Analyst Report: A Very Good Report Card for V-Person™ Technology
By Mandy Reed, Marketing Manager (Global)
The Patricia Seybold Group, a strategic advisory service for customer-centric executives, recently released their second evaluation of Creative Virtual’s V-Person technology. This independent report, written by Mitch Kramer, Senior Consultant and titled Creative Virtual V-Person: Delivering Personalized Answers to Customers’ Questions, serves as a follow-up to the original review produced in 2012. In the report, Mitch evaluates our virtual agent technology against a rigorous set of customer-focused criteria important to organisations that want to improve customer experience, increase brand loyalty and reduce customer support costs.
The detailed, 37-page analysis takes a deep dive into V-Person and V-Portal™ (our knowledge management, workflow management and business intelligence reporting platform) and outlines how our technology can be used to deploy virtual agents on web, mobile, social and IVR channels to answer customers’ questions directly or through guided, question and answer dialogs. It also highlights the significant improvements and increased functionality added to our solutions since the previous report. Mitch writes:
“V-Portal is a product strength and competitive differentiator. Personalized answers and knowledge management are V-Person’s most significant strengths and differentiators. V-Person is currently the only virtual agent offering with packaged personalization.”
The report describes personalisation as a ‘significant step forward’ for virtual assistant technology and credits V-Person as being the first to implement this functionality. This new personalised customer service capability is mentioned as an attractive option for account management scenarios in financial services, government, healthcare, telecommunications and travel.
V-Person earns very good grades on the Virtual Assisted-Service Report Card with an ‘Exceeds Requirements’ evaluation in the categories of Answers, Analysis and Matching, and Analytic Functionality. The report recommends that large B2C and B2B organisations and government agencies implement V-Person to deliver cross-channel virtual customer support, lower cost to serve and improve customer satisfaction.