Creative Virtual

OCTOBER 22, 2019

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. By Mandy Reed, Global Head of Marketing.

Technology 40

Technology Customer Experience Virtual Agent Chatbots 40

Interactions

AUGUST 12, 2022

Conversational AI is not just one technology. It’s rather a set of technologies behind automated messaging and speech-enabled applications that offer human-like interactions between computers and humans. One of the most popular types of Conversational AI in CX are virtual agents, which are advanced Conversational AI applications.

Virtual Agent 71

Virtual Agent Self service Scripts Technology 71

SmartAction

OCTOBER 27, 2021

As humans in a modern world surrounded by technological advancements, we have our fair share of frustrations. Say goodbye to the days of speaking to an AI virtual agent that doesn’t comprehend in natural language! But our technology + CX experts = an intelligent virtual agent worth implementing.

Self service 72

Self service Virtual Agent Chatbots Technology 72

CSM Magazine

SEPTEMBER 25, 2023

Targeted at organisations venturing into AI within their customer service departments, the event was an amalgamation of insights, experiences, and future predictions. A Confluence of Minds: Like its preceding CX Community Days, Sabio orchestrated an intimate setting for this event at its London HQ.

Customer Service 59

Customer Service Virtual Agent Technology Customer Experience 59

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. Dustin Hubbard, Chief Technology Officer at WaFd Bank. For more information, refer to Starting a stream to a bot.

Cloud contact 68

Cloud contact Self service Contact Center Virtual Agent 68

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.

Chatbots 124

Chatbots Enterprise Scripts Virtual Agent 124

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. Our thanks to the CXtech organisers for putting together a successful event. By Liam Ryan, Sales Director.

Technology 40

Technology Customer Experience Chatbots Virtual Agent 40

SmartAction

JANUARY 17, 2023

The event provides attendees with the opportunity to learn about the latest trends and technologies in the contact center industry, as well as network with other professionals and vendors. The event was an exciting experience for the SmartAction team, and everyone left feeling energized and excited for the future.

Virtual Agent 56

Virtual Agent Self service Contact Center Feedback 56

Creative Virtual

OCTOBER 9, 2018

CXtech, a new technology conference and showcase, is coming to London on 12 October. Co-located with AI & Robotics: The Main Event, CXtech will explore what’s new, what’s working and what’s coming next in customer experience (CX) technologies as companies are connecting with customers like never before.

Technology 40

Technology Customer Experience Chatbots Virtual Agent 40

Creative Virtual

OCTOBER 8, 2021

I’m looking forward to hearing the panel of experts, including Creative Virtual’s Founder & CEO, Chris Ezekiel, discuss the current trends and future possibilities of conversational AI technology. Conversational AI solutions, like chatbots and virtual agents, can have a powerful impact on customer loyalty and retention.

Customer Service 105

Customer Service Virtual Agent Chatbots Self service 105

SmartAction

MARCH 7, 2023

NLUs are already adding value, but advances in the technology will greatly enhance its delivery of a more human-like conversational experience. Conversational AI is the key to augmenting existing technology with a company’s IP. Many consumers are already familiar with products that provide text-to-speech and human voice.

Multichannel 82

Multichannel Virtual Agent Self service Accountability 82

SmartAction

DECEMBER 15, 2021

While this is happening economically, we’re seeing another macro trend: more outstanding technological capabilities and applications for conversational AI. The price to invest and utilize this technology is dropping bringing conversational AI automation to the perfect point of adoption.

Contact Center 76

Contact Center Virtual Agent Agent burnout Self service 76

Call Design

AUGUST 9, 2021

Technology is always advancing so to remain competitive it is important for every organisation to regularly review the systems and processes in place to see how these can be improved. 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

Interactions

APRIL 14, 2021

Unanticipated life events such as loss of a job, mental health issues, caring for family members can also put someone past due on balances. The agent on the other side of the communication should understand that the debtor is going through a hard time and they want to figure out how to get out of the mess. 3) Compliance.

Virtual Agent 90

Virtual Agent Call flow Call Center Finance 90

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. Whether you’re a Windows user or not, this type of announcement can highlight the need for wider discussions about the technology and systems being used internally at your organisation.

Virtual Agent 52

Virtual Agent Chatbots Technology Marketing 52

Creative Virtual

DECEMBER 8, 2022

This honour means even more as we prepare for the upcoming launch of the next innovative release of our V-Person technology. The analysts at Celent conducted their own evaluation of intelligent virtual assistant platforms as well, focusing in on the technology within the retail banking space.

Virtual Agent 52

Virtual Agent Chatbots Government Banking 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

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. Let’s give the machines space to help, freedom to work” Rachel writes. Her conclusion?

Customer Service 59

Customer Service Virtual Agent Self service Chatbots 59

DMG Consulting

AUGUST 16, 2022

What’s more, consumers believe they have the right to interact with an organization in multiple channels and, when appropriate, to pivot between channels, such as when an intelligent virtual agent (IVA) needs to send information to a consumer’s cell phone via SMS during a phone conversation. Like what you’re reading?

Self service 48

Self service Interactive Voice Response Virtual Agent Contact Center 48

Interactions

APRIL 9, 2020

A Business Continuity Plan, or BCP, is a written procedure designed to keep business processes operating as smoothly as possible during unpredictable events. The goal of a BCP for a contact center is to minimize the disruption to both agents and customers, so that business can continue as normally as possible. First thing first.

Contact Center 71

Contact Center Virtual Agent Technology Enterprise 71

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

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. By Rachel F Freeman, Operations Director.

Virtual Agent 52

Virtual Agent Wait times Chatbots Employee engagement 52

3CLogic

JANUARY 24, 2024

Solving Complex Inquiries Enhancing your self-service with intelligent virtual agents will drive personalized experiences. While resetting a password is an easy task for the virtual agent, a more complex issue such as the malfunctioning of a smart TV could be too complicated for the AI to answer.

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

Interactions

APRIL 14, 2021

Unanticipated life events such as loss of a job, mental health issues, caring for family members can also put someone past due on balances. The agent on the other side of the communication should understand that the debtor is going through a hard time and they want to figure out how to get out of the mess. 3) Compliance.

Virtual Agent 62

Virtual Agent Call flow Call Center Finance 62

Jon Arnold

MAY 6, 2021

Virtual events with analysts are tricky to plan, especially for pacing out the program. Much like Zoom has been the right technology at the right time to enable work from home, Five9 provides a pretty complete CCaaS solution as contact centers rush to the cloud.

Contact Center 97

Contact Center Virtual Agent Chatbots Enterprise 97

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.

Virtual Agent 40

Virtual Agent Chatbots Self service Consulting 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

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. Hope to see you there!

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 14, 2020

We can always clearly see social patterns and trends being reflected in the usage of our virtual agents. During crisis times, no matter how big or small, the usage stats always jump up and the vast majority of the increase can often be attributed to those recent events or announcements.

Customer Support 52

Customer Support Virtual Agent Banking Self service 52

Creative Virtual

FEBRUARY 7, 2019

While many organisations understand the benefits of using this technology, only a limited number of forward-thinking companies have done anything about it yet. That’s changing though as organisations add AI, chatbots and virtual agents to their 2019 roadmaps and digital workplace initiatives.

Virtual Agent 40

Virtual Agent Employee engagement Chatbots Government 40

CSM Magazine

APRIL 7, 2022

Launched at ‘Disrupt’ – the UK version of Sabio’s flagship annual event – ‘ Sabio Console ‘ integrates customer contact channels such as voice, webchat, SMS and WhatsApp into industry leading conversational AI platforms like Google CCAI, ES & CX.

Customer Experience 52

Customer Experience Transportation Virtual Agent APIs 52

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 4, 2021

As a member of the Creative Virtual team for over 13 years now, I find compiling this roundup makes me contemplate how much has changed in the world of customer service over that time – evolving customer expectations, new contact channels, technological advancements. But it also reminds me that some things haven’t changed.

Customer Service 52

Customer Service Virtual Agent Chatbots Self service 52

Creative Virtual

JANUARY 26, 2023

From students using ChatGPT to complete assignments for class to me getting a little help from ChatGPT to write my latest ‘Virtual Viewpoint’ column , it certainly seems like everyone is testing it out. Also its world knowledge is frozen at the time it was trained – currently it doesn’t know anything about events after 2021.

Virtual Agent 52

Virtual Agent Chatbots APIs Engineering 52

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