Knowledge Management

Empowering Call Centre Agents: “If you don’t know, ask Mo!”

02 Nov 2016

call centre

By Rachel Freeman, Head of Operations

“If you don’t know, ask Mo.” This is the slogan I heard repeated by at least one of the very able Motability Operations trainers as they were training a new group of recruits during my recent site visit.

This is not a throw away comment! Ask Mo – the Motability Operations self-help tool used by 200 of their advisor/call agents – is the essential tool for a new recruit as notetaking in training is not encouraged and manuals are no longer distributed. The focus is about “empowerment” to know where to access the knowledge as opposed to making sure that all the knowledge is recalled. Read more

Debunking the Myth that Digital Customer Solutions Seem Labor Intensive and Costly to Maintain

26 Jul 2016

Quick Solution

By the Creative Virtual Team

Any company considering a new system that will bring about broad changes to their operation has to think about cost. A valuable business platform has a labor and capital cost involved to install and maintain the system: V-Person™ is no different. However, our solution has a few important characteristics that help you keep maintenance costs lower than you might think.

Data Tracking and Analytics

The key to getting better at a high-volume activity like customer communication is tracking and analyzing data. Our V-Portal™ platform features a powerful reporting functionality that can track metrics like:

  • Call deflection
  • First contact resolution
  • Conversion rates
  • Customer satisfaction levels

You can also use V-Portal’s reporting system to determine which questions or concerns are most common. Read more

The Contact Centre in its Current Form is Finished

21 Jul 2016

contact centre

By Chris Ezekiel, Founder & CEO

Recently I presented Creative Virtual’s fourth annual Technology Innovation Showcase with CRMXchange. As I mention every year, this is one of my favourite webinars to do because it’s mostly live demonstrations with very few slides. Seeing the technology in action is the best way to understand how your organisation can implement these solutions to improve your customer experience.

This year’s webinar, Combining the Virtual and the Real for Customer Engagement Success, focused mostly on bringing together virtual agents and live chat. I started my presentation with some recent statistics from Forrester showing the growing usage of virtual agents and live chat. Read more

Can V-Person™ customer support platform integrate with existing business databases?

20 Jul 2016

V-Person integration

By the Creative Virtual Team

Yes. Our solution was not designed as a platform to operate separately from your other business systems. Instead, we created our virtual assistant with the ability to draw on other tools being used by various departments across the organization. Not only does this make the implementation of your virtual assistant much easier, it enhances the customer experience in a few important ways.

How our self-service customer support solution integrates with other knowledge sources

One example of AI knowledge integration is the practice of uploading content to an artificial intelligence entity so that it can incorporate the information in its day-to-day activities. Read more

Knowledge Management + Virtual Assistants = Award-Winning Contact Centre Solutions

19 Apr 2016

The Forum's Customer Strategy and Planning 2016

By Mandy Reed, Marketing Manager (Global)

In 2015 Motability Operations, a long time Creative Virtual customer, was recognised with the Innovation Award for Sustainable Culture as part of the Customer Contact Innovation Awards presented by The Forum. The judges selected Motability Operations because “their approach to knowledge management builds trust and supports effective conversations, getting it ‘right first time’, optimising call length and – above all – helping advisors give customers confidence.”

This year, The Forum has generously invited Creative Virtual to their annual flagship Customer Strategy and Planning conference, which culminates with the Customer Contact Innovation Awards gala dinner. Chris Ezekiel, Founder & CEO, will present a lunchtime showcase to demonstrate the technology behind Motability Operations’ award-winning approach to knowledge management. Read more

Virtual Agents and Human Agents Join Forces for Customer Service in 2016

21 Jan 2016

call center agent cartoon

By Mandy Reed, Marketing Manager (Global)

The New Year is here, and with it the much anticipated 2016 predictions, outlooks and trends for just about every industry and field, including customer service. With customer service a key part of the overall customer experience, every organisation should be keeping an eye on developments in the space and evaluating which can help improve support for their existing and potential customers.

Analyst Kate Leggett shared five of her top trends to watch this year in her blog post Forrester’s Top Trends for Customer Service in 2016. Trend number one should come as no surprise: Companies will make self-service easier. Read more

CBD in Arabic: “Upside down and right-to-left”

03 Dec 2015

CBD Arabic

By Björn Gülsdorff, Head of Business Development

It’s been very exciting times recently as we prepared the launch of an Arabic version of Commercial Bank of Dubai’s (CBD) Virtual Assistant Sara. Building a virtual assistant in Arabic turned the interface and our natural language processing upside down.

Or, to be precise, it flipped it from left-to-right to right-to-left.

Once again, we saw the advantages of our rule based approach: Starting from the English version of Sara, we created a language library and a CBD knowledgebase in parallel. Doing this, we focused on the content needed for the project at hand, without having to start with complicated language models, grammars and whatnot. Read more

Virtual Assistants and Knowledge Management: your complementary customer engagement solution

09 Sep 2015

building blocks

By Chris Ezekiel, Founder & CEO

My favourite webinar to present is the Technology Innovation Showcase that Creative Virtual has done for three consecutive years with CRMXchange. Why? Most other webinars require me to stick to just presenting slides, but the Tech Showcase gives me the opportunity to give live demos of some of our current implementations. The best way to truly showcase our Smart Help solutions – and for you to understand how they work – is to show them in action. I’m guessing many of you agree since we had one of the highest number of registrants and attendees that CRMXchange has seen for their Tech Showcase series! Read more

Innovation Showcase to Feature Knowledge Management and Virtual Assistant Technology

25 Aug 2015

tech showcase blog

By Mandy Reed, Marketing Manager (Global)

As new customer contact channels (such as mobile and social media) gain popularity and traditional channels (such as phone) continue to remain key to customer engagement, organisations are faced with a challenge of providing consistent, accurate and personalised information to customers across the growing range of channels. Our 2015 Global Customer Support Outlook Survey revealed that when it comes to managing and delivering relevant content, the top obstacle is creating and maintaining consistent information in one system across the organisation.

Chris Ezekiel, Creative Virtual Founder & CEO, will address this challenge in the upcoming Technology Innovation Showcase with CRMXchange. Read more

New Survey Report: 2015 Global Customer Support Outlook Survey Results

30 Jun 2015

I

By Chris Ezekiel, Founder & CEO

Today Creative Virtual released the results of our 2015 Global Customer Support Outlook Survey. This survey is a follow-up to the one we conducted in 2013 and solicited input from customer experience professionals via an online questionnaire fielded between April and May of this year. Not surprisingly, a majority of participants from around the world said that improving their overall customer experience is extremely important to them this year, with many of them also placing great importance on resolving customer inquiries faster and improving customer engagement.

It’s certainly no secret that today’s customers are placing a growing significance on their experiences with brands when making purchasing decisions, and the customer service and support your organisation offers plays a major role in the overall experience. Read more

2015 FStech Awards Shortlist Includes Smart Help Solution from Creative Virtual

08 Jan 2015

2015 FStech Awards

By Mandy Reed, Marketing Manager (Global)

We’re excited to start off the year with the announcement that Creative Virtual has been named as a finalist for the 2015 FStech Awards in the category of ‘Online Technology Provider of the Year’. In its 15th year, the FStech Awards programme recognises excellence and innovation in the field of information technology within the UK and EMEA financial services sector. This year the winners will be announced on 26 March at a Gala Dinner and Awards Ceremony in London.

Our shortlisted entry featured the Smart Help solution currently deployed for TSB, specifically the additional integration and functionality released during 2014 to further improve the online customer experience by creating one central system for asking questions. Read more

V-Portal™ Earns Us a Spot as a KM Promise Award Finalist

23 Oct 2014

KM Promise

By Chris Ezekiel, Founder & CEO

As pioneers in the virtual assistant space, Creative Virtual is well known for our highly accurate natural language virtual assistants. One of the key factors that sets us apart from our competitors is that our virtual assistants are backed by our innovative knowledge management platform, V-Portal – a unique offering in the marketplace today.

We are proud to share the news that our V-Portal technology and the current implementations of that technology have earned us recognition as a finalist for the 2014 KM Promise Award! Sponsored by KMWorld Magazine, this award is designed to celebrate the success stories of knowledge management. Read more

Analyst Report: A Very Good Report Card for V-Person™ Technology

01 Jul 2014

evaluation

By Mandy Reed, Marketing Manager (Global)

The Patricia Seybold Group, a strategic advisory service for customer-centric executives, recently released their second evaluation of Creative Virtual’s V-Person technology. This independent report, written by Mitch Kramer, Senior Consultant and titled Creative Virtual V-Person: Delivering Personalized Answers to Customers’ Questions, serves as a follow-up to the original review produced in 2012. In the report, Mitch evaluates our virtual agent technology against a rigorous set of customer-focused criteria important to organisations that want to improve customer experience, increase brand loyalty and reduce customer support costs.

The detailed, 37-page analysis takes a deep dive into V-Person and V-Portal™ (our knowledge management, workflow management and business intelligence reporting platform) and outlines how our technology can be used to deploy virtual agents on web, mobile, social and IVR channels to answer customers’ questions directly or through guided, question and answer dialogs. Read more

Talk, Type and Tap for Personalized Answers in Any Channel Webinar Available Now

08 May 2014

By Richard Simons, CEO, Creative Virtual USA

Last week, Creative Virtual USA sponsored a webinar featuring speaker Kate Leggett, Principal Analyst, Forrester Research, Inc. entitled “Enabling Your Customers to Talk, Type and Tap to Get Personalized Answers in Any Channel.”

KATEThis webinar examined the changing landscape for businesses in the Age of the Customer. Kate provided some interesting insights into the increasing focus of businesses on customer experience and the investments companies are making in consumer-facing technologies. Kate also examined the pitfalls and challenges of actually delivering on this good customer experience promise in a time where people are spending more and more time on multiple channels and may use several devices to complete a single transaction. Read more

Improve Customer Experience with Smart Help Solutions

08 Apr 2014

By Chris Ezekiel, Founder & CEO

Smart Help is all about providing consistent and accurate information to your customers regardless of what channel they use to contact you, and natural language virtual agents are a great way to reach that goal. Recently I had the pleasure of being joined by Kathryn Daniels from National Rail Enquiries, Alison Chapman from Motability Operations, and Maria Ward from our partner company The Virtual Zone for a live webinar showcasing real Smart Help solutions. Both NRE and Motability Operations have been using our technology since 2007 as part of their overall customer support strategies with great success. Read more

#CV10Years – V-Portal™ is Revealed to the World

25 Mar 2014

By Peter Behrend, Chief Technical Officer

For the first part of the company’s history, Creative Virtual was focused on providing natural language virtual assistant solutions as a standalone self-service solution. As our solutions became more sophisticated, additional possibilities for service channels began to emerge, and consumer preferences and expectations changed, it became increasingly obvious to us that the future of our technology would be much more than just virtual assistants. And so we embarked on a mission that resulted in what you today know as V-Portal, our multi-channel knowledge management, workflow and business intelligence tool.

V-PortalWe officially announced V-Portal to the world in October 2012, but that was by no means the beginning or the end of our journey. Read more

See Smart Help Solutions in Action

13 Mar 2014

By Mandy Reed, Marketing Manager (Global)

On Wednesday, 26th March Creative Virtual will be hosting a complimentary, live webinar on smart help solutions featuring two of our customers: National Rail Enquiries and Motability Operations. The speaking panel will include Kathryn Daniels, Information Development Manager at NRE, Alison Chapman, Communication and Development Manager at Motability Operations, and Maria Ward, Head of Web Services at The Virtual Zone, our partner company.

Smart Help Solutions in ActionBoth NRE and Motability Operations have been using Creative Virtual’s technology since 2007, and their well-established natural language smart help solutions continue to play important roles in their overall customer experience strategies. Read more

Top US Bank Goes Live with Creative Virtual Solution

27 Feb 2014

By Courtney Schreier, Marketing Manager

We are incredibly pleased to announce that one of the top banks in the US has gone live using our V-Person™ technology for a self-help system.  We estimate that this is the largest installation of an intent-based natural language system in the financial services industry today.

But what’s even more exciting about this deployment is the part V-Portal™has played in it.  V-Portal is our proprietary knowledge management system that allows for advanced personalization across channels.  This is a unique feature in the marketplace today.  From the business perspective, it means that customers are delivered a unique and exceptional experience that is tailored to them and the products and services they are using with the bank. Read more

Johan Jacobs Discusses the New Age of Self-Service

20 Feb 2014

By Richard Simons, CEO, Creative Virtual USA

Last Wednesday, I participated as a panelist in a webinar with Johan Jacobs, Former Gartner Research Director.  Johan and I asked  registrants of the webinar to submit questions for our roundtable while signing up for the event, entitled “Enabling Customers to Talk, Type and Tap to get Personalized Answers in any Channel.”  We received a great response prior to the event in terms of questions asked.  Unfortunately, we were not able to get to all of the questions posed during our live Q&A session.  Johan was kind enough to answer some of these questions later. Read more

January’s Featured Executive Interview with CRMXchange

21 Jan 2014

By Chris Ezekiel, Founder & CEO

Executive InterviewIt is my great pleasure to be CRMXchange’s featured Executive Interview for the month of January, and I thank them for giving me the opportunity to once again be a part of their interview series. This interview was a great chance for me to kick off 2014 discussing some of my favourite topics: customer experience management, personalised self-service and, of course, virtual assistant technology.

Since it is January, the interview starts off with my thoughts on the most important customer service experience management priorities for companies in the new year. I discuss how the power and flexibility of today’s virtual assistant technology allows organisations to deliver personalised self-service options for customers across multiple channels. Read more