From Knowledge Base to Virtual Agents: The Shift to AI-powered Self Service


Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative. Drivers for customer self-service. Organizations generally implement self-service tools within their customer support processes as a response to a business challenge. The rise of Artificial Intelligence in customer self-service.

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.

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.

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.

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.

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.

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.

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.”

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?

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”.

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.

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.

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.

“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.

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?

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.

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.

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.

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.

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.

CXtech: Showcasing the Technology Transforming Customer Experience

Creative Virtual

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. Creative Virtual is pleased to again be a sponsor of the event, co-located with the AI & Robotics Conference , on 31st October. By Mandy Reed, Global Head of Marketing.

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.

Introducing BB: The Bold360 Chatbot

bold360 Blog

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

Incorporating AI into Your Call Center


A better alternative exists for call centers that still use live agents for even the most routine and repetitive inquiries. It’s artificial intelligence (AI), and it is being incorporated into existing call centers – with a low amount of effort – to benefit both the business AND its customers.

Employee Engagement Remains a Top Priority Alongside Customer Engagement for 2019

Creative Virtual

Welcoming a new year often goes along with an ‘out with the old, in with the new’ mindset, but two things that are staying hot on companies’ 2019 agendas are customer engagement and employee engagement. This was glaringly obvious at the recent AI & Robotics Directors’ Forum: AI Enhancing Customer & Employee Engagement. Our thanks to the AI & Robotics Directors’ Forum organisers for inviting Creative Virtual to take part in your last event of the year!

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?

C+UX: Innovations and Tips for Your Customer Experience Strategy

Creative Virtual

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. The post C+UX: Innovations and Tips for Your Customer Experience Strategy appeared first on Creative Virtual.

Automation Shouldn’t Force Customers to do the Work Themselves

Creative Virtual

Customer Service Week was celebrated this week along with Customer Experience Day (CX Day) on 2nd October. These annual events got me contemplating on the future of customer service. Whilst I’m all for automation – as you would expect from someone leading a company that develops chatbot technology to automate customer service! – I wonder about removing the human element completely, especially when it involves the customer doing the work themselves.

The Platform at the Heart of a Seamless and Efficient Customer Experience

Creative Virtual

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. 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. The orchestration platform is at the heart of creating a seamless and efficient experience.

CXtech: Exploring Technologies that are Transforming Customer Experience

Creative Virtual

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. Previously a sponsor of the AI & Robotics event, Creative Virtual is pleased to be a partner for CXtech this year. The post CXtech: Exploring Technologies that are Transforming Customer Experience appeared first on Creative Virtual.

Driving Contact Center Change: Chatbots, OmniChannel, Cloud


Chatbots, Omnichannel and Cloud are three top trends for contact centers. Because each one in its own way increases efficiency and decreases customer effort. But what about customer effort? Chatbots: Prosperous Future or Disaster?


Use AI to enhance the customer experience journey.

Call Experts

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.

CX Thought Leaders


For customer service and sales, AI is being implemented in chatbots, robotic process automation, virtual agents, and many more technologies. But the jury is not out on AI when it comes to customer experience. Artificial Intelligence (AI) is all the rage.

Are We Chatting or are We Serving? – The balance of chat and getting the solution quickly

Creative Virtual

People use Twitter and Forums often to advise others of a poor customer service or a really good one, but email or help areas with FAQs and chat services are where most of us go to find out how we can be served more in-depth with our specific issue. All of these scenarios involve a chat of some kind in order to ease off the customer’s anger and for the agent to familiarise him/herself with the issue. Happy Customer Experience (CX) Day!