Financial Services Company

Online Financial Services Company Reduces Live Chat Volumes by Over 80% with V-Person™ Technology 

The Challenge

In 2011, a well-known online financial services company in the United States had begun investigating the use of a virtual agent on some of their web pages offering Live Chat, given that a large majority of non-account specific questions asked during live chat conversations were repetitive. They began their search for a virtual agent solution to meet specific criteria:

  • State of the art Natural Language Processing (NLP) to ensure that the virtual agent was able to understand the sometimes complex questions asked by users
  • A system they could host in order to meet the stringent security regulations of their industry (reporting and controls that could meet SEC Rule 17a-4)
  • The ability to integrate with the existing Oracle Live Chat solution being used by Customer Service
  • A system they could ultimately manage and maintain themselves
  • A solution that could run in web, mobile and tablet environments
  • Integration with their back-end systems to provide a personalised experience for users
  • A system that could be extended throughout the organisation
  • Ability to work on Linux or Windows
  • Excellent value for money


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Industry Report

Patricia Seybold Group’s independent analyst report provides an in-depth review of Creative Virtual’s V-Person technology.

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