When it comes to incorporating artificial intelligence, chatbots, virtual agents and live chat into their customer support strategy, organisations need to make decisions based on realistic expectations. But with so much media hype and overpromising from some industry vendors, it can be a challenge to separate the truth from the myth.
Media hype and overpromising from some industry vendors have created unrealistic expectations for AI chatbots, whilst at the same time industry analysts are predicting significant increases in chatbots and virtual agents in the customer service space. What does this really mean for the future of customer engagement and your contact centre?
Personalised, consistent and accurate engagement anytime, anywhere – customers expect it and are left disappointed when organisations fail to deliver it. With customer experience being a key factor in purchasing decisions, smart companies are turning to the combination of virtual and real support to successfully provide omnichannel engagement.
By Christian Evans, Junior KB Developer (Americas) No matter where you look, you can’t avoid the buzz about the seemingly alien Millennials. This is the group of people born somewhere between the early 1980’s and the early 2000’s, coming after the Gen X and the Baby Boomers who just can’t seem to understand them. What […]
With Christmas quickly approaching and the start of 2016 just around the corner, we wanted to take a moment to say thank you for making 2015 such a wonderful year! From being named a Cool Vendor by Gartner to the release of our ‘2015 Global Customer Support Outlook Survey’ results to the numerous awards won […]
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By Leah Bateman, Consultant & Project Manager This week Creative Virtual are delighted to be showcasing our Intelligent Virtual Agent technology at the HPE Discover Conference 2015 at the ExCel Centre in London, hosted by Hewlett Packard Enterprise. Established 1st November 2015, Hewlett Packard Enterprise (HPE) is a brand new company with a 75-year history […]
