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


While still evolving, AI has demonstrated value throughout the customer journey, enabling proactive customer self-service in the form of conversational platforms aimed at consumers, such as chatbots, IVRs, visual bots , etc. AI has also powered decision support tools, which help human agents present customers with relevant information in real time with the goal of making the best decisions and providing the right information to consumers. Decreased agent workload?

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


The cost and effort to build automation that isn’t very good or might not even work (and isn’t omnichannel) is why most contact centers have an over-reliance on live agents, even for the most routine and repetitive call types. These omnichannel solutions are known as AI-powered virtual agents.

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


This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handed by live agents. Best Practice #2: Virtual agents need “guardrails”. AI-Powered Virtual Agents & What They Can Handle.

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. By Mandy Reed, Marketing Manager (Global).

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

Answer: Virtual assistant (VA) Also called virtual customer assistants, chatbots, avatars, virtual. agents, or concierges, VAs help businesses wow customers with. the natural language capabilities of eGain Virtual Assistant™ to. agents. agents.

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. Our customer, Transport for New South Wales, won an impressive three awards for their RITA chatbot during 2018!

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. From IVR to chatbot and other self-service automation, none exhibit the cognitive capabilities of today’s purpose-driven, practical AI solutions for the contact center.

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.

Insights into AI: The Virtual Agent at its Best

Rant And Rave

In recent years and months, AI and the rise of the chatbot has been hailed as the saviour of the traditional contact centre. AI Contact Centre

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. It’s Super-Agent to the rescue!

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report


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


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). For agent-assisted interactions, they pull information from knowledge bases, customer profiles and other online sources that agents need to optimize each interaction. Intelligent virtual agents (IVAs).

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 3 Contact Center Applications That Pay for Themselves


If a solution or investment also contributes to agent engagement and retention, it’s even better. In any case, these three applications can make major contributions to enterprises, customers, and agents, and should be considered by all contact centers as they begin to plan their 2018 budgets. Intelligent Virtual Agents (IVAs). Vendors to consider should include [24]7, Artificial Solutions, Creative Virtual, Interactions, Next IT, and SmartAction.

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?

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


This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handled by live agents. Best Practice #1: Identify the Perfect Call Types & Chats for AI-Powered Virtual Agents.

The Ever-Changing World of Customer Service Chatbot Creation

Creative Virtual

I started building virtual agents and chatbots for customer service more than 12 years ago. In my experience, there has been a major shift in customer expectations since 2015/2016 in the customer service chatbot industry. Pre-2014, most companies were looking to deploy chatbots that were pretty straight forward and consisted largely of FAQs, scripted conversation flows, keywords and a flat or standard UI. By Jeff Clifford, Project/Account Manager.

Esurance: Digital engagement for the modern world


Customer experience chat chatbot customer experience customer satisfaction digital transformation first contact resolution intelligent engagement live chat Nina Nuance Nina virtual agent virtual assistant

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?

“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.

New York Times Op-Ed Mentions Containment Rate


In general, we say that a transaction was “contained” if it was completed entirely through self-service and didn’t require an agent. This indirectly answers the question, “How much are human agents needed?” Investing in Agents.

The history of the search engine: from index cards to the AI chatbot


Since then, search has improved exponentially to the point where a personal chatbot to help with our most routine tasks is becoming a reality. One chatbot to rule them all: What is the next step in the search world? How did people find answers before the internet?

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


This combination has led to the growing adoption of AI-powered virtual agents to automate conversations traditionally handed by live agents. When they switch channels, they often need to start all over again and repeat information to multiple virtual assistants or live agents.

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.

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.

Introducing BB: The Bold360 Chatbot

bold360 Blog

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 started with a very simple AI-powered chatbot on our website and then quickly wanted to expand the breadth, and quality, of the experiences it delivered. Your chatbot experience should be built around the specific customer journey you are trying to optimize. Look for ways to expand your chatbot’s brand.

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

NICE inContact

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 recent study found that only eight percent of consumers used an AI-enabled service like chatbots, and just 27 percent were highly satisfied.

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. Conversational AI is best exhibited when an AI agent answers a call, chat, or text and interacts with a customer in real time, just like a human.

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.

The Campaign to Win Over Customers

Creative Virtual

Conversational chatbots and virtual agents are a smart way to deliver automated self-service for customers across multiple channels. These automated solutions can also be used to assist customer service agents in the contact centre to improve both the customer and agent experience. The post The Campaign to Win Over Customers appeared first on Creative Virtual. Blog Customer Experience automation chatbot contact centre customer experience virtual agent

Employee Engagement Remains a Top Priority Alongside Customer Engagement for 2019

Creative Virtual

They are also coming to understand that many of the same digital tools, such as chatbots and virtual agents, that they are utilising to improve their customer experience can also be leveraged to improve their employee experience. Our thanks to the AI & Robotics Directors’ Forum organisers for inviting Creative Virtual to take part in your last event of the year! By Liam Ryan, Sales Director.

Integrating the Right Customer Experience Technologies

Creative Virtual

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. His session, Digital CX & the contact centre: AI, chatbots, live chat & knowledge management , was well-received by attendees. By Liam Ryan, Sales Director.

Driving Contact Center Change: Chatbots, OmniChannel, Cloud


Chatbots, Omnichannel and Cloud are three top trends for contact centers. Chatbots: Prosperous Future or Disaster? Through better web-based content, enhanced IVR, the Internet of Things (IoT), virtual agents and, yes, chatbots.


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. Over the years, we’ve developed an expertise in creating, implementing and maintaining chatbot, virtual agent and live chat solutions for major financial organisations. Through a series of live demonstrations, I’ll show best practices for implementing chatbots, virtual agents and live chat. By Chris Ezekiel, Founder & CEO.

Employee Engagement and the Digital Workplace

Creative Virtual

Creative Virtual Founder & CEO, Chris Ezekiel, will draw on his experience in the industry to present on Conversational AI for Employee Engagement. He’ll outline the essential components for using conversational AI solutions to improve the employee experience, from best practices for implementing chatbots, virtual agents and live chat to using an orchestration platform for centralised, consistent information and delivery. By Mandy Reed, Marketing Manager (Global).

Automation Shouldn’t Force Customers to do the Work Themselves

Creative Virtual

Whilst I’m all for automation – as you would expect from someone leading a company that develops chatbot technology to automate customer service! – Luckily customer service chatbots can have a personality and engage in small talk – anything from talking about the weather to politely declining a date. The post Automation Shouldn’t Force Customers to do the Work Themselves appeared first on Creative Virtual. By Chris Ezekiel, Founder & CEO.

Call Deflection strategies in the age of self-service


The goal is both to ensure customers receive the answers they are seeking in the most efficient manner and to reduce the number of inbound calls routed to human agents. Chatbots. Call deflection is the process of routing a customer enquiry to an alternative service channel.

How to Achieve Personalized Customer Service with AI Tools


With unprecedented advances in algorithms and other machine learning tools, AI-enhanced solutions, such as virtual assistants or chatbots, can learn how to respond, engage or process many standard tasks — including customer service queries. . Virtual Assistants. Hello.

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

Creative Virtual

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. Personalisation (virtual or in-person) is an expectation and if a user logs on to a smart system, the system can be programmed to already know that Joe has a birthday on Sept 22 nd and that his mobile phone package includes unlimited WIFI. By Rachel Freeman, Operations Director.

Omnichannel Customer Service is Important, But Don’t Hang up the Phone!

Advantage Communications

Technologies such as contact center artificial intelligence (AI) , chatbots and intelligent virtual agents are all crucial components of creating a superior customer experience (CX) and improving customer satisfaction.