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. […]
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 – […]
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 […]
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 […]
By Mandy Reed, Global Head of Marketing Making a call to a customer service contact centre can be a frustrating and time-consuming experience on a regular day. Throw in a global pandemic and all bets are off. Many organisations are struggling with an overwhelming increase in calls and the closure of call centres. Customers are […]
By Mandy Reed, Global Head of Marketing There is always an element of uncertainty we must take into account when planning for the future. This has perhaps never been truer on a global scale than right now as we face the unpredictable impact of the COVID-19 pandemic. While it may not be the right time […]
By Laura Ludmany, Knowledgebase Engineer As described in my previous post, financial organisations find themselves under immense pressure due to the unfolding coronavirus crisis; they have to respond quickly to rapid changes. Delivering excellent customer service is more important than ever, as it can be a real ‘make it or break it’ experience for customers […]
By Laura Ludmany, Knowledgebase Engineer We are experiencing unprecedented times and the world is rapidly transforming with loads of uncertainty arising day by day. Our normal routine has changed, and we need to get used to dealing with coronavirus related situations and disruptions. Naturally, we are all seeking reassurance, guidance, help and support. At Creative […]
By Chris Ezekiel, Founder & CEO So far in this series we have discussed using chatbots, virtual agents and conversational AI to offer easy-to-use customer self-service (Part 1) and as an Agent Assist tool to support contact centre agents (Part 2). In this third and final instalment, let’s explore how this technology can be used […]
By Chris Ezekiel, Founder & CEO In Part 1 of this series, I talked about the immense pressure organisations are under to deliver quality service and support over digital channels during this period of coronavirus-related quarantines, lockdowns and stay-at-home orders. We took a look at some of the benefits of using AI-enhanced chatbots and virtual […]
