Creative Virtual

JUNE 7, 2022

By Mandy Reed, Global Head of Marketing. Virtual agents. Some of you may remember the days when companies wanting to implement customer support on their website believed they had to make a decision: either a virtual agent or live chat; either automated self-service or human-assisted web chat.

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Creative Virtual

DECEMBER 14, 2021

By Mandy Reed, Global Head of Marketing. I was connected to a live chat agent relatively quickly, but then spent over 30 minutes in a chat that felt like it was lasting forever and, in the end, delivered no real resolution to my question. A couple months ago I had a question about an online order I had placed several days earlier.

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Creative Virtual

FEBRUARY 13, 2019

By Mandy Reed, Marketing Manager (Global). 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.

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Virtual Agent Chatbots Self service Education 40

UJET

DECEMBER 10, 2020

Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick. Virtual Agents are designed to be your human agents’ Pippen or Harrison or Gehrig (pick your sport). What, Exactly, Are Virtual Agents? Intelligence Is a Matter of Features.

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Virtual Agent Customer Service Interactive Voice Response Average Handle Time 72

UJET

DECEMBER 10, 2020

Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick. Virtual Agents are designed to be your human agents’ Pippen or Harrison or Gehrig (pick your sport). What, Exactly, Are Virtual Agents? Intelligence Is a Matter of Features.

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Virtual Agent Customer Service Interactive Voice Response Average Handle Time 72

Creative Virtual

SEPTEMBER 22, 2022

Having worked in the virtual agent and chatbot field since 2000, I’ve experienced first-hand how these solutions and technologies have changed. The virtual agents of today are certainly not the same as those I was working on 20 years ago. It is more specifically describing the technology behind them.

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Chatbots Virtual Agent Engineering Technology 52

Solvvy

OCTOBER 12, 2022

Chances are, the last time you called a customer support number, you interacted with an artificial intelligence chatbot. If the company had a great AI chatbot, the interaction might have been so natural that it took a while to realize that you weren’t actually talking to a human. Introduction to Artificial Intelligence Chatbots.

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Chatbots Customer Support Interactive Voice Response Self service 94

Fonolo

OCTOBER 5, 2023

2023 was all about chatbots. FREE WEBINAR: Is Your Chatbot Really Just an IVR? With their narrow conversation flows and questions that often don’t lead to an answer – or an agent – chatbots don’t always seem all that revolutionary. If your chatbot seems like an IVR, are you doing something wrong? Join us Oct.

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Interactive Voice Response Chatbots Self service Virtual Agent 57

Creative Virtual

JANUARY 8, 2019

Our customer, Transport for New South Wales, won an impressive three awards for their RITA chatbot during 2018! I couldn’t be more proud of what our team has achieved, and it was beyond what I had dreamt for Creative Virtual. In 2017 we were honoured with The Queen’s Awards for Enterprise: Innovation.

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Virtual Agent Chatbots Transportation Best practices 40

Creative Virtual

FEBRUARY 7, 2023

By Mandy Reed, Global Head of Marketing The start of a new year always comes with a slew of business predictions from experts, and 2023 has certainly been no different. This can be applied to marketing, sales, and customer support. Sometimes those of us in marketing and sales are guilty of spinning the truth a little bit.

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Personalization Virtual Agent Chatbots Self service 105

Creative Virtual

JANUARY 17, 2023

Chatbots and conversational AI have been gaining acceptance as essential pieces of successful customer service and employee support strategies. Unfortunately, as adoption of this technology is increasing so is the oversaturation of the market with poor performing chatbot products. By Chris Ezekiel, Founder & CEO.

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Chatbots Self service Virtual Agent CRM 52

DMG Consulting

JULY 19, 2017

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

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Virtual Agent Consulting Consulting Marketing 48

Creative Virtual

FEBRUARY 24, 2022

By Mandy Reed, Global Head of Marketing. When customers use your chatbot to self-serve, what kind of experience do you deliver? Does your chatbot need questions asked a particular way to return the correct response? This is why using a high-quality conversational AI technology to build your chatbot is so important.

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Chatbots Self service Virtual Agent Accountability 59

AWS Machine Learning

MARCH 29, 2024

In this post, we are focusing on the chat channel to show how to use Amazon Lex and the Amazon Lex Web UI to enable live agents to interact with your customers in real time. For example, the following figure shows screenshots of a chatbot transitioning a customer to a live agent chat (courtesy of WaFd Bank).

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Cloud contact Contact Center Chatbots APIs 105

TechSee

OCTOBER 9, 2018

The key to reaching this powerful demographic is by understanding that technology is central to their being. This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. 5 Enabling technologies to reach Millennials.

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Customer Service Self service Virtual Agent Chatbots 359

TechSee

MARCH 11, 2024

Industry events and news coverage are full of companies offering Generative AI , Conversational AI, chatbots, and AI Agents. Understanding Conversational AI Conversational AI refers to technologies that users interact with through a natural, conversational interface, like chatbots or virtual agents.

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TechSee

MARCH 11, 2024

Industry events and news coverage are full of companies offering Generative AI , Conversational AI , chatbots, and AI Agents. Understanding Conversational AI Conversational AI refers to technologies that users interact with through a natural, conversational interface, like chatbots or virtual agents.

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Chatbots Enterprise Scripts Virtual Agent 109

SmartAction

NOVEMBER 22, 2023

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 managers who embrace and implement this technology reap the rewards of increased efficiency, reduced costs, and a customer experience that fosters loyalty.

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Contact Center Interactive Voice Response Virtual Agent Management 91

Creative Virtual

JANUARY 27, 2022

By Mandy Reed, Global Head of Marketing. A chatbot or virtual agent that is treated like an unimportant side project not worthy of dedicated resources will perform like one. Budget for the technology. Earmarking a portion of your budget for the technology itself should be a no-brainer.

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Chatbots Virtual Agent CRM Technology 52

NobelBiz

APRIL 30, 2024

An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions. 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.

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Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions. 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.

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Creative Virtual

FEBRUARY 2, 2022

By Mandy Reed, Global Head of Marketing. From selecting coverage and understanding benefits to confirming payments and filing claims, both policyholders and agents need information that is customized to them. Read more on these insights from ITL by downloading the full ‘The Virtual Insurance Agent’ whitepaper.

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Creative Virtual

OCTOBER 4, 2018

By Mandy Reed, Marketing Manager (Global). 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. But many of those contact centers are missing an important team member.

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Chatbots Contact Center Virtual Agent Coaching 56

DMG Consulting

MAY 2, 2024

Intelligent virtual agents (IVAs)—a.k.a. chatbots, voicebots, or just plain bots—can automate many tasks and inquiries previously handled by live agents, reducing operating expenses. The rapid progress of artificial intelligence, especially generative AI, is leading to vastly smarter and more capable bots.

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Self service Virtual Agent Contact Center CRM 59

Creative Virtual

MARCH 14, 2022

By Mandy Reed, Global Head of Marketing. If you give visitors to your website the option to self-serve with a chatbot or virtual agent, kudos to you for recognising the importance of easily accessible digital support! Back in the early days, all chatbots were very simple question and answer tools.

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Self service Virtual Agent Chatbots Technology 59

Creative Virtual

OCTOBER 22, 2019

By Mandy Reed, Global Head of Marketing. 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.

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Technology Customer Experience Virtual Agent Chatbots 40

Creative Virtual

APRIL 21, 2022

By Mandy Reed, Global Head of Marketing. Long wait times, disengaged agents, multiple call transfers, repeating yourself over and over – calling customer support has a bad reputation for a reason. Self-service options like chatbots and virtual agents are increasingly preferred by customers, but they can’t – and shouldn’t!

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Creative Virtual

MAY 4, 2021

By Mandy Reed, Global Head of Marketing. Advances in artificial intelligence (AI) and machine learning have meant more potential use cases for automation technologies. Forrester analyst, William McKeon-White writes about this as part of his research on help desk chatbots.

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Inbenta

OCTOBER 23, 2017

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? In the context of chatbots, a decision tree essentially helps them find the exact answer to your question.

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Chatbots Virtual Agent Self service Accountability 75

Creative Virtual

OCTOBER 25, 2018

It’s impossible to talk about customer experience without also talking about technology. All of those goals involve not only implementing, but also integrating the right customer experience (CX) technologies. We had a mix of people from different areas of organisations – the contact centre, digital CX, marketing, etc.

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Technology Customer Experience Chatbots Virtual Agent 40

Creative Virtual

JANUARY 4, 2022

By Mandy Reed, Global Head of Marketing. I started my project with an inexperienced start-up that isn’t able to provide the technology updates and support I need from my conversational AI vendor. I am struggling to manage multiple chatbots across different business divisions or departments.

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Virtual Agent Chatbots Coaching Consulting 52

Creative Virtual

SEPTEMBER 7, 2022

Conversational AI is a very hot and in-demand technology right now. Prasobh Namboothiri, Associate Editor at AIxOutlook says: “Creative Virtual is the clear Innovation Excellence Leader in a crowded and competitive conversational AI industry. By Chris Ezekiel, Founder & CEO.

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Virtual Agent Chatbots Benchmark Best practices 52

Creative Virtual

JUNE 22, 2020

Today I’m proud to be sharing Creative Virtual’s introduction of the Neutrino release of V-Person , our innovative virtual agent and chatbot technology. When I first founded Creative Virtual in late 2003, chatbot and virtual agent technology was still very new in the customer service space.

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Personalization Virtual Agent Chatbots Employee engagement 52

Creative Virtual

MARCH 25, 2021

By Mandy Reed, Global Head of Marketing. Usage of virtual agents and chatbots exploded with record-breaking levels of traffic. If this is new technology, then surely everyone is inexperienced and utilising a trial-and-error methodology, right? If that grace period did exist, it is now long over!

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CSM Magazine

SEPTEMBER 17, 2020

Conversational AI (aka intelligent chatbots or virtual agents) combines artificial intelligence (AI) and automation to streamline customer interactions across channels. Yet, 95% are not successfully using AI, according to a CCW Digital Market Research study earlier this year. A Platform to Handle Complexity. Accurate NLP.

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Virtual Agent Customer Service Contact Center Chatbots 98

JustCall

MARCH 7, 2023

Contact center automation refers to leveraging technology to automate and streamline customer-facing interactions, leading to exceptional customer service. Contact Center Automation Tools and Technologies The adoption of automation tools in contact centers has accelerated in recent years. What is Contact Center Automation?

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Creative Virtual

AUGUST 5, 2021

By Mandy Reed, Global Head of Marketing. In the technology industry there tends to be a focus on being innovative, cutting-edge, and ground-breaking. Industry awards, conferences, and articles frequently showcase and reward vendors for technological innovations. Both criteria are important when it comes to risk level.

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Virtual Agent Chatbots Technology Employee engagement 52