Virtual Assistants

[Meet the Team] Jeff Clifford: Over Ten Years of Building and Implementing Natural Language Virtual Agents

19 Oct 2017

Jeff Clifford

By Mandy Reed, Marketing Manager (Global)

Creative Virtual is one of only four companies in London to be recognised by The Queen’s Awards for Enterprise in the category of Innovation in 2017. The company was selected for this honour not only for our innovative technology, but also because of the hard work and dedication of our global team. Creative Virtual’s experienced, expert team is what sets the organisation apart from others in the industry. As part of the five-year celebration of our Queen’s Awards for Enterprise, we’re talking with some members of the Creative Virtual team about the technology, their involvement in the industry and what winning this award means to them. Read more

Chatbots are Transforming the Way Mobile Apps are Built and Used

12 Oct 2017

mobile apps

By Mandy Reed, Marketing Manager (Global)

“By 2021, more than 50% of enterprises will spend more per annum on bots and chatbot creation than traditional mobile app development.”

As one of Gartner’s top strategic predictions for 2018 and beyond, this projection really drives home the fact that chatbots are more than just a passing fad. Gartner explains that chatbots are becoming the face of artificial intelligence (AI) and transforming the way apps are built. Forward-thinking organisations are staying a step ahead of their competitors by examining their digital strategies and finding ways to incorporate chatbot technology into their customer engagement plans. Read more

Excellent Customer Service: What’s the secret to achieving success now and in the future?

05 Oct 2017

customer service success

By Susan Ott, Customer Success Manager, USA

Often, customer service can be a challenging world. Solving problems, providing information, making sure things run smoothly…it’s not always easy.

When I take a moment and think about companies that emanate unmatched customer service, I see an atmosphere in which employees and management alike are engaged on the front lines with their customers. Pride in the company you work for should always be at the forefront of every interaction. That emotion of pride instills a sense of teamwork and customers can feel it!

Companies who employ individuals who go above and beyond will always win me over. Read more

Improving Engagement and Empowering Your Team

28 Sep 2017

empower CX team

By Liam Ryan, Sales Director

Every day I speak with organisations going through digital transformations, particularly in regards to their customer service initiatives. Selecting the right software and working with a knowledgeable provider can make or break these efforts. Organisations need technology solutions that are cutting-edge but that also complement existing systems and infrastructure.

This is exactly what we do at Creative Virtual, and I am proud to share that it has earned us a spot as a finalist in the category of ‘Software Innovation of the Year’ in the 2017 Digital Entrepreneur Awards (DEAs)! To be shortlisted, we needed to demonstrate that our software improves engagement and output, and empowers individuals and teams, which fits perfectly with our company vision. Read more

Cutting Through the AI Hype

19 Sep 2017

AI & Robotics

By Liam Ryan, Sales Director

Last year when I attended the Social Robotics & AI conference I had the pleasure of speaking with Professor Noel Sharkey which brought back memories of being a contestant on Robot Wars. This month I attended the event, now called AI & Robotics THE MAIN EVENT, for a second year and again got to hear Professor Sharkey speak. This time I started reminiscing about my appearance on Techno Games where he was also a judge. I was also very aware that the robot my team entered into that competition back in 2002 seemed like a child’s school project when compared with the robots at this event! Read more

Is the Contact Centre Part of Your Digital Transformation Programme?

15 Sep 2017

contact centre

By Chris Ezekiel, Founder & CEO

I say this every year, but the Technology Innovation Showcase webinar Creative Virtual does with CRMXchange is one of my favourite webinars to present. This was the fifth year running that we’ve participated in the webcast series, and it was our most popular one yet with a record-breaking number of registrations. I love this webinar because it gives me a chance to share more live demonstrations than slides, and I know the best way to understand how our technology works and what it can do for customers and organisations is to see it in action. Read more

AI in the Corporate World Today

07 Sep 2017

2017 AI & Robotics

By Mandy Reed, Marketing Manager (Global)

Artificial Intelligence (AI) has long been the stuff of science fiction, often portrayed as becoming evil and turning against its human creators – from robots rising up to destroy humanity to supercomputers trying to take over human minds. In recent years, however, AI has moved from something seen as a far-off dream of the future to an actual reality in households and workplaces around the world. AI is powering the voice assistants on our phones and in our homes, the self-driving cars appearing on our streets and the chatbots that are popping up on messaging platforms like Facebook Messenger and WeChat. Read more

The Most Innovative Customer Support Tool

02 Aug 2017

2017 Technology Innovator Awards

By Chris Ezekiel, Founder & CEO

At Creative Virtual our vision has always been to offer organisations the technology to enable seamless, fully-integrated, end-to-end customer engagement, and to back that technology with the experience of an expert, knowledgeable team. We saw this vision come to fruition last year when we officially added V-Person Live Chat™ to our suite of Smart Help solutions. Since then, our roadmap has continued to be all about providing a world leading enterprise level end-to-end customer engagement platform.

It is an honour to have this vision and hard work recognised for a third straight year by the Technology Innovator Awards. Read more

Infographic: Are Chatbots and Artificial Intelligence Threats to Your Contact Centre?

13 Jul 2017

AI threat to contact centre infographic

By Mandy Reed, Marketing Manager (Global)

Some academics and experts are warning about the dangers of artificial intelligence (AI) – predicting everything from a huge loss of jobs to the end of the human race. At the same time, industry analysts are predicting significant increases in chatbots and virtual agents in the customer service space. So what does this mean for your contact centre? Should you approach chatbots and virtual agents as threats? Are contact centres about to become completely automated?

Check out the new infographic below for a realistic overview of the impact AI, chatbots and virtual agents are having on the contact centre. Read more

Calling All Chatbot Enthusiasts to Berlin!

20 Jun 2017

Chatbot Summit

By Mandy Reed, Marketing Manager (Global)

Chatbots will take centre stage – along with the Development & AI Stage and the Product & UX Stage! – in Berlin next week at the Chatbot Summit. In its second year, the summit will bring together industry experts, established vendors, new start-ups and chatbot enthusiasts for a day of keynote presentations, panel discussions and networking opportunities on Monday, 26 June 2017.

Creative Virtual is pleased to be a sponsor of this year’s summit and to have Björn Gülsdorff, our Head of Business Development, joining the list of esteemed event speakers. Björn’s keynote presentation, Enterprise Chatbots: Taking a Hybrid Approach to Machine Learning, is scheduled for the afternoon on the Development & AI Stage. Read more

Conversational Commerce for Demanding APAC Customers

23 May 2017

HKCCA International Symposium

By Philip Chuck, Territory General Manager, Greater China

Effortless, Accurate, Seamless, Effective. When it comes to customer service, this is what customers expect. Yet putting the right technology, process and people in place to delight customers presents challenges for companies. This sparked insightful discussions during the 2017 Hong Kong Call Centre Association (HKCCA) International Symposium on 28 April.

One hot topic was the growth of conversational systems – chatbots and virtual assistants – in Asia Pacific. Creative Virtual Founder & CEO, Chris Ezekiel, addressed this in his presentation titled Taking Your Contact Centre into the Future with EASE. He talked about the changes contact centres need to make to meet customer expectations, including best practices for bringing together chatbots and virtual agents with live chat. Read more

IAC London 2017: Real use cases and best practices for natural language intelligent assistants

27 Apr 2017

intelligent virtual assistant

By Mandy Reed, Marketing Manager (Global)

Chatbots continue to be a hot topic for customer service and marketing with more and more organisations beginning to realise the potential benefits of automated conversational systems. The best way to learn about this technology, how it can be implemented and its place in the future of customer experience is to engage with companies already using it and industry experts. Opus Research’s Intelligent Assistants Conference (IAC), returning to London for a second year, offers the opportunity to do just that. The conference will feature a series of keynote addresses, expert panel discussions, case studies and networking opportunities. Read more

Breakthrough CX Innovations that Create Customer Delight

30 Mar 2017

customer delight

By Mandy Reed, Marketing Manager (Global)

“Customers are increasingly starting their support journeys online and leveraging self-service options, but that doesn’t mean that the need for live agents will disappear. Instead organisations need to implement the right combination of virtual and real support and integrate those channels properly in order to provide personalised and seamless support for customers.”

– Chris Ezekiel, Founder & CEO, Creative Virtual

On Thursday, 6th April 2017 at 7:00 pm UK/ 2:00 pm ET CRMXchange will host a Tech Tank Roundtable webinar titled Customer Delight: Live Demonstrations of Breakthrough Innovations. The live webcast will feature a panel of industry experts, including Creative Virtual’s Chris Ezekiel, showcasing emerging customer experience solutions that are beginning to impact the contact centre. Read more

From Novelty to Proven Self-Service Tool: Creating the Best Virtual Assistant Solutions

29 Mar 2017

Best Virtual Assistant Solutions

By Chris Ezekiel, Founder & CEO

When I founded Creative Virtual over 13 years ago, virtual assistant and chatbot software was still very much in its infancy. We were a pioneer in the industry and over the years have played a key role in the development and adoption of this technology. It has been exciting to experience first-hand the evolution of these solutions from being considered a novelty in the early days to now being a tried and tested tool employed by large enterprises around the world for providing digital self-service.

Over the years, the ingenuity and dedication of the Creative Virtual team has enabled us to improve the conversational abilities of our V-Person™ virtual agents through advances in natural language processing and AI. Read more

AI Costs People Their Jobs!!!

24 Mar 2017

AI Revolution

By Mike Murphy, COO, Creative Virtual USA

You’ve seen the “Technologists” and “Futurists” with their neon-framed spectacles warning us that the Artificial Intelligence (AI) Revolution is going to put all of us out of work. Well…maybe they were right this time! We saw a couple of big news stories just in the last couple of months…first IBM Watson devoured some poor souls at MD Anderson and PWC, then Facebook lost a few fingers in the chatbot gears. The robots did indeed take some jobs…but not in the way the Futurists predicted. These folks were technology casualties because they were operating under the premise that their technology alone can do great things. Read more

Live Chat vs. Virtual Agents: A Story of Overcoming the Divide to Work Together in Perfect Harmony

10 Mar 2017

live chat & virtual agents

By Chris Ezekiel, Founder & CEO

In the not too distant past it wasn’t uncommon to come across organisations struggling to decide between using live chat or a virtual agent on their website for customer support. The customer service marketplace took a very polarised view of these technologies with proponents of each making strong arguments for why their preferred solution was the best for cutting costs, boosting revenue and bettering the customer experience. Even today, some companies still view this as an either-or decision: either they give customers the option to get support online from human chat agents through live chat or they provide a virtual agent so that customers can self-serve online through automated chat. Read more

CX in 2017: A Tale of Empowered Customers, AI and Self-Service

10 Jan 2017

customer experience

By Mandy Reed, Marketing Manager (Global)

For many the end of 2016 couldn’t come soon enough, with the dawn of the New Year bringing a fresh start and a clean slate. Yet, according to Forrester, companies are starting 2017 under attack. While traditionally we would think of this pressure as coming from competitors, today’s organisations are under attack from their customers. Forrester Analyst and Vice President Dane Anderson explains:

“Three years ago, Forrester identified a major shift in the market, ushering in the age of the customer. Power has shifted away from companies and towards digitally savvy, technology-empowered customers who now decide winners and losers.”

For example, Forrester identifies consumers in Asia Pacific as changing along five key dimensions:

  • Increasingly willing to experiment
  • Reliant on technology
  • Inclined to integrate digital and physical experiences
  • Able to handle large volumes of information
  • Determined to create the best experiences for themselves

Forrester has found these key points to explain evolving customer trends and increased customer empowerment. Read more

Technology That Saves Time, the Most Important Resource of All

13 Dec 2016

save customers time

By Chris Ezekiel, Founder & CEO

As we quickly approach the end of 2016, I’m excited to share the news that Creative Virtual has been recognised with two 2016 Softech Business Awards: ‘Best Self-Service CX Technology Company 2016’ and ‘Most Innovative Enterprise CX Management Solution: V-Person™’! Softech Intl Magazine’s 2016 Business Awards is a new awards programme designed to commend industry leaders who are dedicated to changing their field and fundamentally saving time, the most important resource of all.

For nearly 13 years the team at Creative Virtual has worked to develop, implement and constantly improve our self-service technology. It’s an honour to be called the best and to be recognised for our dedication to innovation. Read more

What to Consider When Deploying Chatbots

06 Dec 2016

chatbot

By Mike Murphy, VP of Customer Success, Creative Virtual USA

Launching a new digital customer service and sales solution can be equal parts exciting and intimidating, especially if your company is new to alternative digital care and sales solutions. But deploying chatbots to lower customer effort and improve the speed at which they can get the help they need isn’t as difficult as you might think.

Here are a few things to keep in mind to ensure an easy, successful chatbot launch:

  1. Build from Customer Conversations, not FAQs

Your chatbot is designed to have conversations with your customers – not to dispense one-sided lectures. Read more

5 Common Misconceptions About Chatbots

23 Nov 2016

chatbots

By Alexandra Clements, Sales Support Specialist, Creative Virtual USA

Any relatively new technology usually comes with many questions. Chatbots are no exception – uncertainty and disinformation about AI virtual agents are abundant, but that doesn’t mean these solutions aren’t valuable.

Here are five misconceptions about chatbots and the real story behind each one:

  1. Your chatbot solution needs to be extremely comprehensive before launch

Many first-time chatbot users make the mistake of limiting the way they deploy their virtual agents. These users believe that an imperfect solution is unacceptable – their virtual assistant must be able to address almost any question or concern before it goes live. Read more