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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The Chatbot & Virtual Agent Experts Have Spoken: Experience Matters

By Rachel F Freeman, Operations Director & Laura Ludmany, Knowledgebase Engineer

Whitepapers are designed to be plain-speaking and informative documents spanning an array of subjects. At Creative Virtual, whitepapers are not created too often as they hold a special place in our repository of resources since they offer information that stays valid for a much longer time than other documents. We write them as valuable reference points which can be reviewed when required.

We take great pleasure in introducing this newly created whitepaper from Creative Virtual as it has a lot of straight talk about one of our favourite subjects: user experience in the realm of self-help tools. The insight and intel our Guide to Selecting a Virtual Agent or Chatbot Vendor: Forget the Technology & Focus on Experience contains spans the width and breadth of the company: sales, marketing, technical and not least the operations team, some of who contributed by submitting their hottest and most relevant tips.

Where else can you find a paper that consolidates industry understanding and expertise from a group of people with a combined 83 years of experience in a field that has only been viable, commercially, for about the past 20?!

In addition to contributions from both of us, the whitepaper also includes insights from Claudio Chico, Rachael Needham, Len Power, Maria Ward, Rob Foster, Peter Studd, Ridhi Mathur and Mandy Reed. We drew from our extensive experience in the virtual agent and chatbot field to explore six areas of experience that are necessary for success. For example, we touch on the importance of skill in building a strong business case, integrating with other systems and technologies, creating the right user experience and identifying future developments.

We were so glad to contribute to this guide as it really brings the whole team closer to the readers. Having that personal touch makes a difference and helps to make the technology as well as industry jargon and terms more understandable. Having to choose a self-service solution can be a daunting task – there are so many industry-specific, and often even provider-specific expressions (which usually all mean pretty much the same thing!), that during your search, you might just feel even more confused than before you started. Demo calls might have the same effect, especially if you need to pass on the gained information to your team.

It helps to have clear, short and objective guides to help with your selection process – our 7-page long whitepaper is a perfect example of this. AI tools don’t need to be complicated and overwhelming if you go with the right team who can make things simple and easily understandable for you.

For example, we’ve found in our personal experience that as we go through the deployment and content curation processes clients, especially those who are new to self-service solutions, often find somewhat abstract our third area covered in the whitepaper: Experience with building and deploying successful solutions. To them, customer behaviour analysis and conversation flows are mysterious things and so they find it difficult to identify and deliver complex user journeys.

For an experienced virtual agent team, this is a typical case when a picture, or in this instance one demo flow, is worth a thousand words. Once we create a prototype flow for our customers, they are able to visualize their content flows and get quickly into the swing of things, supplying us new journeys and loops proactively. This is the sort of invaluable consultation experience you will receive when you work with the right virtual agent vendor.

The right team will also help you with analysing your virtual agent or chatbot’s usage to help you identify some quick wins. For example, for a new project we’ve been recently working on, our analysis enabled us to suggest creating new structured conversation flows by linking together existing content. This meant the client did not have to provide any new content, yet the user experience and their specific KPIs (key performance indicators) were improved significantly. It is personalised recommendations like this that enable you to get the most from your self-service tool, and that only happens when you work with a provider that builds a close relationship with your company and team.

virtual agent & chatbot guideWe encourage you to take a look at the tips and nuggets of wisdom from a dynamic and accomplished group of people on the Creative Virtual team who know their stuff and are happy to share it. We hope you find it useful as reference as you consider self-help tool options and providers. We may be a little biased, but we firmly believe you’ll be hard-pressed to find a better and well-informed source!

Download your copy of our Guide to Selecting a Virtual Agent or Chatbot Vendor: Forget the Technology & Focus on Experience right now! Don’t forget you can always request more information or your own expert consultation by contacting us here.

A New Ebook and a Conversational AI Success Story During Times of Pandemic

By Mandy Reed, Global Head of Marketing

We have all been facing new personal, professional and community challenges this year as we continue to deal with the harsh impacts of a global pandemic. At Creative Virtual, the team has been working hard to help our customers with their challenges related to delivering quality customer and employee self-service as information and needs change quickly. So, when AI Time Journal approached us to contribute to their ebook featuring ‘Conversational AI Success Stories During Times of Pandemic,’ it was a no-brainer for us to take part.

The new ebook, Conversational AI Trends 2020, takes a look at the rapid advances in conversational AI technologies and the new applications and use cases emerging across industries. Through a series of interviews with industry experts and innovators, the AI Time Journal Editors dive into current conversational AI trends and predictions for the future. Chris Ezekiel, Founder & CEO of Creative Virtual, was one of the experts interviewed and made this important observation:

“Organisations have realised the need to have and/or work with people skilled specifically in this technology to implement successful projects – a trend that’s being magnified by the current global pandemic. The increased focus on digital experiences and sudden spike in usage of conversational AI tools have highlighted how important this expertise is to development, maintenance and expansion of projects.”

That need for skill and expertise is reflected in the conversational AI success stories featured in the final section of the ebook. The first success story tells how an international financial services group’s V-Person™ virtual agent is rising to the challenges of customer support during the pandemic.

As the COVID-19 pandemic spread around the world in early 2020 and restrictions were put in place, this international financial services group faced the same challenges as many other businesses: the closing of physical locations, new guidelines to keep contact centre agents safe and rapidly changing information. While the organisation’s V-Person virtual agent had been a key part of their customer support strategy for many years, it came to the forefront during this time, becoming their go-to method of communicating with customers.

The quickest way to update information

Accessing the most recent information was important to customers to help them make sound financial decisions during an uncertain time. Providing that information was paramount for this financial services group but meant they had to have a way to keep content up-to-date as the government issued new programmes and schemes, regulations and processes changed, and pandemic restrictions evolved.

The organisation discovered that their virtual agent was the best way to keep up with rapid changes and deliver accurate information to customers. The process to update content within the virtual agent was quicker and easier than updating content on their website, allowing them to make as many changes as needed while minimising the amount of time the team spent actioning those changes.

The support needed for a transitioning call centre

Restrictions and guidelines to slow the spread of COVID-19 meant it could no longer be business-as-usual for the organisation’s call centre. As the call centre dealt with rotating shifts and transitioning to a new way of working, they faced a period of having fewer agents available to deal with a rising volume of customer queries. To help relieve pressure from live agents, they began to proactively direct customers to self-serve through their virtual agent.

Since the virtual agent could provide the most updated information available, this approach was a win-win for customers and the call centre. Customers appreciated being able to quickly find answers to their questions without the hassle of making a call and dealing with long hold times. Call centre agents benefited from fewer calls which gave them more time to help customers with complex issues or who preferred to discuss their question with a live agent.

The right collaboration for a better CX

In the past, the team responsible for keeping the virtual agent’s content updated would need to reach out to the call centre for input. Now call centre teams are actively providing feedback and new content to add based on incoming calls from customers. This collaboration is enabling the organisation to keep their virtual agent performing well and delivering accurate answers to customers’ most pressing questions.

During the 3-4-month period of widespread shutdowns and stay-at-home orders, the financial services group saw their virtual agent traffic double and then nearly triple. Even after those large peaks, usage of the virtual agent continues to be greater than usual with high customer satisfaction scores.

While others struggled with their CX, this financial services organisation recognised the potential of their virtual agent and successfully pushed it to the forefront of their strategy.

Download a full copy of the Conversational AI Trends 2020 ebook for a complete look at highlighted industry trends, insights and success stories. You can also request a live demo with a member of the Creative Virtual team to learn more about our V-Person virtual agent, chatbot and live chat solutions and see them in action.

A big thank you to Martin Russo and the team at AI Time Journal for inviting us to take part in this ebook!

Finding a Clear Path Forward for Digital Customer Experience Priorities

By Mandy Reed, Global Head of Marketing

It’s the age-old philosophical question: If a tree falls in the forest and no one is around to hear it, does it make a sound?

A question that should be easier for companies to answer – and one that has become increasingly important this year: If your customers expect support on digital channels and you aren’t there to provide it, do you lose those customers to competitors who are?

A new survey conducted by Econsultancy and Marketing Week with marketers around the world found that, among customer-facing organisations with £50 million or more in annual revenue, 63% of respondents said they observed a “strong trend” of consumers adopting digital features more quickly as a result of COVID-19. An additional 33% saw “some trend’ of this happening.

Creative Virtual’s V-Person™ virtual agents and chatbots certainly experienced this trend, setting a record-breaking spike in usage during the first half of 2020. Using these digital self-service tools gave customers an easy way to find the most up-to-date information quickly during a time when contact centres were struggling with long hold and response times, reduced staffing and rapidly changing situations.

Often this trend towards using digital channels has been linked to Millennials and younger generations. However, the Econsultancy and Marketing Week survey found 40% of participants had observed a “strong trend” and 55% had observed “some trend” towards digital adoption among older consumers. This further highlights the importance of, and makes a stronger case for, digital transformation within organisations.

Regardless of whether this move to digital options is due to customer preference or out of necessity – physical locations closed, contact centres inundated, etc. – smart organisations know they need to pay attention and take action to support customers where they are. Digital customer experience (CX) projects can feel overwhelming – a massive undertaking without a clear path forward – during this time when so much seems overwhelming and uncertain.

Forrester analyst Judy Weader talks about CX prioritisation in a recent blog post as an important way for companies to make sound decisions. Not having a structured, consistent approach to prioritisation can lead to making poor choices on where to apply budget and staff, wasting critical time and under-delivering for customers. To help focus efforts and keep from being overwhelmed, Judy recommends prioritisation of CX improvement projects should be a conscious action, based on fact, and grounded in what matters most.

Some organisations may have actioned decisions quickly as a result of COVID-19, moving forward with digital projects initially thought to be temporary solutions to a temporary situation. Those projects should be re-examined and potentially prioritised as more permanent initiatives. Now that customers have experienced the convenience of digital tools and features, your CX might need more of a digital focus to give them the options and support expected on those channels.

If you are considering adding a chatbot or virtual agent to your list of CX priorities, the on-demand webinar Tips for Deploying AI Chatbots & Virtual Agents is a useful resource. The webinar covers questions to ask when adding a self-service solution to your digital CX strategy, tips for selecting the right technology and a series of demonstrations showcasing live implementations across a variety of customer touchpoints.

As digital adoption among consumers across all age groups continues to trend upwards, you must take the proper steps to prioritise and focus your efforts to find the best way forward for your company and your customers. If you aren’t providing the digital tools and support customers expect and need, chances are they will leave you for a competitor that does.

Changing Digital Expectations and CX Trends in 2020

By Mandy Reed, Global Head of Marketing

As with many other aspects of life and business, customer experience trends and expectations have been greatly impacted by the global health crisis this year. The closing of physical store and office locations, restrictions on in-person activities, new guidelines to keep contact centre agents safe, rapidly changing information – these challenges and disruptions to business-as-usual have forced organisations to adapt quickly and re-evaluate the needs of their customers.

CX Network’s The Global State of Customer Experience 2020 report breaks down insights from customer experience (CX) experts, looking at the opportunities and hurdles over the first half of 2020 as well as forecasts for the remainder of the year. Survey respondents’ observations about customer behaviour present a very telling story about the challenges of CX today:

  • 68% strongly believe that expectations from customers are rising
  • 52% believe customers are more willing than ever to switch brands if unsatisfied
  • 49% believe there are clear trends in customer segments that prefer certain contact channels
  • 47% believe it is getting harder to please customers
  • 43% believe that customers are more impatient than ever before

For years there have been predictions about when CX will overtake other factors, such as price and product, to become the number one way companies differentiate themselves from competitors or when CX will become the most important consideration for customers when making purchasing decisions. Regardless of whether we’ve reached that point, businesses can’t ignore the facts that customer expectations are rising and that failing to make changes to meet those expectations negatively impacts customer retention and spending.

The global pandemic that the world is dealing with right now has further shone a spotlight on CX, particularly on the importance of a quality digital experience. It should come as no surprise that in CX Networks’ survey, digital transformation and digital customer experience ranked high in responses from CX practitioners, solution providers and industry commenters when asked about top trends.

2020 cx trends

Organisations that already had a focus on their digital CX prior to the start of 2020 had an advantage as they adapted to COVID-19 related restrictions and changes. For example, those with existing virtual agents or chatbots were able to relieve pressure from their contact centre by proactively encouraging customers to self-serve. Branded virtual agents around the world saw a massive spike in usage during the first half of the year, further proof of the importance of digital customer care.

The survey also asked participants about challenges companies are facing when trying to close the gap between customer expectations and the reality of the experiences being delivered. ‘Building a customer-first culture’ was in the top three responses for all three groups and ‘Siloed customer data’ also ranked high in the answers selected.

2020 cx challenges

Both of those challenges can directly impact the creation and success of digital transformations and digital customer experience strategies. Having a customer-centric culture is essential for selecting and implementing the right digital changes and tools to address the real needs and preferences of customers. However, achieving success can also be derailed by having siloed customer data, incomplete customer profiles and disconnected customer experiences. Creating a single source of truth for customer data requires time and resources but is a necessary and worthwhile investment to create seamless, omnichannel customer engagement.

While it’s impossible to know exactly what the future holds for customers and businesses, what has become clear is that delivering positive digital and self-service experiences is going to continue to be important to a company’s bottom line. Check out this three-part blog series for more insights and tips:

As customer expectations and preferences continue to evolve, smart organisations will evolve with them. They will find ways to meet customers where they are, whether that be in-person or on digital channels.

Virtual Agents in 2020: Usage Spikes and the Banking Sector

By Mandy Reed, Global Head of Marketing

There have been lots of discussions, articles and analyst deep dives into companies’ digital transformations being driven or accelerated by the COVID-19 pandemic and the associated shutdowns and mitigation efforts. Many individuals have also undergone a digital transformation of sorts in their own lives, relying more on options such as FaceTime and Zoom to keep in touch with family, friends and work colleagues and increasing time spent on social media and mobile messaging apps. These digital changes in behaviour have, as you’d expect, also impacted the interactions individuals are having with businesses.

Back in April I took a look at the impressive spike in virtual agent traffic starting in late February and early March that surpassed anything Creative Virtual had seen in over 16 years of being in the industry. By 12 April 2020, those virtual agents had reached nearly 50% of the total traffic they had recorded for all of 2019 despite being only about a quarter of the way through the year.

Now that we have reached the halfway point of the year, I was curious to take another look at our virtual agent traffic and once again enlisted the help of my colleague and analyst guru, Lester Lane. When we crunched the numbers, we discovered that those virtual agents have now recorded approximately 75% of the total transactions from last year and are well on their way to a record-breaking 2020. This is mostly due to a sustained increase of traffic through the rest of April and much of May. Towards the end of May, we started to see a drop-off to more average traffic levels as you can see from the usage of the self-service virtual agents included in the graph below.

virtual agent usage

Looking at overall traffic figures gives insights into general trends, but it’s also interesting to dive a bit deeper into individual industry sectors. At Creative Virtual, financial services is one of our biggest industries and one that our team has extensive expertise in collaborating with on virtual agent solutions. In fact, our very first enterprise customer was a large financial services group – and they are still a customer today! (Side note: My colleague Laura Ludmany wrote a great two-part blog series about helping financial organisations deliver customer support during the coronavirus crisis – check out Part 1 here and Part 2 here if you haven’t already.)

When we break down the total traffic figures into a handful of sectors, we see that they all experienced a spike in March and April before most levelled off a bit. However, the Banking sector has continued to see increased usage throughout May, June and the first week of July compared with the first two months of 2020.

virtual agent usage

This sustained increase for the Banking industry isn’t a surprise given the essential nature of many banking activities combined with the temporary closure of branches and people staying home. More people were forced to do their banking online – perhaps for the first time – and took advantage of the instant self-help offered by virtual agent tools on websites and in banking apps. Plus, there was the added support needed for various government schemes and programmes. One of our banking customers’ virtual agent set a new record for highest number of saved calls in April and then doubled April’s total usage in May.

I’m curious to continue to watch how virtual agent traffic fluctuates as coronavirus-related restrictions change. Banks tend to be early indicators of upcoming general trends, so it may be worth noting the spike of activity at the beginning of July. Will there be another surge as companies and their customers experience further digital transformations? Only time will tell.

If your company is looking to add an AI chatbot or virtual agent to your customer service strategy or is struggling with a self-service tool that can’t meet increased demand from users, you’ll want to take a look at the Neutrino release of V-Person™. Introduced to the market in June, Neutrino provides the right tools and guidance to deploy conversational self-service quickly, easily and at large scale.

Introducing the Conversational AI Industry’s Smartest Solution Yet: The Neutrino Release of V-Person™

By Chris Ezekiel, Founder & CEO

Today I’m proud to be sharing Creative Virtual’s introduction of the Neutrino release of V-Person™, our innovative virtual agent and chatbot technology. This release delivers the perfect combination of conversational AI, orchestration tools and industry expertise to enable organisations to create customer and employee conversations. It brings together humans and artificial intelligence (AI) with powerful integration options and easy-to-manage workflows for the industry’s smartest solution yet.

When I first founded Creative Virtual in late 2003, chatbot and virtual agent technology was still very new in the customer service space. The solutions we were building were very basic and lacked the power of AI and machine comprehension that we have today. It’s been exciting to lead a company that’s instrumental in advancing the technology and its applications for customer and employee engagement.

As the virtual agent and live chat market continues to evolve, one constant for us at Creative Virtual is our tradition of innovation. However, we don’t focus on innovation simply for the sake of being able to say we have something shiny and new. We innovate around the real needs of organisations and their customer and employee experience goals. Our Neutrino release of V-Person is a great example of this commitment.

Several years ago, there was a sudden burst of interest in chatbots and virtual agents along with ways AI could be used for customer support. This has led to a chatbot, virtual agent and live chat market saturated with inexperienced vendors and ineffective technologies that are leaving companies and their customers frustrated. Some organisations are learning the hard way that not all chatbot and virtual agent solutions are created equal.

v-person neutrino releaseNeutrino addresses and removes the frustrations caused by those poor performing vendors and technologies by combining:

  • V-Person – Our conversational virtual agent and chatbot technology brings together humans and AI for personalised, smart self-help.
  • V-Portal™ – Our powerful orchestration platform is the most functional virtual agent, chatbot and live chat management platform in the market today.
  • Consultation & guidance – Our experienced global team delivers localised support, international insights and best practice expertise.

Having the information your customers and employees need means little if they aren’t able to access it quickly and efficiently to find answers to questions and troubleshoot problems. With Neutrino, you can leverage your company’s existing knowledge to power chatbot, virtual agent and live chat solutions for improved customer and employee experiences.

We can also use your live chat and contact centre transcripts, search inputs and existing chatbot projects to jumpstart your solution. By combining your data with our Transcript Analysis Tool and sector-specific intent libraries, the Creative Virtual team can:

  • Identify what can be automated to help build your business case
  • Build and deploy your system quickly and easily
  • Train your virtual agent for continued improvement

This means you can deploy conversational self-service quickly and easily, creating conversations with customers and employees across touchpoints in a seamless, personalised way and at large scale. Providing quality support on digital channels has never been more important than it is right now as we all adjust to fewer in-person interactions and a larger remote workforce.

The reason our Neutrino release is the industry’s smartest solution yet really comes down to the experience and expertise of the global Creative Virtual team. Everything, from the updating of our company roadmap to the development of new features and functionality to the implementation and optimisation of end user solutions, hinges on our team’s deep understanding of the technology and extensive experience in the industry. There is no substitute for that expertise when it comes to delivering industry-leading products and successful solutions.

Check out the Get to know the Neutrino release of V-Person page to learn more, download the release overview, read what some of our current customers and partners say about working with us, and request your own live demo.

Tips for Deploying AI Chatbots & Virtual Agents

By Chris Ezekiel, Founder & CEO

Chatbots, smart help, virtual assistants, virtual agents, conversational AI – there are lots of names for this automated, self-service technology being used today. Regardless of what you call it, the objective for including it as part of your customer service strategy is to deliver quick, easy access to information. How to select and deploy the right technology to do that for your organisation was the focus of the webinar I recently presented with Engage Customer.

In the webinar, Tips for Deploying AI Chatbots & Virtual Agents, I talked about some key questions to keep in mind when adding one of these solutions to your customer experience (CX) strategy. You want to ask: How can I ensure my chatbot or virtual agent is:

  • Providing accurate and personalised information?
  • Creating a positive and seamless experience?
  • Using artificial intelligence (AI) and machine learning in a reliable way?
  • Able to grow and expand with my digital strategy?

Deploying a solution that enables you to integrate with other systems and knowledge repositories is crucial to success. You want a solution that is backed by an orchestration platform that allows you to bring together all of the content sources and manage the natural language processing (NLP), intents and machine learning to keep the conversations flowing in a seamless, personalised way across customer touchpoints. You also want to be learning all the time from these conversations in such a way that the human content owner works alongside the machine learning component to provide the best possible customer experience.

I am a great believer that the best way to really understand the technology and why these questions are so important is to see the technology in action. During the webinar I shared a series of live demonstrations of solutions currently deployed for companies in the telecommunications, financial services and travel sectors. I selected these examples because they showcase how the technology is being used across a variety of customer touchpoints and with various integrations to deliver customised, seamless experiences.

To help companies get started with selecting a new chatbot or virtual agent – or finding a solution to replace a poor performing tool – I ended my presentation with four important tips:

  1. Work with an experienced vendor
  2. Select a reliable technology
  3. Look for flexible integration options
  4. Evaluate the orchestration platform

I went into detail on each of these tips and shared some specific questions to ask during the evaluation process to ensure you are deploying a technology that will work for your specific goals and use cases. It’s important to consider how the solution not only fits with your immediate plans but how it will evolve and grow with your company and strategy.

My thanks to Steve, Katie, Dominic and the entire team at Engage Customer for hosting this webinar! You can watch the webinar recording on-demand to see the demos and find out more about my tips and best practices for deploying AI chabots and virtual agents.

If you want to learn more about Creative Virtual’s experience and technology or are interested in arranging an individual workshop, contact us here. The Creative Virtual team is ready to help you get started on your successful virtual agent strategy.

Out with the Old and in with AI for a Better Contact Centre

By Mandy Reed, Global Head of Marketing

On the wall of my parents’ kitchen hangs my mother’s beloved rotary phone, referred to by the family as simply The Rotary. Fans of Stranger Things will have watched Joyce receiving her first contact with Will from the Upside Down on a near replica of The Rotary – right down to the amazing mustard yellow colour – that was hanging on her wall, too.

The Rotary, now only functioning to answer incoming calls to the landline, is an oddity in today’s world of smartphones. For the grandkids it’s one of those weird things you only see at your grandparents’ house because they’re old. For my siblings and me, it’s the source of a long-running family joke and a little bit of nostalgia.

The trends and preferences in our personal communications and the technology we use to stay connected have changed drastically over the lifetime of The Rotary. The same is true for how companies engage with and support us as customers. Newer channels, such as messaging apps, have entered the mix and preferences are shifting more and more towards digital self-service as a first choice. Yet even with these changes, customers still sometimes want or need to reach out to a human agent in the contact centre.

In the 2020 edition of The Inner Circle Guide to AI-Enabled Self-Service (available for download in a UK version and in a US version), ContactBabel surveyed business leaders about their current and planned customer service offerings and investments. One survey question focused on the role they saw artificial intelligence (AI) playing in their contact centre. Among respondents from the UK, 94% agreed or strongly agreed that AI would be used to support human agents. There was an agreement that this helps to speed up responses and provide customers with higher quality resolutions.

No one taking part in the UK survey viewed AI as unimportant to their contact centre, and only 24% agreed or strongly agreed that AI would replace human agents. Respondents from large contact centres with 200+ seats were more likely to think that agents would be replaced by AI than those from small or medium-sized contact centres.

AI in the contact centre

Survey respondents from the US also viewed AI as having the role of supporting agents, with 83% agreeing or strongly agreeing. However, they were more likely to believe that AI will replace human agents with 59% agreeing with that survey option. Interestingly, the US survey also had 12% of respondents thinking AI is unimportant to their contact centre.

AI in the contact center

There’s been a lot of hype around AI taking over jobs and making humans obsolete in certain roles and industries. While there’s been impressive advancements in the use of AI within the customer service space over the past several years, it’s certainly not at a point where it can completely replace all of your human agents. The fact that a majority of survey respondents in both the UK and US felt that AI will be used to support agents is right on the money. The combination of humans and AI makes for an improved customer support experience.

One way in which companies can support their live agents is with AI-enhanced virtual agents and chatbots. Back in 2015, Motability Operations won a Customer Contact Innovation Award for their contact centre virtual agent, Ask Mo, and gave a presentation on their winning case study. While the presentation is a bit old now (although not nearly as old as The Rotary!), it provides some great insights into why Ask Mo – which is still used in their contact centre today – has been so successful. It provides real evidence to back up the survey’s findings that using AI to support agents provides customers with higher quality resolutions and a better experience.

Be sure to download The Inner Circle Guide to AI-Enabled Self-Service – find the UK version here and the US version here – for more insights into the ways organisations are using AI as part of their self-service and contact centre strategies. While long-established customer communication channels haven’t disappeared, companies need to look to new technologies and methods to help them support those channels, as well as newer ones, in a better and more cost-effective way.

Satisfy Your Curiosity About Deploying AI Virtual Agents and Chatbots

By Mandy Reed, Global Head of Marketing

Do you have a chatbot or virtual agent on your roadmap? Do you need to upgrade a poor performing self-service tool? Are you curious about successful use cases for AI-enhanced virtual agents?

If so, you’ll want to reserve your spot now to join Creative Virtual and Engage Customer for their upcoming webinar, Tips for Deploying AI Chatbots & Virtual Agents.

On Thursday, 4 June 2020 Chris Ezekiel, Founder & CEO of Creative Virtual, will join Steve Hurst, Editorial Director at Engage Business Media, for this live webcast. Through a series of live demonstrations, they’ll explore:

  • Best practices for deploying and optimising conversational self-service
  • Questions to ask when selecting a chatbot or virtual agent solution
  • Tips for using AI and machine learning to improve performance
  • Guidelines for implementing seamless handover to live chat
  • Current live use cases and results from organisations around the world

Advancements in chatbot, virtual agent and conversational AI technologies have made them a go-to solution for providing easy-to-use and cost-effective customer support on digital channels. Customers are becoming more comfortable with using self-service options and appreciate being able to get help instantly at any time of the day or night. Companies benefit from reducing demand on contact centre agents and improving their customer experience.

The realities of the ongoing global pandemic have placed an increased pressure on organisations’ digital channels, including their existing virtual agent solutions. For many companies, the flexibility and robustness of their digital strategy is going to play a key role in how they maintain and build customer loyalty during this time and in the future. Offering reliable self-service is an important piece of that strategy.

Register now for the webinar Tips for Deploying AI Chatbots & Virtual Agents to learn more. Can’t attend the live event? Don’t worry, a recording will be sent to all registrants after the webinar.

You can also request a personalised demo to see how Creative Virtual’s technology can help you deliver seamless, consistent self-service and improve customer loyalty.

An Employee Self-Service Strategy for Evolving Workforce Realities

By Mandy Reed, Global Head of Marketing

Raise your hand if you are working from home for the first time in your current role.

I’m guessing a lot of hands are up, and along with those raised hands have come lots of fresh challenges for companies struggling to support the new reality of a remote workforce. Digital strategies are evolving as organisations address the immediate needs of their employees and also look to the possibility of a more permanent switch to remote work. Twitter was in the news this week when they notified employees that they could continue working from home even when offices begin re-opening. It’s likely that other companies will offer employees similar options to continue to work from home on a full or part-time basis long after stay-at-home orders are lifted.

Whether your workforce is home-based, office-based or a combination of the two, having the right digital tools in place allows you to not only provide essential support for employees but also improve productivity and efficiency. Just as customers are increasingly adopting self-service channels, employees are also increasingly open to using self-help options. In particular, AI-enhanced virtual agents and chatbots empower employees to self-serve when and where they need help, reducing support costs while at the same time improving the employee experience.

The flexibility of this conversational AI technology lends itself to a wide range of successful employee support use cases across areas such as IT Service Management (ITSM), human resources (HR) and staff training. Depending on the size of your workforce and nature of your business, it’s likely that your company could benefit from implementing self-service options in multiple areas.

When it comes to creating a successful employee self-service strategy, there’s no one-size-fits-all approach. The brand new guide Creating a 20/20 Vision for Your Employee Self-Service Strategy will help you get started on your unique strategy with:

  • Three steps for creating and implementing a customised digital self-service strategy
  • Successful use cases for employee-facing virtual agents and chatbots
  • Questions to ask when selecting self-service technologies
  • Advantages to starting with a proof of concept (POC)

There are lots of benefits to improving your employee experience, from increased staff retention to the knock-on effect on your customer experience. Whether your workforce ends up adopting a permanent work-from-home option or everyone returns to your office or place of business, having the right digital tools in place to support them is a necessity. Download this employee self-service guide for insights on how to make your vision a reality.