SmartAction

MARCH 7, 2023

This integration will enable voice-enabled self service, a feature that customers are demanding, and the ability to handle complex voice interactions. Hundreds of thousands of voice and conversational transactions, or events, equates to millions upon millions of data points and bits of information.

Multichannel 85

Multichannel Virtual Agent Self service Accountability 85

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

OCTOBER 13, 2020

Last week we celebrated Customer Service Week and CX Day, two annual events that place a spotlight on the importance of customer service and your overall customer experience as well as the people involved in supporting your customers. Having the right technology in place to enable customers to self-serve is imperative.

Customer Service 59

Customer Service Virtual Agent Self service Chatbots 59

Creative Virtual

OCTOBER 4, 2021

At the end of the day, customer service is all about people helping people – whether that’s designing self-service tools or answering calls in the contact centre. 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.

Customer Service 52

Customer Service Virtual Agent Chatbots Self service 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

APRIL 16, 2020

The product owner of the virtual agent also works closely with their live chat department, enabling the bank to fully optimise their virtual agent content based on their live chat agents’ feedback. However, this client uses a smart approach to deal with rapid changes to sustain the high level of quality answers.

Customer Support 52

Customer Support Virtual Agent Banking Self service 52

Creative Virtual

OCTOBER 22, 2019

Creative Virtual is pleased to again be a sponsor of the event, co-located with the AI & Robotics Conference , on 31st October. One of the keynote speakers is Liam Ryan , Sales Director at Creative Virtual. Together the two conferences will offer six streams of sessions and three keynote presentations.

Technology 40

Technology Customer Experience Virtual Agent Chatbots 40

Creative Virtual

OCTOBER 24, 2019

The upcoming Hong Kong Contact Centre Association (HKCCA) Symposium is exploring that topic through this year’s event theme of ‘Customer Autonomy’. Creative Virtual will be joining our partner Continuous Technologies at the symposium, which will be held at the Hong Kong Disneyland Resort on 31 October 2019. Hope to see you there!

Virtual Agent 40

Virtual Agent Chatbots Self service Consulting 40

Creative Virtual

MARCH 25, 2019

Tickets for the UK’s biggest customer and user experience event are free and will give you access to several other co-located events, including the Call & Contact Centre Expo and the Marketing Technology Expo. Tickets for C+UX are free, but you must register in advance through the event website.

Customer Experience 40

Customer Experience Virtual Agent Chatbots Interactive Voice Response 40

Creative Virtual

JANUARY 26, 2023

You can’t deliver reliable, accurate self-service tools if you can never be certain what response might be given. These limitations don’t mean you should write off ChatGPT or GPT-3 (and future versions) as completely ineffective in the realm of customer service and employee support.

Virtual Agent 52

Virtual Agent Chatbots APIs Engineering 52

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

FEBRUARY 7, 2019

In the survey results published by HR.com at the end of 2018, 79% of Human Resources (HR) professionals responded that chatbots and virtual assistants will become an increasingly viable way for employees to get real-time answers to their HR-related questions. By Liam Ryan, Sales Director.

Virtual Agent 40

Virtual Agent Employee engagement Chatbots Government 40

Creative Virtual

DECEMBER 11, 2019

2019 was another busy and exciting year for Creative Virtual and the chatbot, virtual agent and live chat industry. We continued our five-year-long celebration of our Queen’s Awards for Enterprise: Innovation 2017 as we also celebrated the 15th anniversary of Creative Virtual.

Virtual Agent 40

Virtual Agent Chatbots Best practices Benchmark 40

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 6, 2020

A direct quote of the explanatory theme for this Customer Service Week says: “The impact of events affecting the world today have changed the way in which companies and their employees engage with customers.” Cue the virtual agents, chatbots and virtual assistants.

Virtual Agent 52

Virtual Agent Wait times Chatbots Employee engagement 52

Lumoa

JUNE 23, 2021

The denouement of Gartner’s latest Hype Cycle for AI shows how AI-powered contact center technologies such as natural language processing (NLP), chatbots, and machine learning (ML) have recently begun to lose their magnetism, ending up in the Trough of Disillusionment.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

Creative Virtual

JUNE 11, 2019

The Customer Experience Management (CXM) 2019 event that took place in Mumbai on 25th April at the Hilton Hotel turned out to be a wonderful experience for Creative Virtual. The Founder & CEO of Creative Virtual, Chris Ezekiel , and Executive Director India, Shantanu Purandare , participated as representatives of the company.

Chatbots 40

Chatbots Virtual Agent Self service Best practices 40

Creative Virtual

OCTOBER 18, 2018

When implemented properly, chatbots are a powerful tool to bring together the contact centre with self-service channels and navigate language and culture barriers to create conversational engagement with customers. I look forward to seeing you there!

Virtual Agent 40

Virtual Agent Chatbots Self service Best practices 40

Creative Virtual

DECEMBER 13, 2018

It’s been another exciting year not only for Creative Virtual as a company, but also for the virtual agent, chatbot and live chat industry, with lots of new developments and innovation. This was the fourth time a group of runners from Creative Virtual did a 10k in support of the RSPCA.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

3CLogic

MAY 26, 2022

In Adobe’s study, senior executive respondents agreed the events during this time rewired customers to be digital-first. Effective customer experience management empowers your virtual agents to support each customer as an individual. What happens when a customer uses a chatbot to ask for assistance, but can't get a resolution?

Interactive Voice Response 52

Interactive Voice Response Customer Experience Management Journey mapping 52

3CLogic

APRIL 6, 2021

The True Power of NLP: Way More Than a Virtual Assistant. When we think of Natural Language Processing being used in call centers, we typically think of chatbots or even a virtual assistant — an automated voice replacing a human one to handle our customer service needs. The Rise of AI in Customer Service.

Real estate 52

Real estate Contact Center Virtual Agent Enterprise 52

Verint

MAY 1, 2018

Today Verint announces a line-up of conferences and digital events taking place in May that focus on digital and omnichannel customer service, GDPR compliance, automation and artificial intelligence, as well as the upcoming Engage TM global customer conference. CRMXchange Roundtable: Digital Customer Service—IVR, Chat, SMS and VA.

Chatbots 22

Chatbots Interactive Voice Response Self service Best practices 22

TechSee

FEBRUARY 12, 2018

This year’s MWC promises to be a huge event, with 2,300+ exhibitors presenting the latest and greatest in mobile technology to 108,000+ attendees from 208 countries. Virtual Customer Assistants. An increasing number of customers are demanding self-service options. Virtual agent exhibitors at MWC 2018: Nuance.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

This year’s MWC promises to be a huge event, with 2,300+ exhibitors presenting the latest and greatest in mobile technology to 108,000+ attendees from 208 countries. Virtual Customer Assistants. An increasing number of customers are demanding self-service options. Virtual agent exhibitors at MWC 2018: Nuance.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

NICE inContact

MAY 21, 2019

In a way, self-service in the contact centre is kind of like a buffet: You need a strategy, or you might overeat or miss all the best dishes. It seems like self-service options are everywhere these days. And I know I am not the only fan of faster self-service. What’s your strategy? Many Options.

Self service 54

Self service Interactive Voice Response Virtual Agent Benchmark 54

Creative Virtual

APRIL 14, 2020

We can always clearly see social patterns and trends being reflected in the usage of our virtual agents. During crisis times, no matter how big or small, the usage stats always jump up and the vast majority of the increase can often be attributed to those recent events or announcements.

Customer Support 52

Customer Support Virtual Agent Banking Self service 52

Creative Virtual

AUGUST 29, 2018

He’ll give an inside look at bringing together humans and AI to provide quality self-service options, improve live chat and contact centre performance, and increase customer satisfaction scores. A recording of the Tech Showcase will be sent to all registrants after the event. Not able to make the live webcast? Don’t worry!

Virtual Agent 40

Virtual Agent Chatbots Self service Best practices 40

RichCall

SEPTEMBER 13, 2017

self-service. employ customer support specialists, who will become trusted and recognized, rather than be nameless agents. Self-service. consumers are using web self-service more than assisted service. Customers have begun to use, and in some cases even prefer, non-agented interactions.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Creative Virtual

NOVEMBER 20, 2018

Best practices for implementing chatbots, virtual agents and live chat to provide accurate and seamless omnichannel engagement. Can’t attend the live event? Ways to leverage a hybrid of artificial intelligence and human input to reduce support costs whilst improving conversational engagement.

Customer Experience 40

Customer Experience Virtual Agent Chatbots Best practices 40

Netomi

APRIL 7, 2022

Built for omnichannel support, Freshdesk enables businesses to deliver seamless customer service across digital and traditional channels, including email, chat, phone, and social media. Netomi’s AI-powered Zendesk chatbot ??works Issues that are sensitive, critical or high-risk are routed to human support agents. References.

CRM 52

CRM Brand ambassadors Analytics Chatbots 52

AWS Machine Learning

JULY 18, 2023

Amazon Lex is a service that allows you to quickly and easily build conversational bots (“chatbots”), virtual agents, and interactive voice response (IVR) systems for applications such as Amazon Connect. Today, a bot developer can improve self-service experiences without utilizing LLMs in a couple of ways.

Interactive Voice Response 80

Interactive Voice Response Engineering Chatbots Self service 80