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).

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

SmartAction

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.

Buzzwords, De-buzzed: 7 Other Ways to (Not) Say Chatbot

Fonolo

Chatbots have earned a number of pseudonyms over the last few years. I mean, you wouldn’t call your customer service agent by a different name other than the one they gave you, right? You might have been calling “chatbots” by the wrong name all along (not that they’ll really mind).

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.

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.

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG

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.

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.

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?

New York Times Op-Ed Mentions Containment Rate

Fonolo

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 3 Contact Center Applications That Pay for Themselves

DMG

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.

Why You Need a Voice-Enabled Chatbot

SmartAction

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.

Incorporating AI into Your Call Center

SmartAction

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.

Driving Contact Center Change: Chatbots, OmniChannel, Cloud

Altivon

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.

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.

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.

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).

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.

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.

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.

AI in marketing: what you need to know

Salmat

AI is the latest buzzword in marketing, but what do you have to consider when building your own virtual agent or chatbot? Salmat’s Content Marketing Manager Jill Park discusses

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. My goal was to show how organisations can orchestrate a seamless and efficient customer experience (CX) across contact channels with chatbots, virtual agents and AI to improve the experience whilst also saving costs. By Chris Ezekiel, Founder & CEO.

The Digital Workplace in 2019

Creative Virtual

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. That’s changing though as organisations add AI, chatbots and virtual agents to their 2019 roadmaps and digital workplace initiatives. By Liam Ryan, Sales Director.

Jumping on the Bandwagon isn’t the Same as Following Best Practice

Creative Virtual

The explosion of media hype around artificial intelligence (AI) and chatbots over the past few years – and the subsequent confusion in the customer experience (CX) space – is one of topics Creative Virtual discusses in our article for The Parliamentary Review. Creative Virtual was invited to contribute this year as a Best Practice Representative for the technology sector. Blog AI artificial intelligence best practice chatbot Parliamentary Review

Why an AI Virtual Assistant Helped TechStyle Fashion Group Hire & Keep Better Call Center Agents

SmartAction

TechStyle’s AI Virtual Assistant Solution. SmartAction’s cloud-based AI agents use data connections to greet TechStyle customers by their first name, anticipate their reasons for calling, and route the customer properly by using natural language understanding (NLU) to extract intent.

CXtech: Exploring Technologies that are Transforming Customer Experience

Creative Virtual

Previously a sponsor of the AI & Robotics event, Creative Virtual is pleased to be a partner for CXtech this year. Chris Ezekiel, Founder & CEO of Creative Virtual, is one of the expert speaker at the event, presenting as part of the ‘Digital Automation, Chatbots and Virtual Assistants’ stream. Chris will share live demonstrations of chatbot and live chat implementations and discuss industry best practices for implementing successful digital CX initiatives.

C3 San Francisco 2018: Enabling conversational commerce for customer service

Creative Virtual

Creative Virtual is a sponsor for C3 San Francisco and will be lending our expertise in building and deploying conversational systems to the conference agenda. This session will address the important discussions organizations must have around human involvement in automated solutions and the best ways to implement machine learning and chatbots. The post C3 San Francisco 2018: Enabling conversational commerce for customer service appeared first on Creative Virtual.

Orchestrating a Seamless and Efficient Customer Experience

Creative Virtual

Chris Ezekiel, Founder & CEO of Creative Virtual, will join Engage Customer on Tuesday, 27 November for a webinar to address this question, Orchestrating a Seamless and Efficient Customer Experience. Best practices for implementing chatbots, virtual agents and live chat to provide accurate and seamless omnichannel engagement. The post Orchestrating a Seamless and Efficient Customer Experience appeared first on Creative Virtual.

Linking Self-Service to your Knowledge Base

Insite Managed Solutions

Agents knowledge and speed improve when servicing customers. Well documented content can enable virtual agents for self-help. Today, more and more customers expect self service options, and an effective knowledge management system can empower this.

Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions

inContact

According to Aarde Cosseboom, TechStyle’s Director of Global Member Services Technology and Product, “We now have one central, open cloud platform that allows all of the agents to support our multiple global brands.”

Humans & AI: The Perfect CX Power Couple

Creative Virtual

Speaker: Chris Ezekiel, Founder & CEO, Creative Virtual. In this webinar, part of CRMXchange’s Technology Innovation Showcase series, Creative Virtual’s Founder & CEO, Chris Ezekiel shares an inside look at bringing together AI and human input to provide quality self-service options, improve live chat and contact center performance, and increase customer satisfaction scores. The post Humans & AI: The Perfect CX Power Couple appeared first on Creative Virtual.

Creating Intimacy with APAC Customers Through Artificial Intelligence

Creative Virtual

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. Creative Virtual will once again be supporting our partner company Continuous Technologies at the annual conference. We’ve partnered with them since 2014 and currently collaborate on projects such as Octopus Cards Limited’s virtual assistant Helen.

Why an Omnichannel Call Center is Critical for a Successful Customer Experience

SmartAction

Customers can begin on a company’s website, communicate with an AI chatbot, then transition to a call. Learn more about how AAA clubs offer omnichannel service with AI agents. The data needs to be captured and sent to live agents so they can pick up where the AI completed.

A Look Back: 2018 in Review

Creative Virtual

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. We can’t mention recognitions without a special shout out to the Transport for NSW team and their chatbot RITA on having an exceptional year. There were also some other noteworthy and news making announcements for individual members of the Creative Virtual team this year.

Five Stars for Customer Service Week

Creative Virtual

Let’s take a look back at some of the customer service tips, trends and statistics we’ve shared over the past year in our annual blog post roundup: It’s Time to be Realistic about AI, Chatbots and Live Chat – Right now we’re in a digital and artificial intelligence revolution, and it’s directly affecting organisations’ customer service strategies. Deploying a chatbot in different languages breaks through the barrier of initial customer engagement in doing business in these countries.

What was the best customer service and contact center content from 2018?

Liveops

Insights Report] CCW Executive Report: Remote Agents. This researched report by Customer Contact Week explores the benefits of a workforce strategy that embraces remote agents. It also debunks myths around concerns about organizational culture, agent engagement and managing performance.

What was the best customer service and contact center content from 2018?

Liveops

Insights Report] CCW Executive Report: Remote Agents. This researched report by Customer Contact Week explores the benefits of a workforce strategy that embraces remote agents. It also debunks myths around concerns about organizational culture, agent engagement and managing performance.

Showcasing the Perfect CX Power Couple: Humans & AI

Creative Virtual

On Thursday, 6 September Chris Ezekiel , Creative Virtual’s Founder & CEO, will feature the combination of AI and human input during the company’s sixth annual CRMXchange Technology Innovation Showcase webinar. Through a series of live demonstrations, attendees will learn: Best practices for implementing chatbots, virtual agents, and live chat to provide accurate and seamless omnichannel engagement. By Mandy Reed, Marketing Manager (Global).

Workforce AI: The Driverless Contact Center

Aspect

Looking specifically at the contact center industry, we have seen a recent flurry of activity around chatbots, intelligent IVRs and virtual agents.