Talking the talk

All things customer and employee experience, artificial intelligence, conversational AI, chatbots, industry trends and much more…

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What season is it?

In my part of the world, the first flowers are out, telling me that soon it shall be spring. In the AI world, it seems to be late autumn and some frosty winds talking of winter. I say this because at the moment we have gotten ourselves into
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Björn Gülsdorff,

A preliminary checklist for conversational AI success

The way an organisation approaches and views conversational AI will determine the extent of its success in delivering real business value. The path to conversational AI success must, therefore, start with an internal reckoning and deep interrogation of what an organisation actually wants to achieve when implementing a
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Chris Ezekiel, Founder and CEO

The power of Conversational AI | Building Blocks to Success

Businesses worldwide use conversational AI to achieve business goals and ultimately improve financial standing. However, all conversational AI solutions are not made equally. The starting point for every conversational AI solution has to be the end user.  Conversational AI solutions must be designed to bring value to the
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Chris Ezekiel, Founder and CEO

More than just a chat | It’s personal

Every day and with every article written, the excitement surrounding conversational AI grows. Companies around the world are increasingly vocal about their capabilities and progress, which are for a good part, theoretically real, but also equally very much imagined when it comes to reality.  Are the theoretical technology
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Chris Ezekiel, Founder and CEO

How Creative Virtual is taming large language model AI

“Wharf Life newspaper was founded by Archant, a publishing company, to serve the area around Canary Wharf,” states ChatGPT 3.5, confidently, when asked who created this paper. It sounds plausible, going on to say: “Archant is a well-established media company with a history of creating local newspapers and
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Jon Massey,

Human Intelligence Enables Responsible AI

The future of conversational AI is not an AI takeover. Afterall, everything artificial is in fact human made. Intelligent businesses will leverage conversational AI that is controlled by HI (human intelligence). With humans in control, conversational AI delivers much better business outcomes. These include: more sales, rich personalised
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Patrick Gallagher,

Trusting the Artificial Intelligence

It’s a year since ChatGPT exploded into the mainstream, grabbing headlines worldwide and bringing AI into mass consciousness. As a conversational AI company, we have been tracking and testing Artificial Intelligence (AI) models, of which there are many, for over three years. Nevertheless, when OpenAI showcased the capabilities
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Chris Ezekiel, Founder and CEO

Talking Conversational AI

In 2003, motivated by a vision of a time when “conversations powered by computers would transform the world”, I founded Creative Virtual. Over these past 20 years we have constantly been at the forefront of developing innovative conversational AI solutions that address real business issues and deliver real
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Chris Ezekiel, Founder and CEO

Human Hallucinations

There are so many organisations having their say on ChatGPT, but not everything that is being said should be taken at face value. Companies wondering how they will be able to best leverage large language models (LLMs) – whether that be GPT, LaMDA, Galactica, Megatron-Turing or any other
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Chris Ezekiel, Founder and CEO

The changing face of chatbots

We would all do well to heed the warning “with great power comes great responsibility,” when it comes to ChatGPT.  Today, industries of all sizes are making use of AI chatbots, voicebots and virtual assistants to great effect in delivering better customer and employee experiences. Consumers the world
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Maria Ward, Knowledgebase Engineer and Account Manager

Multi-Channel is very 2010’ish – Bots are multi-purpose these days.

In the annals of KAUST (King Abdul University of Science and Technology), the 21st of May 2020 is marked as the day of the soft launch of VITA (called KAI back then), the university’s VA (Virtual Assistant); knowledgeable in many things IT related. VITA asks for username or KAUST
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Björn Gülsdorff,

A recent trip to CCW 2023, Berlin

CCW is the “international conference and trade show for innovative customer dialogue”, which is a bit bulky a title, but much better than the original ”CallCenterWorld” which is no longer a good fit. Unfortunately, this is now easily confused with ContactCenterWorld, also called CCW. But I managed to get to
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Björn Gülsdorff,

There’s more to GPT than the ChatGPT headlines

AI attention over the past couple of months has been quite astounding.  Especially considering that it has been part of our every-day lives for so long already.  Face-ID to open our mobile phones – AI.  Social media – AI.  Voice Assistants like Siri and Alexa – AI.  Route mapping – AI.  Its attractiveness and almost universal application is undeniable, with global spending on AI-centric systems expected to reach $154 billion this year according to IDC. Used extensively across every industry, delivering huge benefits and rewards, AI has been transforming businesses and the workplace for decades. In healthcare it is used
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Chris Ezekiel, Founder and CEO

A More Personal Personalized CX

The start of a new year always comes with a slew of business predictions from experts, and 2023 has certainly been no different. I think we have learned to take these predictions with a grain of salt, considering them as we plan for the future but not necessarily fully embracing all of them. This is particularly true after the upheaval and uncertainty the world has experienced over the past few years. Sometimes though we come across a prediction that feels very on the money. This year, one of the customer experience (CX) predictions for 2023 falling into that category is
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Mandy Reed, Member of Forbes Communication Council