight when it comes to their customer experience (CX). They should, of course, learn from past successes and failures and pay attention to the feedback from both customers and employees. By Mandy Reed, Global Head of Marketing.

Virtual Agent 40

Virtual Agent Chatbots Self service Feedback 40

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.

Customer Service 40

Customer Service Virtual Agent Chatbots Self service 40

Creative Virtual

NOVEMBER 6, 2019

Liam was due to present at 10 am on the “Evolution of Customer Experience”. I was manning the Creative Virtual stand for most of the time so didn’t get to see many of the presentations, but I did join the audience for Liam’s presentation. I could tell how much he was looking forward to it!

Technology 40

Technology Virtual Agent Chatbots Employee engagement 40

Creative Virtual

OCTOBER 4, 2021

To help with that selection process, analyst group ISG evaluated 19 conversational AI vendors based on the depth of their service offerings and market presence. – Trial-and-error is important in life but taking that approach to customer support can have a devastating effect on your business.

Customer Service 52

Customer Service Virtual Agent Chatbots Self service 52

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.

Self service 52

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.

Virtual Agent 52

Virtual Agent Self service Chatbots Accountability 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

Fonolo

APRIL 4, 2023

Source: Bain&Co Across the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand. Source: Microsoft As little as a 5% lift in customer retention can produce 25% more profits. businesses each year following bad customer experiences.

Contact Center 81

Contact Center Customer Service Call Center Chatbots 81

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.

Chatbots 59

Chatbots Virtual Agent Self service Technology 59

Fonolo

JANUARY 4, 2022

Customer service expectations continue to increase, and only the best businesses keep up. The statistics show that superior customer experiences generate more return customers, increased loyalty, and higher profits. As little as a 5% lift in customer retention can produce 25% more profits. Source: Microsoft.

Customer Service 142

Customer Service Contact Center Call Center Chatbots 142

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.

Self service 40

Self service Virtual Agent Chatbots Best practices 40