Tips for Deploying AI Chatbots & Virtual Agents

Creative Virtual

Chatbots, smart help, virtual assistants, virtual agents, conversational AI – there are lots of names for this automated, self-service technology being used today. Creating a positive and seamless experience? By Chris Ezekiel, Founder & CEO.

Preparing Your Contact Center for the Age of Virtual Agents

Taylor Reach Group

These past few months, we’ve watched contact centers turn to backup plans C and D as work schedules were impacted by stay-at-home orders or their agents’ refusal to go in because of the pandemic. So how can companies prepare for what might be the new normal of virtual contact support?

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Improving customer experience with a virtual agent


“81% of all customers across industries attempt to take care of matters themselves before reaching out to a live representative.” Gartner’s Four Best Practices for Implementing Extreme Customer Self-Service.

Satisfy Your Curiosity About Deploying AI Virtual Agents and Chatbots

Creative Virtual

Do you have a chatbot or virtual agent on your roadmap? Are you curious about successful use cases for AI-enhanced virtual agents? Questions to ask when selecting a chatbot or virtual agent solution. By Mandy Reed, Global Head of Marketing.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

topic in C-suites, AI for customer engagement is white hot. As a pioneer in AI for contact center customer service and customer. companies to transform—not just improve—customer service and. center customer service. Intelligence in the Customer Engagement.

Virtual Agents in 2020: Usage Spikes and the Banking Sector

Creative Virtual

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. Blog 2020 banking coronavirus covid-19 virtual agent traffic

What Is an AI-powered Virtual Agent and What Can It Do?


Everyone knows the limitations of IVR systems, and customers have a gag reflex when they hear most call automation. These omnichannel solutions are known as AI-powered virtual agents. What is an AI-powered virtual agent? Getting Started with Virtual Agents.

Step 2 of 5: AI Self-Service Without Compromise – Virtual Agents Need “Guardrails”


Read Part 1 here >> Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. Use this guide to automate your contact center and Customer Experience (CX) with AI self-service in voice, chat, and text.

Buzzwords, De-buzzed: 7 Other Ways to (Not) Say Chatbot


Chatbots have earned a number of pseudonyms over the last few years. I mean, you wouldn’t call your customer service agent by a different name other than the one they gave you, right? Brand Agent. Virtual Agent. Virtual Assistant.

Top Tips for Implementing a Chatbot or Virtual Agent in 2019

Creative Virtual

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. Many more organisations around the world either have a virtual agent on their 2019 roadmap or are considering adding one. Implementing your solution to create a seamless omnichannel experience.

The Impact of and Opportunity for Virtual Agents on Call Center Outsourcers


All the while, Virtual Agents and Robotic Process Automation (RPA) threaten to eliminate much of the human capabilities that outsources have built their business on. The answer to that question represents the threat to their core business presented by Virtual Agents and RPA.

APAC Contact Centres Embracing AI and Virtual Agent Technologies

Creative Virtual

Creative Virtual was excited to be invited back to participate again by our partner Continuous Technologies International Ltd (CTINT) in the Symposium held on 31 October and to attend the Gala the following evening. The advancements in AI and virtual agents are bring more changes.

Fifteen Years & Counting: Navigating the chatbot, virtual agent and AI revolution

Creative Virtual

As we celebrate our fifteen year anniversary , I wanted to share with you some of my thoughts on founding and running Creative Virtual. However, there becomes a core backbone of people that make up the fabric – the culture – of what Creative Virtual stands for: passion, innovation and quirkiness are at the heart of everything we do. I also love travelling around the world and spending time with our people, customers and partners. By Chris Ezekiel, Founder & CEO.

Finding a Clear Path Forward for Digital Customer Experience Priorities

Creative Virtual

A question that should be easier for companies to answer – and one that has become increasingly important this year: If your customers expect support on digital channels and you aren’t there to provide it, do you lose those customers to competitors who are?

Video (Part 2): Frost & Sullivan Discusses the Cognitive Abilities of AI-Powered Virtual Agents


AI-powered virtual agents present significant potential to improve the customer experience (CX) in the contact center. Automate More with AI-Powered Virtual Agents. This type of predictive prompting exudes customer-centricity.

Don’t Be Afraid of Using Virtual Agents in Your Contact Center

Outsource Consultants

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. Don’t Be Afraid of Using Virtual Agents in Your Contact Center.

SUPER AGENT – Helping Chatbots Work Smarter


Customer Service centers have placed high hopes on chatbots, investing large sums in the technology’s automated ability to help customers help themselves. Take a peek into the latest issue of Super-Agent: The contact center is at its wits end.

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG Consulting

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. What: Releases 2017 Intelligent Virtual Agent Product and Market Report. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2017 Intelligent Virtual Agent Product and Market Report.

Applications that Improve the Customer Journey

DMG Consulting

Applications that Improve the Customer Journey. 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). Voice biometrics is another high-tech solution that is going mainstream; a leading bank’s recent ad campaign publicizes that they know customers “by the sound of their voice.”

We’re Coming to Rescue Your Failing Chatbot Project!

Creative Virtual

Everywhere I go, I hear stories from organisations that have started on chatbot projects which is exciting for the industry. I’ve had many discussions with industry analysts this year who have echoed this same concern, and we’ve encountered this issue first-hand with some of our most recent customers who came to us for help after struggling with other chatbot products. Failing chatbot projects have also garnered negative press coverage for companies.

The Assets of a Chatbot for your Customer Journey


Why transform your customer journey? The customer journey refers to the entire path a prospect follows when interacting with you. As Internet users have ever higher demands, offering an optimal and efficient customer experience is not an easy task. A proactive chatbot.

Esurance: Digital engagement for the modern world


Customers have come to expect a next-generation engagement experience from Esurance, the recipient of multiple consumer-satisfaction awards from JD Power and others.

Integrating the Right Customer Experience Technologies

Creative Virtual

It’s impossible to talk about customer experience without also talking about technology. Companies and brands are looking to provide a complete omnichannel experience for those at a desk and on the move, deliver quality service and support to digitally-savvy customers and remain competitive as a growing number of contact channels gain popularity among consumers. The post Integrating the Right Customer Experience Technologies appeared first on Creative Virtual.

Leverage Your Chatbot to Its Full Capacity

Creative Virtual

Chatbot technologies are becoming more and more common in the business world, but I think most companies have not realized yet how interdisciplinary these artificial intelligence (AI) tools can be. When talking about the obvious benefits of implementing a virtual assistant, organisations look on the short-term and middle-term goals, but long-term objectives can often be overlooked. But what about the long-term pros of having a chatbot?

AI, Customer Experience and the Financial Services Industry

Creative Virtual

When I founded Creative Virtual over 15 years ago, our very first customer was a financial organisation. 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.

The 3 Contact Center Applications That Pay for Themselves

DMG Consulting

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. They should prioritize delivering an outstanding customer journey at least as much as they do cost reduction, but that is a topic for a different column.) Intelligent Virtual Agents (IVAs).

Step 1 of 5: AI Self-Service Without Compromise – Identifying the Perfect Fit


Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handled by live agents.

5 Banking Customer Experience Predictions for 2020

CSM Magazine

The death of voice as a contact channel for banking customers has been over-hyped. The expectation that customers would switch to mobile apps and online banking instead hasn’t happened. More customer contact channels, not fewer. Customer Service Articles

Introducing BB: The Bold360 Chatbot


The challenge – AI developers everywhere — is how to balance making AI approachable while at the same time not disappointing the end user with the promise of a true human experience that will ultimately miss that mark (i.e. On the other end of the spectrum is a fully personified virtual agent that takes the form and personality of a human – with a face and a name. We are living this same journey ourselves, along with our customers. AI Insights AI BB Chatbot

Why You Need a Voice-Enabled Chatbot


Conversational chatbots were one of the leading marketing disruptors in call center automation last year, but fell in popularity as companies discovered the complexity of sustaining an efficient and successful chatbot. So what makes chatbots so difficult to implement and maintain?

6 of the Best Apps for Remote Contact Center Teams


it’s becoming more and more important for companies to engage with their customers. Whether it’s on social media, chatbot or other AI technology features, it’s important to know what your customers want and use tools that will help you increase your ROI.

A Chatbot for Your Contact Center

Creative Virtual

Contact centers around the world are celebrating Customer Service Week this week, recognizing their agents who deliver service and support to customers all year long. 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.

Most AI Chatbots will Fail, and That’s Okay!

NICE inContact

Chat is a favorite interaction channel for customers and is increasingly offered as an option on websites and mobile apps. It often eliminates the “on hold” frustration of voice calls and lets contact centers increase productivity by having agents work with 3 or 4 customers at the same time. Chatbots are the most common application of AI for customer self-service and are not as successful (yet), as the hype would indicate.

Setting Realistic Expectations for AI-Enhanced CX Technologies

Creative Virtual

Even though it was the fourth year Creative Virtual sponsored the joint events, it was my first opportunity to represent the company, so I wasn’t sure what to expect. Liam was due to present at 10 am on the “Evolution of Customer Experience”.

What is a decision tree and why should my chatbot use it?


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? Making transactions using a decision tree in chatbots.

“Virtual Moron-Idiot!”: Why Chatbots Fail and the #ChatbotRescue Mission Saving Them

Creative Virtual

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. Fast forward a few years, and the chatbot and virtual agent landscape is now littered with poor-performing implementations and failed projects.

A Complete Omnichannel Experience for Those at a Desk and on the Move

Creative Virtual

In my nearly 11 years with Creative Virtual, I’ve worked with organisations across all sectors looking to implement successful virtual agent solutions and have seen the industry and the technology change massively. As the number of communication channels have grown and customers have become more digitally savvy, virtual agent technology has also become more advanced and sophisticated. By Liam Ryan, Sales Director.

Step 4 of 5: AI Self-Service Without Compromise – Avoid Siloed Channels With a Unified, Omnichannel CX Platform


Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handed by live agents.

The Campaign to Win Over Customers

Creative Virtual

There is a constant battle with competitors as they try to outdo each other with a superior product or service, lower pricing and an easier customer experience. As customers, we are choosing the winners and the losers every day by deciding where to spend our money. I wrote recently about the prediction that 2020 will be the year that customer experience overtakes product and price as the number one way companies will differentiate themselves in the marketplace.

Orchestrating a Seamless and Efficient Customer Experience

Creative Virtual

Organisations are facing the challenge of delivering a quality support experience over a growing number of contact channels. On top of that, many organisations are struggling with lots of disconnected information sources making it difficult to keep content updated and deliver the right information to customers on all channels. So how can organisations bring this all together to create a consistent, convenient and efficient customer experience?