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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Virtual Agent Banking Self service Government 52

CSM Magazine

MAY 13, 2024

The study explores the varying attitudes towards AI across different age groups, highlighting varying levels of enthusiasm yet a shared recognition of its possible advantages for improving customer interactions. The sample was equally split between genders, with a spread of age groups and geographies represented.

Customer Service 52

Customer Service Virtual Agent Chatbots Surveys 52

SmartAction

JANUARY 25, 2019

This newly acquired accuracy means that call center virtual assistant solutions are now demonstrating their true power in a variety of interesting and beneficial ways. Here’s how two innovative companies are using AI-powered virtual agents to automate more in their contact centers. Results: Saved $1.1

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Virtual Agent Self service Healthcare Contact Center 45

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. SmartAction uses proprietary conversational AI to automate conversations that used to be handled by call center agents over phone, chat, and text.

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Virtual Agent Self service Interactive Voice Response Government 40

SmartAction

FEBRUARY 13, 2024

Personalization and Relevance Creating a personal touch in your order management virtual agent can significantly enhance customer experience and engagement. TechStyle’s Approach : TechStyle Fashion Group offers an excellent example of this practice. This allows virtual agents to provide personalized updates.

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Best practices Virtual Agent Management Chatbots 64

Creative Virtual

FEBRUARY 7, 2023

Back in 2013, V-Person technology became the first virtual agent offering to implement personalization – a recognition acknowledged both by the Patricia Seybold Group in their 2014 technology review and by the analysts at Gartner when they named Creative Virtual a 2015 Cool Vendor in Smart Machines.

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Personalization Virtual Agent Chatbots Self service 105

CSM Magazine

SEPTEMBER 25, 2023

The ‘Virtual Agent of the Future’: Kevin McGachy, Sabio’s Head of AI Solutions, painted a vivid picture of how Generative AI can reshape the Customer Journey. It’s about augmenting the human capability, taking customer service to a level it hasn’t reached before,” he said.

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Customer Service Virtual Agent Technology Customer Experience 59

SmartAction

SEPTEMBER 4, 2018

TechStyle Fashion Group is one of the most innovative brands in the fashion and retail industry. While each agent they hired was qualified, much of the required duties were mundane in nature like tedious data-gathering processes and repetitive calls/chats. Beyond the Blog.

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Call Center Virtual Agent Average Handle Time Upselling 40

Liveops

OCTOBER 11, 2018

Foreign-based agents, while often skilled and well-educated, present communication challenges which can hinder their ability to help callers in all the dynamic ways that come ingrained for local agents. You can source virtual agents from anywhere in the U.S., Think outside brick and mortar when building your U.S.

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Marketing Virtual Agent Customer Care Call Center 315

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. Most recently, the industry has adopted the name of ‘conversational AI’.

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Chatbots Virtual Agent Engineering Technology 52

Creative Virtual

OCTOBER 8, 2021

They interact with virtual agents and chatbots in a technical sense, but they certainly do not converse with them. The replies they get are perceived as coming from a person or a group of people (usually called a company ). Having this in mind makes an important shift of focus in the virtual agent design.

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Virtual Agent Chatbots Personalization Customer Service 52

Creative Virtual

FEBRUARY 15, 2023

Yet within that target group there are a variety of subgroups that have different needs and expectations. While Creative Virtual’s V-Person solutions successfully automate digital customer service, forcing all customers to only self-serve with a virtual agent is never a good CX decision.

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Virtual Agent Chatbots Consulting Consulting 59

Creative Virtual

AUGUST 20, 2020

The first success story tells how an international financial services group’s V-Person virtual agent is rising to the challenges of customer support during the pandemic. The organisation discovered that their virtual agent was the best way to keep up with rapid changes and deliver accurate information to customers.

Virtual Agent 52

Virtual Agent Government Chatbots Self service 52

SmartAction

JUNE 18, 2020

Meet 7 different brands from our video roundtable who shared their different experiences with AI-powered virtual agents. Aarde @ TechStyle Fashion Group. ” Paul @ Group O. ” Aarde @ TechStyle Fashion Group. ” Paul @ Group O. They can just say anything they want.”

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Virtual Agent Contact Center Call Center Customer Experience 62

Creative Virtual

JANUARY 13, 2022

For years automated self-service tools like chatbots and virtual agents have been criticised as being a cold and impersonal way of supporting customers. Many companies have found their virtual agent solutions to be a lifesaver for both their customers and their business over that time.

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Virtual Agent Self service Chatbots Accountability 52

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.

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Virtual Agent Chatbots Technology Personalization 52

CSM Magazine

FEBRUARY 28, 2020

The integration of Spitch’s voice technologies and Creative Virtual’s V-Person natural language chatbots and virtual agents brings an industry-leading voicebot offering to the market. The partnership is already creating interest in the marketplace, with the companies currently collaborating on several projects. About Spitch.

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Virtual Agent Self service Banking Chatbots 59

SmartAction

JULY 14, 2021

While the summer sun shone down on the Vegas strip, SmartAction’s CMO, Brian Morin, stood in front of an audience at Customer Contact Week showcasing how SmartAction’s technology and expertise in customer experience have helped TechStyle Fashion Group see impressive ROIs such as $1M in a quarter in headcount costs.

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Virtual Agent Analytics Contact Center Call Center 57

SmartAction

FEBRUARY 11, 2020

Leading provider of AI-powered Virtual Agents for omnichannel self-service posts its largest growth in sales bookings for the year. As the global intelligent virtual agent market is expected to reach $11.3b SmartAction’s 2019 Momentum Highlights. About SmartAction.

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Virtual Agent Self service Enterprise SaaS 57

CSM Magazine

FEBRUARY 28, 2020

The integration of Spitch’s voice technologies and Creative Virtual’s V-Person natural language chatbots and virtual agents brings an industry-leading voicebot offering to the market. The partnership is already creating interest in the marketplace, with the companies currently collaborating on several projects. About Spitch.

Virtual Agent 52

Virtual Agent Self service Banking Chatbots 52

Creative Virtual

DECEMBER 8, 2022

Having an analyst group recognise us for this is always an exciting bonus – and that’s what happened again this year. AIxOutlook conducted an independent assessment of the major conversational AI vendors in the market and found Creative Virtual to be the Innovation Excellence Leader! Check out the full Age UK success story here.

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Virtual Agent Chatbots Government Banking 52

Creative Virtual

OCTOBER 5, 2020

This three-part blog series explores the business value of using a chatbot or virtual agent to provide easy-to-use self-service, starting with supporting customers. Also take a look at Part 2: Supporting Contact Centre Agents and Part 3: Supporting Employees. There is no one-size-fits-all approach that guarantees success.

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Virtual Agent Customer Service Chatbots Self service 52

Creative Virtual

AUGUST 5, 2020

Creative Virtual’s V-Person virtual agents and chatbots certainly experienced this trend, setting a record-breaking spike in usage during the first half of 2020. An additional 33% saw “some trend’ of this happening.

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Virtual Agent Customer Experience Chatbots Self service 52

SmartAction

OCTOBER 19, 2022

TechStyle Fashion Group group used virtual agents in voice and chat rather than allocating internal staff and resources to creating and maintaining their own conversational chatbot. The ROI is Undeniable When You Choose a Pro to Build your Chatbot. GET IN TOUCH See How We Can Help You Exceed your CX Goals.

Chatbots 52

Chatbots Virtual Agent Interactive Voice Response Self service 52

DMG Consulting

JANUARY 7, 2022

Intelligent virtual agents (IVAs) represent the future of omnichannel self-service, a new standard of voice and digital self-service in a channel-optimized format. Real-time analytics encompasses a highly diverse group of technologies and applications. IVAs: Using AI to Serve Customers and Contact Centers.

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Contact Center Self service Virtual Agent Analytics 48

Creative Virtual

JANUARY 12, 2021

Creative Virtual’s chatbots and virtual agents are already doing that, which is one of the reasons why we were named most innovative by the award judges. In the words of one of our customer contacts from a major financial services group: “The service from Laura and Andi has been great since we launched our virtual assistants.

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Self service Virtual Agent Chatbots Consulting 52

BlueOcean

OCTOBER 4, 2023

The quality of non-English interactions with virtual agents in a conversational manner in their primary language improves with machine learning. Conversational AI can mimic human support through online chat—in whatever language a user desires—to help customers get to resolutions faster.

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Customer Support Bilingual agents outsourcing Contact Center 124

Creative Virtual

OCTOBER 4, 2021

To help with that selection process, analyst group ISG evaluated 19 conversational AI vendors based on the depth of their service offerings and market presence. Smart companies know the present and future of better customer service lie in the combination of humans and machines, people and technology, live agents and virtual agents.

Customer Service 52

Customer Service Virtual Agent Chatbots Self service 52

NICE inContact

SEPTEMBER 11, 2018

The study analyzed the impact of moving to the cloud for several companies, including fashion retailer TechStyle Fashion Group. Founded in 2010, as TechStyle Fashion Group expanded and added new brands to its portfolio, customer service infrastructures were siloed – no overarching system supported synergy between brands.

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contact center solutions Cloud contact Contact Center Virtual Agent 48

Creative Virtual

DECEMBER 11, 2019

2019 was another busy and exciting year for Creative Virtual and the chatbot, virtual agent and live chat industry. We continued our five-year-long celebration of our Queen’s Awards for Enterprise: Innovation 2017 as we also celebrated the 15th anniversary of Creative Virtual. You can read the full article here.

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Virtual Agent Chatbots Best practices Benchmark 40

Babelforce

SEPTEMBER 1, 2021

Conversational AI is a broad term for a group of technologies which use speech as their main input and / or output. Businesses are increasingly offering a virtual agent as an alternative service option, totally removed from their IVR and voice channel. How does conversational AI work? What are the benefits of conversational AI?

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Interactive Voice Response Virtual Agent Upselling Chatbots 52

Babelforce

SEPTEMBER 1, 2021

Conversational AI is a broad term for a group of technologies which use speech as their main input and / or output. Businesses are increasingly offering a virtual agent as an alternative service option, totally removed from their IVR and voice channel. How does conversational AI work? What are the benefits of conversational AI?

Interactive Voice Response 52

Interactive Voice Response Virtual Agent Upselling Chatbots 52

CSM Magazine

FEBRUARY 25, 2020

Kjell Rune Tveita, CIO and Head of Group Services at If, said: “We chose Puzzel because the chat bot solution from Boost.ai Virtual agents are quickly gaining in importance. offers the ability to build advanced automated services. When you are interested in a service or product, you do not want to wait. ” About Puzzel.

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Virtual Agent contact center solutions Contact Center Cloud contact 59

Creative Virtual

JANUARY 7, 2020

Those lyrics popped into my head as I contemplated the sixteen years I’ve spent growing Creative Virtual since founding the company in London’s East End. I’m most proud of building a successful, world-leading company over a sustained period of time with an amazing group of people and keeping our independence along the way.

Virtual Agent 40

Virtual Agent Chatbots Enterprise Banking 40

DMG Consulting

AUGUST 2, 2017

In this age of digital transformation, customers and prospects must be able to easily access an enterprise from any channel – phone, self-service (websites, interactive voice response (IVR) systems, intelligent virtual agents (IVAs)), email, chat, co-browse, SMS, social media and video.

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Interactive Voice Response Contact Center CRM Virtual Agent 96