When it comes to incorporating artificial intelligence, chatbots, virtual agents and live chat into their customer support strategy, organisations need to make decisions based on realistic expectations. But with so much media hype and overpromising from some industry vendors, it can be a challenge to separate the truth from the myth.
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Media hype and overpromising from some industry vendors have created unrealistic expectations for AI chatbots, whilst at the same time industry analysts are predicting significant increases in chatbots and virtual agents in the customer service space. What does this really mean for the future of customer engagement and your contact centre?
Personalised, consistent and accurate engagement anytime, anywhere – customers expect it and are left disappointed when organisations fail to deliver it. With customer experience being a key factor in purchasing decisions, smart companies are turning to the combination of virtual and real support to successfully provide omnichannel engagement.
By Mandy Reed, Marketing Manager (Global) “Good, better, best. Never let it rest. ‘Til your good is better and your better is best.” I have very distinct memories of my mother repeating this saying to us kids when we were growing up and, in a classic ‘I’m turning into my mother’ moment, found myself saying […]
By Christian Evans, Junior KB Developer (Americas) No matter where you look, you can’t avoid the buzz about the seemingly alien Millennials. This is the group of people born somewhere between the early 1980’s and the early 2000’s, coming after the Gen X and the Baby Boomers who just can’t seem to understand them. What […]
With Christmas quickly approaching and the start of 2016 just around the corner, we wanted to take a moment to say thank you for making 2015 such a wonderful year! From being named a Cool Vendor by Gartner to the release of our ‘2015 Global Customer Support Outlook Survey’ results to the numerous awards won […]
By Karen McFarlane, VP of Marketing (Americas) Creative Virtual is proud to be named one of the most 20 promising customer experience management solution providers by CIOReview. CIOReview identifies “The Best” in a variety of areas important to tech business. Through nominations and consultations with industry leaders, their editors choose the best in in different […]
By Mandy Reed, Marketing Manager (Global) I don’t know about you, but I feel like 2015 has flown by and I still have a million things I want to finish – I don’t know where the time has gone! (And yes, I know I sound like my mother when I say that!) Yet when I […]
By Richard Simons, CEO of Creative Virtual USA This is the final post in our seven-part blog series – How Top Banks Leverage Intelligent Virtual Assistants to Enable Self-Service. THREE COMMON QUESTIONS: RESULTS, MOBILE AND IMPLEMENTATION During our recent webinar on how banks leverage intelligent virtual agents, three frequently asked questions surfaced. I thought I’d answer them for you here. […]
By Björn Gülsdorff, Head of Business Development It’s been very exciting times recently as we prepared the launch of an Arabic version of Commercial Bank of Dubai’s (CBD) Virtual Assistant Sara. Building a virtual assistant in Arabic turned the interface and our natural language processing upside down. Or, to be precise, it flipped it from […]