Welcome to the Creative Virtual blog! Here we cover all of the hot customer experience topics in mobile, social, web, IVR and so much more. We also share company announcements, details about upcoming events and give you a peek into what happens behind the scenes.

Our regular contributors have over 90 years of combined experience specifically with customer engagement, natural language virtual assistants and knowledge management. When you add in the experience of our guest authors and the other Creative Virtual team members who occasionally contribute, there is no better place to get expert insight.

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Can Conversational AI Make Your CX More Human and Empathetic?

By Mandy Reed, Global Head of Marketing

For years automated self-service tools like chatbots and virtual agents have been criticised as being a cold and impersonal way of supporting customers. Opponents of these conversational AI solutions claim they remove the human touch from the customer experience and keep companies from being able to build real relationships with their customers.

As conversational AI technologies have improved and customer preferences have shifted more towards self-service options, some of these critiques have become less relevant. Certainly, over the past two years with the pandemic making in-person interactions less possible or desirable, there has been a significant uptick in the acceptance and expectation of digital support. Many companies have found their virtual agent solutions to be a lifesaver for both their customers and their business over that time.

Yet, it’s also clear that technology can’t fully replace the need for real human interactions. No matter how advanced and integrated your conversational AI tool may be, some support issues are best handled by a contact centre agent. And some consumers will always prefer to talk to a human even when self-service options are available. Any conversational AI vendor worth their salt will never advocate for their technology to completely remove the human from the experience for these reasons.

In addition to the push to digital, the pandemic has also brought a crushing load of personal and professional stresses for your customers – financial concerns, deaths of loved ones, long-term health issues – added on top of their usual day-to-day stresses. This has made the human interactions they have with your company even more significant and potentially challenging for your employees and agents.

Gartner has predicted that by 2026, 75% of customers who call customer service and support will do so because of loneliness, and not because they have an actual service issue. That alone will have a massive impact on your contact centre. It further highlights the fact that you need to equip your agents and employees with the right tools and training to properly support vulnerable customers.

Unfortunately, for some businesses all this compounds an already existing struggle to properly assist vulnerable customers. Recently someone I know tragically lost everything in a house fire – thankfully she, her dogs, and her neighbours are all fine! Most of her interactions with her utility companies were fast, smooth, and empathetic. However, the call she had with one provider was horrible and made an experience that was already traumatic even worse. After a 45-minute wait to connect to an agent, she was pressured to pause her service (at a monthly cost) even after being clear she wanted to cancel, told she had to go into the house to recover their equipment (or be charged for it) despite her saying everything in the house was a total loss, and pushed for a new address for them to send her final bill even though her account had been on autopay for 10 years.

It was very clear that this agent did not have the proper training or tools to deal with a customer needing assistance after a catastrophic loss. This company missed the opportunity to build a stronger relationship with a long-standing customer through a supportive, empathetic human interaction. Instead, they have both lost a previously loyal customer and delivered an experience so bad that she’s shared it with her family, friends, and followers on social media.

One of the CX trends Gartner has identified for executive leaders in 2022 is increasing the capability for customer empathy at all levels of the organisation. For some companies, a focus on trust and empathy is long overdue. For others, this is already a priority and part of the internal culture.

In fact, some forward-thinking companies are using conversational AI to make their customer interactions more human and empathetic.

Conversational AI solutions designed specifically for the contact centre have been creating better experiences and improving agent performance for years. A perfect example of this is Motability Operations, an organisation in the UK that provides cars, wheelchairs, and scooters to more than 630,000 customers with severe disabilities. They have used a virtual agent tool in their contact centre since 2007 to support their advisors taking incoming calls. They have won numerous awards and recognitions over the years for their tool, including a 2015 Customer Contact Innovation Award.

The judges selected Motability Operations because their “approach to knowledge management builds trust and supports effective conversations, getting it ‘right first time’, optimising call length and – above all – helping advisors give customer confidence.” The conversational AI tool gives every agent in the contact centre access to all the information at their fingertips, so they don’t need to worry about how they are going to find the right answer. Instead, their focus can be on listening to the caller and engaging with them in a human and empathic way.

Virtual agent solutions are also helping other company employees outside of the contact centre improve their human interactions with customers. Some organisations have deployed internal conversational AI tools to give employees easy access to information on products, services, and processes. With the right integrations, these tools can even allow employees to submit forms, check on account information, and update orders all in one place.

One major financial services group, after seeing the benefits of using internal virtual agents for years, deployed a new conversational AI solution designed to help employees provide specialist support for potentially vulnerable customers. Employees can use search terms such as ‘job loss’, ‘autism’, and ‘anxiety’ to access tips on how to support the customer’s needs sensitively and effectively. The tool also includes a glossary and links to practical and helpful resources.

Think about how much better my friend’s interaction would have been after the traumatic loss of her home if the agent she spoke with had access to that kind of conversational AI tool. A quick search for ‘house fire’ could have provided him with the proper questions to ask and special accommodations that could be made for a customer in that situation to create a supportive, empathic experience at such a vulnerable time.

As your organisation works to increase customer empathy this year and provide better support for vulnerable customers, consider how conversational AI technology can help you do that. Instead of removing the human touch from your CX, conversational AI can make your engagements with customers more human and empathic.

Resolve to Make Your Conversational AI Project Healthier this Year

By Mandy Reed, Global Head of Marketing

The new year is here and that means it is time for New Year’s resolutions. The most common personal resolutions are focused on being healthier – exercising more, eating better, improving fitness, losing weight, stopping smoking. People join the gym, sign up for weight loss programmes, and download meditation apps.

But what about your conversational AI project? Does it need a New Year’s resolution to be healthier in the new year, too?

If your organisation already has a conversational AI project, then you don’t need me to wax on about the importance of digital customer support. You get it. However, if you’re concerned that your current conversational AI tool isn’t up to the task of improving your digital support experience in 2022, then it’s time to make a resolution for change.

Even the best laid plans sometimes take a wrong turn or need to be tweaked as customer expectations and your organisation change. The start of a new year is the perfect time to take a step back and re-evaluate your conversational AI project and strategy. If this review leaves you dissatisfied with what you find, you’re not alone. Here are some common reasons other organisations have given for being unhappy with their conversational AI projects:

  • I can’t expand my solution to support my growing business and customer base.
  • I have limited integration options to create a seamless and personalised experience.
  • I started my project with an inexperienced start-up that isn’t able to provide the technology updates and support I need from my conversational AI vendor.
  • I am struggling to manage multiple chatbots across different business divisions or departments.
  • I am unable to staff my chatbot project with internal resources with the necessary knowledge and experience.
  • I don’t own the user interface or training data with my current chatbot provider.

The good news is that none of these common issues are dealbreakers that mean you must scrap your current virtual agent or chatbot project and start over. Like any New Year’s resolution to be healthier, you just need a plan that starts where you are and takes you to your goal of creating a successful, valuable, and healthy solution.

Your first step should be to download the new ebook Conversational AI Issues & Solutions: Transforming Ineffective Chatbot & Virtual Agent Projects. It takes an individual look at each of the common issues listed above, explaining how they can negatively impact your conversational AI project and exploring ways they can be solved.

When you’re ready to work out the details of your plan for a healthier chatbot or virtual agent and put it into action, the Creative Virtual team is ready to be your personal trainer and coach. Contact the team here to learn more about the expert consultation and technology that’s helping brands around the world deliver reliable and valuable conversational AI solutions.

This new year, resolve to transform your conversational AI project into a healthier, more effective customer service solution. Make 2022 the year your customers, employees, and company experience the full benefits of a successful chatbot or virtual agent.

Wishing you a Season that’s Magical & Bright!

As we wrap up another year at Creative Virtual, our entire team around the world want to say a big thank you to all of our blog readers, customers, and partners!

2021 brought both challenges and celebrations for us as a company and the wider conversational AI industry, and we’re ending it looking forward to what is to come next year. In particular, we’re excited about the next big release of our V-Person™ technology, Gluon. You can find a special sneak peek here. We are also excited about the brand new ebook we recently published to help organisations solve common issues they are having with their conversational AI projects. You can get your copy of the ebook here. Be sure to subscribe to our Blog (if you aren’t already!) so you don’t miss our Gluon release announcements and new educational resources in 2022.

On behalf of all of us at Creative Virtual, wishes for a magical, festive end to 2021 and a new year full of even more bright moments!

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 relatively quickly, but then spent over 30 minutes in a chat that felt like it was lasting forever and, in the end, delivered no real resolution to my question.

It immediately became obvious to me that the live chat agent was juggling multiple – and likely too many – chat sessions simultaneously. To try to fill the long gaps between his responses, I received canned ‘sorry for the long wait’ messages with random small talk questions about my day and comments about how much I was going to love the item I had ordered. This quickly became tiresome – I wasn’t there because I wanted to chitchat. I just wanted to an answer to my question!

I certainly don’t blame the agent for creating such a poor experience or for ultimately not having access to the information I needed. When implemented properly and with realistic internal expectations of agents, live chat can be a great digital support option. Unfortunately, I know my frustrating experience isn’t a fluke or an uncommon occurrence. That is one reason why customers looking for a quick answer may shy away from starting a conversation with a live chat agent.

This is something that organisations implementing a self-service virtual agent or chatbot should keep in mind, regardless of whether they are integrating it with live chat. Why? In the Guide to Selecting a Virtual Agent or Chatbot Vendor, conversational AI expert Laura Ludmany explains:

“Be sure your virtual agent is prominent on your pages. Make it obvious that it is a digital, automated tool with wording such as ‘Please ask our Virtual Agent’. Avoid using confusing or vague terms such as ‘Agent’ or ‘Chat Now’ as these can make users think it is a live chat tool and may prevent them from starting a session when they are trying to self-serve.”

Customers are more comfortable with and increasingly seeking out digital self-service options. In response, organisations are also increasingly deploying conversational AI tools. However, if those tools aren’t easily accessible or clearly identified as the place to self-serve (without having to engage with a human) then both customers and businesses are missing out on their benefit.

Rest virtual agentLet’s take a look at the successful virtual agent implementation at Rest, one of Australia’s largest superannuation funds by membership, as a great example of Laura’s recommendation in action. Rest understood their large customer base of digital natives were most often starting their experience on the website. In order to enrich the experience for those digitally savvy customers, they added virtual agent Roger to their website in 2016. This not only gave Rest the distinction of being the first Australian superannuation fund to service members’ enquiries online 24/7 with a virtual agent, but also resulted in overwhelmingly positive feedback from their members.

If you visit the Rest website today, Roger maintains a prominent spot on their homepage and throughout the website. They make it easy for users to self-serve as they navigate around the site. Rest has also always communicated clearly with users that Roger is a self-service tool, not a human live chat agent, with both the user interface (UI) and Roger’s welcome informing users they are interacting with an automated virtual agent. This means that the expectation is immediately set for Roger as a self-service option.

It can be tempting to use a generic ‘Chat Now’ as a way to try to engage users both looking to self-serve and chat with a human agent, but customers don’t want to feel tricked. They appreciate the transparency of knowing what kind of support they are going to receive – automated or human-assisted – before initiating the engagement. It sets the tone for the experience and gives customers more control over how they get the information and support they need.

Interested in more conversational AI expert insights and tips? Download the full Guide to Selecting a Virtual Agent or Chatbot Vendor: Forget the Technology & Focus on Experience and check out this collection of posts from the 2021 Customer Service Week & CX Day Blog Celebration.

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 celebrate the latest developments in the conversational AI industry.

There’s no doubt that one of our biggest highlights of the year was being named a Leader in the ISG Provider Lens™ for Conversational AI! Published in March, the report compared 19 vendors based on the depth of their service offerings and market presence. The analysts at ISG found Creative Virtual to be a clear Leader based on our comprehensive solution portfolio and industry experience, emphasizing our long history of developing and delivering conversational AI solutions that provide real results. Here’s Mrinal Rai, Lead Analyst at ISG Research, explaining why we are a Leader in conversational AI:

 

Mrinal also joined our Founder & CEO, Chris Ezekiel, and Jan Erik Aase, Partner and Global Head – ISG Provider Lens™, for a (virtual) discussion on conversational AI. Their conversation covered current industry trends, the impact of the pandemic, and setting conversational AI project goals. They also discussed the findings of ISG’s research and current successful virtual agent implementations. Here’s a recording of their full discussion:

 

When ISG held their awards ceremony in October, Chris and Liam Ryan, Sales Director, were able to accept Creative Virtual’s trophy in person from Jan Erik. And while there were no ceremonies for these awards, Creative Virtual was also honoured this year with: ‘Most Innovative Conversational Self-Service Solutions’ in the Corporate Excellence Awards, ‘Best Conversational AI Solutions Provider – London’ in the 2021 Media Innovator Awards, and recognition in The 2021 CRM Top 100 Companies in Customer Service, Marketing, and Sales. We continued our five-year-long celebration of our Queen’s Awards for Enterprise: Innovation 2017 as well, recognising that all of these awards are the result of the hard work and collaboration of our entire global team.

With travel and in-person events still restricted this year, we kept our focus on producing content that could be shared, read, and watched virtually over digital channels. We teamed up with our partner Spitch as co-sponsors of The European Chatbot & Conversational AI Summit, presenting a joint session at the virtual event on combining chatbots with speech recognition to create voicebot solutions. We were also one of the sponsors for destinationCRM’s roundtable webinar Conversational AI: The Future of Customer Service?, sharing insights on how to maximise the benefits of this technology through integrations and personalisation.

We drew on our industry expertise and deep understanding of the conversational AI marketplace to publish a number of educational and thought leadership materials, including:

One of my personal favourite ways the Creative Virtual team shares our individual insights is through our annual blog post celebration for Customer Service Week and CX Day in October. This year we had 10 posts from nine authors – Chris Ezekiel, Khushal Hirani, Rachel Freeman, Susan Ott, Maria Ward, Rachael Needham, Björn Gülsdorff, Scott Tompkins, and me – covering a variety of customer experience, employee support, and contact centre topics. I’ve compiled our 2021 collection here so you can easily explore them all.

All of that expertise and our nearly two decades of experience as a company are also being channelled into the development of our next V-Person™ release, Gluon. Gluon includes updates to our chatbot, virtual agent, and live chat technologies as well as a re-architecture of our V-Portal™ orchestration platform. Gluon will enable our customers and partners to create accurate, reliable conversational AI solutions quicker and easier than ever, resulting in better experiences for their customers and employees. Learn more about our Gluon release here and check out this video for a sneak peek:

 

As we come to the end of 2021, we celebrate the highlights of this year and look forward to the ones the next year will bring. Stay tuned for new educational resources, updated conversational AI research, and our Gluon release of V-Person – coming in 2022!

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, IBM and Google. After so many virtual events, it was an unusual experience from the very beginning: putting on a business suit after 18+ months of varying degrees of lockdowns and restrictions; meeting so many people face-to-face in such close proximity; and the different ways people have modified their interactions.

There were certainly some different behaviours on display from the last awards ceremony I attended pre-pandemic. Some people wanted to shake hands, some preferred fist bumps, some people wore a mask between dinner courses and sips of wine. What wasn’t different was it being wonderful to celebrate the successes of all the companies being recognised.

Several speakers made jokes about their suits shrinking during the months of lockdown. As I looked around the room, there were certainly many nods of agreement to comments about the ‘Lockdown Bulge’. I had recently taken part in the London Marathon so felt somewhat smug! That got me thinking about the parallels of receiving corporate awards, like this honour from ISG, and completing a marathon.

Accepting an award on behalf of Creative Virtual is always an honour for me. Running a successful technology company with such a great and dedicated team and collaborating with some of the world’s leading organisations is a privilege. There is so much effort, over many years, that goes into making that brief moment possible. A brief moment of joy: stepping on stage, with the loud music and camera flashes, to collect the trophy. It is the same with running a marathon: all that training, the big push on race day which invariably includes pushing through the pain barrier at around the 20-mile mark, culminates in stepping across the finish line and collecting your medal.

All that hard work and dedication leads to that one moment of recognition and celebration. But I think the brevity of these moments is what makes them even more special. In our busy lives, when we’re in need of a boost, we can easily recall those climatic moments that put a smile on our faces. I believe that because these moments are so brief, we are driven to innovate more and train harder in order to experience more of them.

The Creative Virtual team is still hard at work to ensure we are delivering the conversational AI technology and expertise our clients and partners need for success. We are also living up to our status as industry leader by investing in the next generation of our V-Person™ technology. We aren’t doing all of this for awards and trophies, but being recognised by an important analyst group like ISG does provide a little extra motivation!

Congratulations to the global Creative Virtual team on being a Leader in the ISG Provider Lens™ for Conversational AI! And thank you to the team at ISG for organising a wonderful evening of celebrations.

Check out ISG’s Conversational AI quadrant and report here to learn more about why they have named us an industry leader.

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 maintaining solutions.

We’re coming up on eighteen years since I founded Creative Virtual, and so much has changed in the chatbot and virtual agent space since those early days. As a company, we’ve played a key role in both establishing and advancing the conversational AI market. It’s always an honour to be called the best, but that certainly doesn’t happen by chance. It requires the hard work and collaboration of our entire global team as well as strong relationships with our customers and partners.

Being a leader in a quickly evolving technology space, like the conversational AI industry, also requires a continuous emphasis on innovation. More specifically, that innovation must be focused on helping companies tackle their real challenges and deliver real results, now and in the future. That’s why I’m excited to be receiving this award as we are preparing for our next big product launch in 2022.

Our upcoming Gluon release of V-Person™ is the next generation of our award-winning conversational AI. It draws from our nearly two decades of experience in the industry to deliver updates to our chatbot, virtual agent, and live chat technologies. Gluon also features a re-architecture of V-Portal™, our innovative orchestration platform. The updated user interface will make it easier for our customers and partners to deploy and maintain their conversational AI solutions without compromising on any of the advanced enterprise-grade functionality they rely on to deliver personalised, seamless experiences.

A few of the innovations and features of the Gluon release include:

  • Enhanced natural language processing (NLP) and machine learning
  • Microservices, widgetisation, and containerisation
  • Support for low-code and no-code
  • Ability to interface with multiple intent engines, CRMs, contact centre platforms, and voice technologies
  • Machine comprehension
  • Sophisticated dialogue management, personalisation, and entity extraction

The updates and innovations in our Gluon release are focused on enabling organisations to create accurate, reliable conversational AI solutions quicker and easier than ever. We give them complete control over the AI with a perfect blend of machine learning and natural language rules so there is never a machine learning black box to fear. All of this is designed to help organisations reach their goals for delivering better experiences for their customer, employees, and contact centre agents.

Congratulations to the Creative Virtual team on being named ‘Best Conversational AI Solutions Provider’! And thank you for your contributions to our upcoming product release, supporting our customers and partners with your expertise, and helping us deliver the best chatbot, virtual agent, and live chat solutions every day!

You can read our official award announcement here and watch a sneak peek video on our Gluon release here.

My thanks also to the Media Innovator Awards judges for recognising Creative Virtual’s conversational AI technology and expertise!

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, and wordings whilst lowering niveau. 😊

Surely, to say such a thing is utterly unfair to many marketeers. Yet, when it comes to customer service, I uphold the claim that the communication is often rather unidirectional, and in the wrong direction on top of that. Countless the websites where FAQs are not “frequently asked questions” but rather “answers we’d like to give”. Or where obviously someone has created a user journey for me. Frankly, nobody needs to design that. I know pretty well where I want to go, thank you.

What I do want on my journey, is to have road bumps removed, gaps bridged, and connections optimised. If customer service was an airport, I don’t want the lounge refurbished; I want another fast lane and quick boarding.

I am aware that people are different and that the same person has different needs at different times. Therefore, there is not the one journey for all and clearing the path is not easy.

That’s where two-sided conversations, aka dialogues, kick in. Customer service is about listening as well as acknowledging that each experience will be unique. Virtual agents can play a role in that as they come with a free text input field. So even when customers are self-serving, they don’t need to guess the one correct search term or scroll through a list of FAQs someone else has selected.

When it comes to creating this dialogue with customers, there are good and not so good ways to start.Things like expectation management, consistency, focus, and coverage make a big difference. It also requires courage (customers will speak their mind!) and the will to act.

It may be an inconvenient truth, but customer service with a virtual agent (or any other tool for that matter) is not a one-off thing. Good customer service means listening to your customers and improving constantly, be it the NLP (natural language processing), answers in the virtual agent, your processes, your services, or your products. In customer service, the journey to design is your way to become a better and more successful company.

Whether you’re ready to add a virtual agent to your customer service plan for the first time or have realised that your current tool isn’t creating a helpful dialogue with customers, I recommend this whitepaper for tips from conversational AI experts.

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 help you keep that Customer Service Week momentum going, destinationCRM is hosting a roundtable webinar next week: Conversational AI: The Future of Customer Service? I’m looking forward to hearing the panel of experts, including Creative Virtual’s Founder & CEO, Chris Ezekiel, discuss the current trends and future possibilities of conversational AI technology.

Drawing from his own experiences and those of Creative Virtual’s global team, Chris will share expert recommendations for how your organization can maximize the benefits of conversational AI technology. He will also be delving into ways you can use back-end integrations to take your digital self-service from basic FAQ tool to a personalized, conversational interaction.

Conversational AI solutions, like chatbots and virtual agents, can have a powerful impact on customer loyalty and retention. When designed, implemented, and maintained correctly, these solutions have been proven to reduce support costs, increase sales revenue, and even reduce employee turnover. The next generation of conversational AI advancements are poised to improve customer service even more.

Register now to join us on Wednesday, October 13, 2021 at 11:00 am PT/ 2:00 pm ET for the live webinar, Conversational AI: The Future of Customer Service? This destinationCRM roundtable will be recorded, so be sure to sign up even if you can’t join the live event.

Once you’ve registered, I recommend checking out (or re-reading!) all of the posts from the Creative Virtual team that make up this year’s Customer Service Week Blog Celebration. There are lots of great insights on conversational AI use cases, customer expectations, and customer service trends.

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 look and feel, and other technicalities. That is all fine and important of course, but customer communication, however, is about people talking to people. Even if this communication is automated and asynchronous, it is still Human to Human.

Customers use conversational AI on the web, in apps and other channels. They interact with virtual agents and chatbots in a technical sense, but they certainly do not converse with them. The replies they get are perceived as coming from a person or a group of people (usually called a company 😊).  Having this in mind makes an important shift of focus in the virtual agent design. The focus goes from designing transactions to creating the dialogues you’d like to have with your customers.

Just think about voice mail: When you are greeted nicely and the message makes you smile, will you think “What a friendly machine!”? Or will it be: “What a nice person!”? See? When creating a virtual agent, the same thinking applies.

You need to create a dialogue between yourself and your customers. You need to ask yourself, who are you talking to and what do you want to tell them.  As a result, it is about personal contact and the tools you use are not the deciding factor. Or let me phrase this differently: You need tools that do not get in the way between you and your customers. You need a platform rather than a readymade, which allows you to create conversations with your customers – or with your customer groups, for that matter.

As this year’s Customer Service Week celebrations come to an end, be sure to keep the H2I focus in your digital strategy. And if your conversational AI solution doesn’t provide you with the platform options to create the dialogue you want with customers, then it’s time to make a change.