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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SmartAction

NOVEMBER 22, 2023

In this article, we’ll explore why you should implement voice-driven AI in your call center, and provide tips for contact center managers when implementing this technology. 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.

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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. By Mandy Reed, Global Head of Marketing.

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Creative Virtual

APRIL 7, 2020

In Part 1 of this series , I talked about the immense pressure organisations are under to deliver quality service and support over digital channels during this period of coronavirus-related quarantines, lockdowns and stay-at-home orders. Agents have access to a virtual agent that understands questions asked in natural language.

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SmartAction

OCTOBER 26, 2023

Virtual health agents are now stepping in to address queries related to symptoms or the care of potentially infected individuals, thereby reducing the strain on overwhelmed contact centers and enabling patient self-service. Virtual agents offer an additional advantage to healthcare providers – cost savings.

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Creative Virtual

APRIL 21, 2022

Here are a few questions to ask about your customer service to help make it more pleasant than cleaning a toilet: Do you make it easy for customers to reach your contact center? Self-service options like chatbots and virtual agents are increasingly preferred by customers, but they can’t – and shouldn’t!

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Creative Virtual

OCTOBER 3, 2022

It’s always a challenge to decide which posts to include, but my goal is to select ones on a variety of customer service topics that deliver expert insights, actionable tips, and/or thought-provoking questions. The Generic ‘Chat Now’: Virtual Agent or Live Chat? This requires courage – customers will speak their mind! –

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3CLogic

MAY 26, 2022

Effective customer experience management empowers your virtual agents to support each customer as an individual. On the other hand, contact centers with more siloed customer service management processes will see their disadvantages compound every year. 4 Tips For An Effective Customer Experience Strategy.

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Creative Virtual

MAY 4, 2021

Your chatbot or virtual agent should be designed to create a better experience by providing quick, easy support. Creating a 20/20 Vision for Your Employee Self-Service Strategy – Includes three steps and examples of conversational AI use cases for a customized employee support strategy.

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SmartAction

DECEMBER 3, 2020

From answering symptom-related questions or how to care for potentially infected family members, virtual health agents are helping to deflect calls from inundated contact centers by enabling patient self-service. More importantly, patients have quick access to information and self-service options whenever they need it.

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Creative Virtual

JULY 8, 2021

This is most certainly true when it comes to creating chatbots for customer self-service, and too often organisations fall into the DIY trap. When you read Maria’s tip, you might think that structuring the chatbot’s answers in that way should be common sense. It sounds so logical.

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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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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. They used their existing virtual agent implementations both to analyse customer needs and deliver 24/7 support for better customer service.

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Creative Virtual

MARCH 25, 2019

Creative Virtual Founder & CEO, Chris Ezekiel will be presenting a seminar on Thursday at 14:00 in Theatre 16 , ‘Top Tips for Implementing Chatbots and Virtual Agents in 2019’. The post C+UX: Innovations and Tips for Your Customer Experience Strategy appeared first on Creative Virtual.

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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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SmartAction

DECEMBER 12, 2023

With our conversational AI platform and our proprietary intent-building process, we’ve cut virtual agent design and deployment time by 85%, offering our clients not just speed, but unparalleled efficiency and effectiveness. Faster deployment times, tailored AI solutions, and proactive monitoring are just the tip of the iceberg.

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Creative Virtual

JULY 27, 2022

These solutions include both tools designed specifically to support agents as well as customer-facing tools that create easier digital self-service. Offering 24/7 intelligent self-service options to customers alleviates pressure on busy contact centres by reducing the number of incoming contacts.

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Creative Virtual

FEBRUARY 24, 2022

All of these scenarios provide a frustrating, negative self-service experience. They often lead to an escalation to a live chat session or a call to the contact centre for resolution, meaning your support agents are left to deal with the immediate impacts of that poor experience.

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Creative Virtual

OCTOBER 4, 2021

At the end of the day, customer service is all about people helping people – whether that’s designing self-service tools or answering calls in the contact centre. 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.

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Creative Virtual

JANUARY 9, 2020

That “expecting more” includes effective service across touchpoints. For organisations, that means offering end-to-end engagement that blends self-service and human assisted support options. The guide includes: Three steps for creating a successful chatbot, virtual agent and live chat strategy.

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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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Creative Virtual

OCTOBER 7, 2019

Here’s our annual blog post roundup of trends, tips and stats to help you consistently deliver a five-star customer service experience: Top Tips for Implementing a Chatbot or Virtual Agent in 2019 – These eight tips address the most important items organisations should consider when evaluating and deploying chatbot or virtual agent technology.

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aircall

DECEMBER 30, 2016

A virtual call center will also allow your team to work remotely. Virtual agents can be hugely advantageous to a call center especially a fledgling one. Don’t neglect your remote agents , if they exist. Last, but certainly not least, your call center will need agents to man its stations. Internal communication.

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Creative Virtual

JANUARY 17, 2023

They have an established history of delivering successful virtual agent and chatbot solutions. A conversational AI specialist has a focus on creating successful self-service experiences through tightly integrated and personalised conversational engagement. Did you answer YES to any of these questions?

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JustCall

MARCH 7, 2023

These virtual agents are built on Natural Language Processing (NLP) technologies to offer real-time customer service. Conversational AI and chatbots can automate workflows in contact centers by helping customers resolve common queries and perform self-service tasks without human intervention. per contained call.

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aircall

DECEMBER 30, 2016

A virtual call center will also allow your team to work remotely. Virtual agents can be hugely advantageous to a call center especially a fledgling one. Don’t neglect your remote agents , if they exist. Last, but certainly not least, your call center will need agents to man its stations. Internal communication.

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Creative Virtual

SEPTEMBER 17, 2019

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. The industry suddenly became saturated with both false promises about the capabilities of the technology and a plethora of new start-ups claiming to have AI-powered customer service bots.

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Creative Virtual

MAY 27, 2021

However, when you delve into the real reasons behind these claims, you realise that it’s not the automated self-service tool that customers hate but rather the poor experience that some of them are delivering. Rachel F Freeman, a conversational AI expert, started working with chatbots and virtual agents in 2000.

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Creative Virtual

OCTOBER 24, 2019

I’ll also share my top tips for incorporating these technologies into CX strategies for long-term success. You can also check out our Top Tips for Implementing a Chatbot or Virtual Agent for recommendations on taking the next step on your journey to implementing a successful chatbot or virtual agent.

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Creative Virtual

OCTOBER 22, 2019

In particular, Liam will discuss how chatbot and virtual agent technology is now being used in a much more sophisticated way to create conversations with customers and deliver personalised service experiences.

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Creative Virtual

JULY 10, 2019

Our Founder & CEO, Chris Ezekiel’s opening keynote – Taking Your CX into the Future with Conversational AI – got the day started with a look at AI-enhanced chatbots, virtual agents and live chat. We had a number of attendees stop by the Creative Virtual table to see more live examples of chatbots and virtual agents.

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Creative Virtual

OCTOBER 1, 2019

Organisations that want to empower customers to self-serve, and ensure they have a positive experience while doing so, need to offer those tools to customers themselves. While self-service is increasingly imperative to a customer’s experience, that doesn’t mean that the one-on-one human interaction is no longer important.

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Creative Virtual

OCTOBER 4, 2018

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. Happy Customer Service Week! They are missing a chatbot.

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SharpenCX

OCTOBER 15, 2023

In the early days of self-service, we often talked about looking for “low-hanging fruit” when identifying where to start. Common customer-facing AI-powered technologies include Virtual agents to answer basic customer questions or guide them to information. While that’s a very technical description, it’s solid thinking.

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Lumoa

NOVEMBER 30, 2022

Another great idea to explore is offering a digital sales agent that is voice-enabled. In turn, the virtual agent may respond with talk-back capability, allowing seamless B2C interaction. Beyond this, you should provide multiple language options so that your customers can use the service no matter where they are in the world.

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Creative Virtual

OCTOBER 18, 2018

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. The post Creating Intimacy with APAC Customers Through Artificial Intelligence appeared first on Creative Virtual.

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Creative Virtual

OCTOBER 1, 2018

Whether delivered face-to-face or over digital channels, your customer service is a key part of your overall customer experience and a big factor in customer loyalty. Companies need to be realistic in their expectations about chatbots and virtual agents and how these solutions integrate with the changing role of the contact centre.

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