Entries by Mandy Reed

The Generic ‘Chat Now’: Virtual Agent or Live Chat?

By Mandy Reed, Global Head of Marketing A couple months ago I had a question about an online order I had placed several days earlier. After searching through the information on the website in an attempt to self-serve with no success, I started a live chat session. I was connected to a live chat agent […]

A Look Back: 2021 in Review

By Mandy Reed, Global Head of Marketing Welcome to Creative Virtual’s annual year in review blog post for 2021! It’s that time once again when we take a look back at the happenings and accomplishments of the last 12 months. That time when we reflect on the highlights of the year for our company and […]

Putting in the Hard Work for That Moment of Recognition

By Chris Ezekiel, Founder & CEO I recently attended an awards event organised by ISG where we collected Creative Virtual’s trophy for being named a Leader in the ISG Provider Lens™ for Conversational AI. It was such an honour to be recognised as a leader in a field that contains such technology giants as Microsoft, […]

The Best Conversational AI Now and in the Future

By Chris Ezekiel, Founder & CEO Recently Corporate Vision Magazine announced the winners of their 2021 Media Innovator Awards. Creative Virtual proudly accepted the award for ‘Best Conversational AI Solutions Provider – London’! This award recognises our London-headquartered company for our expertise in both developing conversational AI technology and delivering skilled consultation for implementing and […]

Take Your Customer Support from ‘Talking At’ to ‘Listening To’

By Björn Gülsdorff, Chief Business Development Officer Once upon a time ‘market’ was a noun, denoting the place where people got together and negotiated public affairs. In some markets, like the Forum Romanum, history was made. Then, ‘market’ also became a verb. Now marketing basically means talking at people, often raising the level of volume, colours, […]

Register Now: Expert Insights on Conversational AI and Customer Service

By Scott Tompkins, Vice President of Sales Just like a puppy isn’t only for the pandemic, customer service insights aren’t only for Customer Service Week. This week of celebrating customer service professionals and successful customer service experiences should just be the beginning of a renewed focus on your own customer service and CX strategies. To […]

Dialogues are Between People

By Björn Gülsdorff, Chief Business Development Officer Have you ever heard about the H-H-Interface, aka the H2I? Likely not, because I just made it up. But I did so with a reason and here’s why. When it comes to transactional tools, there is a lot of talk about the Human Machine Interface (or HMI), the […]

Analysing Customer Queries to Improve Customer Service

By Maria Ward, Account Manager & Knowledgebase Engineer I’ve worked in the chatbot field for over 15 years helping companies deliver better customer service, experiencing the technology both as a client and a provider. One of my favourite parts of my job is being able to use all my years of experience to steer my […]

AI Growth in the Insurance Industry

By Susan Ott, Senior Customer Success Manager At the outset of the global pandemic in 2020, there was already a great emphasis on the consumer’s desire for artificial intelligence (AI) in day-to-day life.  As we find ourselves making our way, 18 months and counting, in this new normal it is a safe bet that the […]