Combine Customer Analytics with Knowledge Management to Improve Customer Experiences
V-Portal helps enterprises build brand loyalty and increase customer engagement with an easier, more efficient way to manage customer conversations across mobile, web, and social media channels. Our solution delivers accuracy rates of over 90% and call deflection rates of up to 50%.
Why V-Portal Works
- Knowledge Management: V-Portal aggregates content from your internal databases and call centres, live chat transcripts and customer experiences that are used to create customer-specific conversations using natural language V-Person™ technology. By unlocking silos within your organisation, you can access, share and modify content based on real-time customer interaction data.
- Manage Workflow: Intuitive controls in V-Portal help define tasks so you can effectively manage your resources and update content. Tasks are configurable by project and displayed via a dashboard so users can quickly cycle through tasks like approvals and content creation. The audit trail helps set priorities and provides strong levels of accountability for content authors and other users of the system.
- Natural Language Engine: Our virtual assistants give customers the sensation of communicating with a “real” person who can hold entire conversations. Sophisticated logic and algorithms transfer customer queries to the knowledge centre to uncover intent and then return the appropriate answer. These conversations can be delivered through any medium, in any language and customised based on channel to enable authentic communications.
- Robust Reporting & Analytics: V-Portal provides valuable insights into customer behaviour and interaction that is unavailable with traditional web analytics. Transcripts of customer conversations can be easily managed and analysed giving you multiple, tacit views of what your customers are saying, thinking and feeling. You can also identify questions that have gone unanswered and view feedback, call deflection, conversion and satisfaction data right next to each question for a more real-time and granular view of your success.
- Comprehensive Management Support & Training: Whether hosted by Creative Virtual or on your site, V-Portal can be managed with the help of our team of experts, handled by your in-house team or a hybrid of both. As a managed service, Creative Virtual will handle the entire implementation and ongoing management using the V-Portal suite of tools. For in-house management, V-Portal has been designed for you to manage the complete system.
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