Creative Virtual Publishes New Whitepaper on Using Chatbots and Virtual Agents for Customer Engagement

This thought leadership piece demystifies the names, uses and future of digital customer engagement tools

Creative Virtual, a world leader in self-service customer engagement solutions, recently published a new whitepaper addressing the confusion around automated conversational systems in the current marketplace titled ‘Virtual Agents and Chatbots and Avatars – confusing or what!’. It is designed to act as a resource for professionals involved with customer engagement, customer experience, customer service, marketing and sales as well as those responsible for employee support and decision makers in the contact centre.

chatbot virtual agentThis comprehensive whitepaper walks readers through:

  • The names and terminology being used for these systems in the customer engagement space
  • The technology and AI behind chatbots and virtual agents
  • Selecting a tool that’s right for your company and your customers
  • Current use cases for conversational self-service
  • Preparing for the future of digital customer engagement


“While all the media buzz around chatbots and AI has been great for bringing more attention to automated self-service during 2016, it has also created new confusion for the industry,” said Chris Ezekiel, Founder & CEO of Creative Virtual. “We regularly get inquiries from organisations in all corners of the world asking us to help them clarify the confusing jargon and better understand how these systems can be used to create positive customer experiences. This whitepaper addresses those questions and outlines how this technology should fit with your company’s digital customer engagement plan.”

A full copy of this complimentary whitepaper can be downloaded here.

Mandy Reed
email: [email protected]


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