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!