Top Bank Deploys Creative Virtual’s Natural Language Self-Help System

V-Person™ system provides personalised answers based on customer profiles

Creative Virtual is very pleased to announce that its V-Person™ technology is powering the largest installation of a natural language self-help system in the financial services industry today.

The V-Person system provides personalised answers to logged-in customers based on the services and products that they use. The system provides answers to the bank’s customers live, while reporting Voice-of-the-Customer feedback to the bank in real-time. This functionality is made possible by V-Portal™, Creative Virtual’s proprietary knowledge management system that enables answers to be personalised for each user based on their profile.

“This has been a really great project to implement; V-Portal has made it possible for us to provide personalisation and a high level of accuracy and customer satisfaction,” Paulo Barrett, Vice President Services, Creative Virtual USA said.

The system was deployed with Creative Virtual ’s Financial Services template, which is based on over 3000 questions commonly used in the industry. Creative Virtual also has similar templates for other vertical markets, based on proven customer data.

Creative Virtual’s V-Person enables customers to talk, type and tap to get personalised answers in any channel. Creative Virtual offers a multi-modal interface with speech-to-text natural language processing built in. V-Portal, the knowledge management system provides a combination of structures for products/services/channels, natural language tools, graphical Dtree editor, release management, workflow, and real-time Voice-of-the-Customer reporting.

Courtney Schreier
email: [email protected]


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