Call Design

AUGUST 9, 2021

The advent of web interfaces, such as queries through chatbots or social media, means the focus is now on the entire business’ omnichannel experience. This has shown that humans and virtual agents can operate as co-workers helping to make the agents’ job more interesting.

Interactive Voice Response 78

Interactive Voice Response Chatbots Coaching Virtual Agent 78

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

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

DECEMBER 8, 2022

Being recognised as the best in conversational AI made our Founder & CEO, Chris Ezekiel, contemplate what makes a virtual agent or chatbot a true conversational AI solution and share his insights in a blog post. How Creative Virtual’s Gluon Software is Next Level for Chatbot Tech – Wharf Life interview.

Virtual Agent 52

Virtual Agent Chatbots Government Banking 52

Creative Virtual

JUNE 17, 2021

Screenshots of the new Windows 11 have been leaked online ahead of that virtual event – you can check them out here. This can cause issues if not taken into consideration when developing an internal virtual agent.”. This news comes as the company plans to reveal a new Windows operating system later this month.

Virtual Agent 52

Virtual Agent Chatbots Technology Marketing 52

Creative Virtual

NOVEMBER 6, 2019

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. He outlined Creative Virtual’s top tips for implementing chatbot, virtual agent and live chat technology.

Technology 40

Technology Virtual Agent Chatbots Employee engagement 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

Creative Virtual

JANUARY 26, 2023

In some cases, one might be willing to accept a certain risk in exchange for very efficiently making large chunks of information available to a chatbot. However its knowledge is not limitless and so on its own it will not have large parts of the information needed for specific chatbot use cases.

Virtual Agent 52

Virtual Agent Chatbots APIs Engineering 52

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

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. The post On the Hunt for Better Customer Service appeared first on Creative Virtual. Her conclusion?

Customer Service 59

Customer Service Virtual Agent Self service Chatbots 59

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

OCTOBER 4, 2021

When it comes to creating positive service experiences with chatbots, there is no substitute for having hands-on experience with building, integrating, installing, maintaining, and expanding these self-service tools. This post outlines three important tips for companies looking to get started with their own voicebot project.

Customer Service 52

Customer Service Virtual Agent Chatbots Self service 52

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

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

NOVEMBER 10, 2020

Like many industry events this year, the annual HKCCA (Hong Kong Customer Contact Association) Symposium went virtual on 5 November. Our partner Continuous Technologies (CTINT) was once again an event sponsor and graciously invited me to present on the Symposium theme of Future Fit. By Chris Ezekiel, Founder & CEO.

Virtual Agent 52

Virtual Agent Chatbots Best practices Technology 52

Jon Arnold

MAY 6, 2021

Virtual events with analysts are tricky to plan, especially for pacing out the program. Over the last year, vendors have tried all kinds of formats, but it seems clear that the best approach is to do it in manageable chunks of time.

Contact Center 97

Contact Center Virtual Agent Chatbots Enterprise 97

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

JUNE 13, 2019

Over the years, we’ve developed an expertise in creating, implementing and maintaining chatbot, virtual agent and live chat solutions for major financial organisations. This one-day interactive event will be held on Thursday, 27 June at The Shard in London.

Virtual Agent 40

Virtual Agent Customer Experience Chatbots Best practices 40

Creative Virtual

JANUARY 24, 2019

Creative Virtual Founder & CEO, Chris Ezekiel, will draw on his experience in the industry to present on Conversational AI for Employee Engagement. Not able to attend the event in London but interested in learning how we can help you increase employee productivity, reduce internal support costs and improve engagement?

Employee engagement 40

Employee engagement Virtual Agent Chatbots Best practices 40

Creative Virtual

OCTOBER 8, 2020

Not for the first time, I found myself telling people that at Creative Virtual we were doing for years what the industry now saw as the latest trend in Bot Building. So, after the event I meant to write a blog post about how we add a human touch to the way machines interact with humans.

Customer Service 52

Customer Service Virtual Agent Chatbots Technology 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 25, 2018

This is the approach we’ve always taken at Creative Virtual, and one that we’ve seen industry analysts and experts talking about more and more recently. Chris Ezekiel, Founder & CEO, joined me at the event and presented as part of the ‘Digital Automation, Chatbots and Virtual Assistants’ stream.

Technology 40

Technology Customer Experience Chatbots Virtual Agent 40

SmartAction

MARCH 7, 2023

Hundreds of thousands of voice and conversational transactions, or events, equates to millions upon millions of data points and bits of information. Trend #3: Actionable Intelligence Another burgeoning Conversational AI trend in 2023 relates to data, analytics and “actionable intelligence” around the conversational sides of a business.

Multichannel 85

Multichannel Virtual Agent Self service Accountability 85

Creative Virtual

SEPTEMBER 6, 2018

Following on from C3 London held in May, the event will explore conversational platforms and how organizations can unlock the power of machine learning, natural language processing and intelligent assistance. You can find more information about the conference and the full agenda on the C3 San Francisco event website.

Customer Service 45

Customer Service Chatbots Virtual Agent Best practices 45

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

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. It’s a pleasure to be invited back to present at the HKCCA Symposium and great to be taking part with Continuous Technologies.

Virtual Agent 40

Virtual Agent Chatbots Self service Best practices 40

Creative Virtual

JULY 10, 2019

Our Founder & CEO, Chris Ezekiel’s opening keynote – Taking Your CX into the Future with Conversational AI – got the day started with a look at AI-enhanced chatbots, virtual agents and live chat. 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

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

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

The Northridge Group

SEPTEMBER 27, 2017

Besides Chatbots and Virtual Assistants, which operate on a more obvious human interaction level, AI in the contact center is gaining momentum in other ways including the routing, prioritization, and handling of calls. Chatbots, Virtual Agents, and dynamic routing are examples of how AI can help during customer interactions.

Contact Center 124

Contact Center Calibration Analytics Chatbots 124

JustCall

JUNE 25, 2021

Perhaps the most common implementation of sales automation that most of us have interacted with are chatbots. This is where chatbots come into play. Robotic agents as a part of marketing automation also help in redefining the customer journey and creating a hassle-free and seamless online process for the customer.

Sales 52

Sales Chatbots Virtual Agent Marketing 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. In 2020, there were 120 of these events.”

Real estate 52

Real estate Contact Center Virtual Agent Enterprise 52

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. Virtual customer assistants – also known as advanced chatbots – provide fast and human-like customer service at first contact.

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. Virtual customer assistants – also known as advanced chatbots – provide fast and human-like customer service at first contact.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

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