Creative Virtual

MARCH 14, 2022

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! Both current and potential customers appreciate being able to engage with automated self-service anytime, anywhere.

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Creative Virtual

DECEMBER 14, 2021

This is something that organisations implementing a self-service virtual agent or chatbot should keep in mind, regardless of whether they are integrating it with live chat. Make it obvious that it is a digital, automated tool with wording such as ‘Please ask our Virtual Agent’.

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SmartAction

NOVEMBER 19, 2019

Frost & Sullivan awards Purchasing Power ® for their AI-Powered Virtual Agent created in partnership with SmartAction ® to enable conversational self-service for their customers. We are honored to be recognized by Frost & Sullivan for our journey.”. For more information, visit [link]. About SmartAction.

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Dialer 360

JANUARY 19, 2022

The major challenge is that the organization is to face in carrying out customer service is offering a quick solution to all matters that raised. Customers demand immediate satisfaction regarding every action, initiating from buying the product process. Virtual agents. Working procedure of virtual agents.

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AWS Machine Learning

FEBRUARY 6, 2023

Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. This gives us the best of both worlds, enabling WaFd to serve its clients in the best way possible.”

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Creative Virtual

JULY 10, 2020

Back in April I took a look at the impressive spike in virtual agent traffic starting in late February and early March that surpassed anything Creative Virtual had seen in over 16 years of being in the industry. I’m curious to continue to watch how virtual agent traffic fluctuates as coronavirus-related restrictions change.

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Creative Virtual

JUNE 10, 2020

Chatbots, smart help, virtual assistants, virtual agents, conversational AI – there are lots of names for this automated, self-service technology being used today. You want to ask: How can I ensure my chatbot or virtual agent is: Providing accurate and personalised information?

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Creative Virtual

JANUARY 12, 2021

Having innovation at the heart of our company culture at Creative Virtual has served the company well, but only because we innovate with the objective of delivering products and services that genuinely help our customers meet their goals in increasingly better ways.

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Creative Virtual

OCTOBER 3, 2022

Happy Customer Service Week! Observed every year during the first full week of October, Customer Service Week is an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis. The Generic ‘Chat Now’: Virtual Agent or Live Chat?

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SmartAction

OCTOBER 25, 2023

In today’s rapidly evolving customer service landscape, businesses face a multitude of choices when it comes to interacting with their customers. The advent of digital communication channels such as chat, email, and social media has provided convenient alternatives for customer inquiries.

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AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. Alternatively, launch the client by choosing QnABot on AWS Client from the Content Designer tools menu.

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Creative Virtual

MARCH 27, 2020

With physical offices and locations closed, many are struggling with the influx of customer questions to their contact centres – an issue that may be compounded by the sudden need to support agents working from home. Organisations with an existing self-service solution have a definite advantage.

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DMG Consulting

JUNE 1, 2022

DMG Consulting Releases 2022 – 2023 AI-Enabled Self-Service for the Enterprise Report. Essential and impactful tools in the AI-based service revolution. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . When: Today, 1 June 2022.

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Creative Virtual

APRIL 2, 2020

Advancements over the past several years in conversational AI technologies, including chatbots and virtual agents, have made them a go-to solution for providing cost-effective and easy-to-use support on digital channels. They also give organisations the opportunity to get self-service projects both deployed and performing well quickly.

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Creative Virtual

OCTOBER 8, 2021

Just like a puppy isn’t only for the pandemic, customer service insights aren’t only for Customer Service Week. This week of celebrating customer service professionals and successful customer service experiences should just be the beginning of a renewed focus on your own customer service and CX strategies.

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Creative Virtual

APRIL 22, 2020

While it may not be the right time to book your next beach getaway or send out invitations for your extended family reunion, smart companies should be looking towards the future impacts of customer experience (CX) developments and consumer expectations.

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JustCall

MARCH 7, 2023

To that end, this blog will explore contact center automation and discuss its pros, tools, use cases, and challenges. Contact center automation refers to leveraging technology to automate and streamline customer-facing interactions, leading to exceptional customer service. What is Contact Center Automation?

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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.

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Noble Systems

JUNE 26, 2020

The IVR system then uses routing rules to send the call to either an agent or a self-service application. All of these tools can help increase first call resolution and improve the customer experience. Callers input their response using their telephone keypad (touch-tone) or voice commands.

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Creative Virtual

FEBRUARY 7, 2023

When you consider recent CX research indicates a personalized experience is important for customers in their purchasing decisions, it makes sense that businesses will work towards this in order to improve customer satisfaction. The key to delivering a truly individualized experience through a conversational AI tool is integration.

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SmartAction

NOVEMBER 22, 2023

Conversational AI helps them out of what seems to be an endless cycle of button pressing and voice prompts to connect them immediately with a virtual agent. It better understands customer intent and utilizes machine learning (ML) technology to generate an intelligent response. ML is a powerful tool.

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Creative Virtual

OCTOBER 13, 2020

This means that companies are always on the hunt for ways to meet those expectations, build brand loyalty and deliver a better customer experience. At Creative Virtual, we recognised these global celebrations with a special series of blog posts written by members of our expert team and published throughout the week. Her conclusion?

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TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. This positive agent outlook is backed up by research. Smarter Agents. Super Agents.

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3CLogic

APRIL 20, 2021

It’s no surprise then that leading companies are adopting voice self-service solutions in addition to their IVR solutions to not only manage call volume but provide a higher quality of customer service and improve call agent performance. Overview of Interactive Voice Response (IVR) and Voice Self-Service.

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Creative Virtual

OCTOBER 5, 2020

Happy Customer Service Week! Today we kick off the annual week-long international celebration of the importance of customer service, the people who deliver that service and the impact it has on successful business practices. By Mandy Reed, Global Head of Marketing.

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TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. This positive agent outlook is backed up by research. Computer-Vision powered self-service.

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UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. To truly modernize your customer service, you don’t need to choose between AI or human involvement. You need both.

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JustCall

AUGUST 8, 2023

Image Source Automated Call Routing AI-powered systems can efficiently route incoming calls by analyzing customer information, call history, and the nature of the inquiry. This ensures that customers are directed to the most suitable agent or department. This minimizes wait times and increases customer satisfaction.

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UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. To truly modernize your customer service, you don’t need to choose between AI or human involvement. You need both.

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Creative Virtual

OCTOBER 4, 2021

Happy Customer Service Week! It’s the first full week of October, and that means it is time once again for the annual week-long global celebration of the importance of customer service, the people who deliver that service, and the impact it has on business success. By Mandy Reed, Global Head of Marketing.

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Creative Virtual

APRIL 21, 2022

42% of Americans would rather clean a toilet and 46% would rather go to the dentist than call customer support. These stats, just two of many in the 2022 Achieving Customer Amazement Study , likely have you nodding in agreement thinking about your own painful customer service experiences.

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Nicereply

JANUARY 4, 2023

Set up a customer service strategy that works and saves your costs. That will ultimately lead to customer service and support teams being pressured to ‘do more with less’ , as customer support is still seen as a cost center by many organizations. Why excelling at customer service is critical in 2023.

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Creative Virtual

JULY 21, 2022

I started out by talking about conversational AI tools being thrust into the customer service spotlight in 2020 as businesses dealt with COVID-19 lockdowns, restrictions, and rapidly changing information. This created an increased adoption of, and preference for, digital self-service tools.

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SmartAction

FEBRUARY 27, 2023

When it comes to customer service, businesses have a variety of tools at their disposal to make the process as smooth and efficient as possible. Two popular options are Interactive Voice Response (IVR) and Intelligent Virtual Agent (IVA). Can be a frustrating customer experience. Available 24/7.

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GetFeedback

APRIL 17, 2019

To relieve customers’ hard feelings about problems with some products or services, companies usually choose to improve the customer service skills of their agents. Not entirely, since to get to the point of using your agents’ skills, customers first need to contact your support. And they don’t always.

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TechSee

APRIL 21, 2021

AI-Based Collaboration Tools. With many call centers adopting the remote working model, the common practice of one agent asking a question over his cubicle wall has come to an end. AI-Driven Agent Decision Support. Computer Vision AI-Based Self-Service. AI is reshaping the enterprise approach to self-service.

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Creative Virtual

OCTOBER 7, 2019

Happy Customer Service Week! Every year during the first full week of October we celebrate the importance of customer service and the people who serve and support customers around the globe. This post explores creating the right chat/service balance when supporting digital customers.

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