The Benefits of Internal Virtual Agents

by Jessica Cody, Marketing Manager

Virtual Agents are a great resource for customers, providing excellent customer support as well as marketing products and increasing sales.  But the benefits of a Virtual Agent go beyond customers; they can also serve as a great tool for your company’s employees.  Virtual Agents are being used by many companies for internal purposes, including payroll support and call center assistance.

For a big company with many employees such as Verizon, a central resource for common internal issues saves a lot of steps for employees trying to find answers.  One of these common issues is payroll concerns.  Often times, issues such as these can be resolved easily before a supervisor’s assistance is required.  In 2009, Creative Virtual implemented an internal payroll Virtual Agent for Verizon employees as a go-to resource for anyone that needs payroll support.

The internal system is split up into multiple business units.  Commonly asked questions the payroll Virtual Agent receives include: “How much vacation am I entitled to, and how much have I used?” and “I didn’t receive my paycheck, what should I do?”.

Another excellent internal use for Virtual Agents is call center assistance.  The call center Virtual Agent reduces the number of clicks for the call center agent to find a soluask mo 31tion for the customer.   Content for the call center Virtual Agent can in many cases be duplicated from the customer-facing Virtual Agent, with additional content and further features added to help agents answer callers’ questions.  The benefits of a call center Virtual Agent include:

  1. Speeds up the training process for call center agents.
  2. Decreases average handling time (AHT) for calls and reduces the number of calls per customer.
  3. Uniform support across all channels.

One company that has had much success with utilizing a Virtual Agent in their call center is Motability Operations.  They have implemented 3 versions of their V-Person™ Ask Mo:

  1. One on their website for customers.
  2. One for dealers, providing them with information on cars as well as scooters.
  3. One specifically for their call center, which helps guide their advisors to the right solution for the customer.

With these solutions implemented, Motability has all of their customer relationship management bases covered.

Incorporating Social CRM Into Virtual Agent Technology

by Jessica Cody, Marketing Manager

Maximizing your company’s social media presence and delivering an excellent customer experience go hand in hand. When deciding whether to go with a certain product or company, individuals are much more likely to listen to the opinion of a fellow customer than to a company advertisement. For this reason, it makes sense to combine social media with a company’s customer relationship management system.

Social media is a simple, yet cost-effective, way for customers to engage with your brand, and to listen to what people are saying about your company and/or product. Social media presence can come not only from social networks such as Facebook or Twitter, but also online product reviews and a company’s online community, which can be a very useful resource for support.

Creative Virtual and Lithium Community Software have partnered to provide an advancedask tina intuit strategy for combining Virtual Agent technology with online customer communities for clients such as Intuit and Verizon. When a customer asks a question, Intuit’s Ask Tina is able to respond with not only knowledgebase answers, but answers provided from Intuit’s online community, along with links back to the community where many customers engage. Go to Quickbooks Canada and click “Chat with Tina Now” under “Ask Intuit” along the right side; inquire about “Working with your upgraded company file in Quickbooks 2010”, and the Intuit Community page is offered as a clickable link option in the bottom right corner of the pop-up. Incorporating community discussion into the Virtual Agent experience reduces customer service costs because many problems can be easily solved peer-to-peer, saving a call to the call center.

Verizon’s online community also serves as a keen resource for the company’s Virtual Agent, Ask Verizon. Launch the Virtual Agent, select the FiOS TV tab and ask “Why won’t my Media Manager function properly?” The Virtual Agent answers with a notification that a peer-to-peer forum answer has been found for that question, with a link to the forum post. Click on the link and a screen pops up with several helpful questions and answers from other users on the topic.

Content promoted from the community drives down the cost of knowledge creation, and helps keep current information available to customers. Any product issues that multiple customers have posted about are identified by Creative Virtual’s system and used to update the knowledgebase with current information that will assist users experiencing that issue. This allows them to stay on top of any pressing support needs, and integrate community conversations into everyday customer support.

From a sales perspective, this integration is also effective because community entries can influence customers to purchase a particular product, or present new, innovative ideas to the company. Whether you realize it or not, your customers are actually advertising for you. Why not take advantage of it?

Twitter is another great tool for listening to what your customers think about your company and/or product.The Virtual Zone has created an excellent Twitter tool that allows companies to listen to customers’ particular tweets about their company or product, using sentiment analysis (an application of natural language processing). The tweets are sorted by sentiment (positive, negative, question or comment) and subject. Response tweets can be automated or done manually. For more information, visit The Virtual Zone blog.

Below is a video demonstration of Creative Virtual and Lithium’s strategy:

Creative Virtual’s Alternative for RightNow Technologies Customers

by Jessica Cody, Marketing Manager

The purchase of RightNow Technologies by Oracle for $1.5 billion has created a lot of cquarkoncern in the RightNow userbase.  As Esteban Kolsky notes in the article “Oracle Acquires RightNow- First Take” from his blog, ThinkJarthe change will not necessarily be a smooth transition for RightNow Technologies.  Kolsky distributed a note to his clients and research distribution lists regarding this event, and summarized the key points in his blog.  One important point made was, “The amount of time, effort, and resources to either integrate RightNow into Fusion or to make it more open and public to fit better in their cloud model is not going to be trivial.”

The acquisition could result in a number of significant changes, as well as a slow transition.  It is likely the software will offer less customer support, and that Oracle will charge more for the services.  RightNow’s over 2,000 customers shouldn’t have to sacrifice the quality of their online customer service, or be charged more for the same services they have already had at a lower price.

Why are RightNow users looking at Creative Virtual?

Creative Virtual has a new release of their OneClick Support Portal that has been getting lots of interest from organizations looking for a state-of-the-art self service, call center and knowledge management system.  Below are some of the benefits our solution offers:

  • Natural language processing, which allows the customers to interact in the same way as they would with a customer service representative.
  • Consolidation of content between website, mobile and call center.
  • Can be deployed within social media sites.
  • Addition of Decision Trees into knowledgebases, to help users and agents find solutions to more complex problems.
  • Easy integration to backend systems, to incorporate customer-specific information in the support experience.
  • Seamless escalation to Live Chat or call center.
  • State-of-the-art content management that allows information to be created and maintained in a large organization.
  • Highly scalable (supports thousands of concurrent users).
  • Can fulfill roles of customer support, sales, marketing, call center, etc.
  • Can be launched from various points on website (Help, Contact Us, Home, etc.)
  • Modern and effective, out-of-the-box onsite, hosted or cloud offering.

Companies with intelligent Virtual Agents have an unequivocal advantage in customer engagement.

Virtual Agents Intercept Online Security Issues

by Jessica Cody, Marketing Manager

One of the many beneficial uses that companies have found a virtual agent brings to their website is the resolution of login recovery and security issues. This is beneficial to the customers as well, because 65% of consumers prefer online support, and would rather not have to waste a phone call. It makes sense, then, that something as common as a forgotten password or username, or other personal security issue, should be handled online.

Forrester analyst Diane Clarkson wrote a great article around this issue entitled “Reducing the Call Center Cost of Login Recovery Should be a Top E-Business Priority”. Her research concluded that of the calls coming in to most business-to-consumer companies’ call centers, a whopping 30-40% of them are regarding login issues. The cost of resolving these issues is outrageous, ranging from $250,000 to $1,000,000 out of the company’s budget per year. It’s no wonder so many of these companies are in search of alternatives. hsbc olivia screenshot 2

Creative Virtual was first approached by HSBC as they were preparing to introduce new security measures for Personal Internet Banking accounts. Ask Olivia was developed to answer customer questions about the new Secure Key and staying safe while banking online. This virtual agent is conveniently located on the Security Centre page as well as the Personal Internet Banking log-in pages allowing customers to find answers about online security any time of the day or night without a phone call.

Ask Verizon, Verizon’s virtual agent developed by Creative Virtual, has also served as a log-in assistant for the millions of Verizon customers that have an online account for TV, phone and/or Internet. If customers forget their username and password, Ask Verizon easily walks them through the steps of recovering the information. Login recovery is a customer service issue that can be easily resolved, as long as website visitors know where to go and what steps to take. That is where virtual agents provide a cost effective and convenient solution. By having intelligent virtual agents available to provide support online, call centers can focus on other issues that actually require a live person.

For the latest news and updates on Creative Virtual’s V-Person™ technology and implementations, please visit us on Facebook and Twitter.

Virtual Travel Agents Pave the Way to Your Next Destination

by Jessica Cody, Marketing Manager

When booking a vacation, there are multiple factors and details that need to be taken into account, such as destination, timeframe, hotel accommodations and price. Meeting all of your criteria can be a challenge, but now more and more travel websites are implementing automated virtual travel agents on their websites to help you find what you are looking for at no cost.

on_the_beach_alison_screenshotUsing a virtual agent can speed up the process of booking a trip, which can become time-consuming and stressful due to the number of factors that must be coordinated and specific criteria that must be met. Many times people are looking for simple details such as what airlines are available or what time their reservation is at, which can be easily answered by a virtual agent. Having a virtual agent as a central point of reference on the website makes a huge difference, and it also encourages more people to book online.

Since the launch of On the Beach’s Ask Alison, developed by Creative Virtual, incoming calls to the call center have been reduced by 20-30% per week, allowing live service agents to better assist clients who need to speak to a human with more complex reservation issues. On the Beach is a UK-based company that offers cheap flight and hotel deals to top destinations around the world. Among Alison’s skills are assistance with destination decisions, hotel and airline options, online check-in and even the ability to provide users with current weather conditions for the specific destination the customer is traveling to. Ask Alison also serves as an excellent marketing tool for hotels and airlines that are booked through the On the Beach website. The template for Ask Alison features a context sensitive customer service/promotional area on the bottom right so that a variety of clickable images are displayed depending on the user input.

National Rail Enquiries’ Ask Lisa, also developed by Creative Virtual and their partner The Virtual Zone, went live in 2007 on the NRE website. National Rail Enquiries is the source of information for all passenger rail services on the National Rail network in England, Wales and Scotland. With over one hundred million website visits per year and 12,900ask lisa with border1 pages on the website, the company was very much in need of virtual agent to assist customers in finding the specific answers they need to plan their journey. Lisa is able to give specific information about each station, including car park prices and ticket office opening times, as well as updates on service interruptions. Through integration with the website’s Journey Planner, she is able to enter travel details given to her by the user to walk them through the planning process.Ask Lisa answers an average of 9,000 questions every day.

The September 2011 article “Eight Cardinal Sins of Online Customer Service In Travel” highlights some of the issues many travel websites are experiencing in customer service, such as failure to give real-time updates, delayed responses and lack of clarity. Virtual travel agents can remove these issues for online customer service on travel websites. On the Beach customers making last-minute travel plans do not have to worry about delayed email responses or call center hours with Ask Alison available 24/7 and positioned prominently on the website. Also, with Alison there to manage the wealth of options available on the website and present the right ones to the customer depending on their criteria, making the right decision becomes easier and less confusing for the customer. National Rail Enquiries’ Ask Lisa is updated with real time travel information every 2 minutes and station information every night.

As the weather starts to cool, travel websites’ customer service technology begins to heat up. These innovations are bound to greatly reduce the unnecessary stress that can sometimes take place leading up to an otherwise much-anticipated holiday.

Click here for more information on Ask Alison, On the Beach’s virtual agent.

Click here for more information on Ask Lisa, National Rail Enquiries’ virtual agent.

Creative Virtual Grabs Attention at LivePerson’s Aspire 2011

by Jessica Cody, Marketing Manager

Creative Virtual exhibited their virtual assistant and Live Chat integration at Aspire 2011, the LivePersonCustomer Summit, October 24-26 in New York City’s Chelsea Arts District.  The global customer summit focused on intelligent consumer engagement, with numerous keynote speakers from LivePerson, their customers and the partners that have helped develop their applications.  The event had a turnout of about 350 attendees, who exchanged ideas of how to better engage their customers and drive sales through the use of Live Chat, along with other web self service products.  The event was a meeting of the minds for many professionals in business development, customer relationship management, sales, marketing and beyond.  Creative Virtual’s clients O2, Verizon and Intuit attended the conference.  Other companies that attended include Capital One, PETCO, Adobe Systems and ICON Health and Fitness.

Creative Virtual, who has a strategic partnership with LivePerson, showcased theilucy_screenshotr seamless virtual assistant and Live Chat integration for O2 at their exhibition booth.  When questions are asked to Lucy, O2’s online virtual agent, she provides an automated response.  However, if the question may require more personalized assistance, Lucy escalates the user to a customer service advisor, and there is a change in avatar to signify the user is now speaking to a live agent.  There was much buzz around the subject after Richard Clarke, Head of Self Service at O2, demonstrated the integration as well in his Tuesday morning presentation, “How to Create Fans and Influence People”.  “About two-thirds of people that speak to Lucy on our website do not need to go anywhere else for support,” Clarke stated on Tuesday.  He also mentioned that there are approximately the same amount of people that speak to Lucy as those that use LivePerson’s Live Chat.

The integration offers much convenience, because those looking for answers can find them all in one place without having to open any other windows or go to a different place on the website.  Also, when the user is passed to Live Chat, a copy of the conversation is provided to the live agent, so no time is wasted rehashing the customer’s issue they are trying to resolve.  With Lucy as the first point of contact, the Live Chat agent’s time is utilized more productively.

All in all, therobert locascio liveperson event was a great learning experience.  Ideas were generated, and connections were made.  There was much positive energy shared around a common goal: making a better experience for the customer.  The message gained from Aspire 2011 was that a happier customer and happier company go hand in hand.  As Robert LoCascio, CEO of LivePerson, said in his closing statement on Wednesday, “The best customer support is our people being themselves.  It’s creating meaning in the world.  It goes beyond selling software.  It’s something we have to live.”  Creative Virtual looks forward to pursuing new opportunities through their partnership with LivePerson.

The Impact of Intelligent Virtual Agents on Financial Services

The financial services sector is one of the fastest-growing markets for intelligent virtual agent technology. With more and more people doing their daily banking, investing and trading online, the need for customers to have online help is greater than ever before. Implementing a virtual agent allows companies to provide instant assistance to their customers when and where they need it most.

hsbc olivia screenshot 2Virtual agents are successful in the financial services industry because they are able to answer commonly asked questions such as how to log into an account, how to retrieve a forgotten password, where to check an account balance, where to sign up for a new credit card, and how to open a new account. Informational sites such as those in the financial services industry have a higher call avoidance than troubleshooting sites. Where the virtual agent knows that a question cannot be answered online, it can provide an escalation path to live chat and call center help.  Based on information from back end systems, intelligent virtual agents can provide accurate and customized answers for users instantly. These systems are providing users with a concise answer to their queries, not just a traditional list of search results or FAQs.  Some of Creative Virtual’s financial services clients have seen results showing up to 30% call deflection rates based on surveys within their virtual agent.

For example, HSBC’s Ask Olivia is a virtual agent that was developed by Creative Virtual for the purpose of assisting online banking customers with changes to online security.  This V-Person™ has proven to be an invaluable resource for customers needing help to gain access to their accounts any time of the day or night. Ask Olivia has been able to easily resolve many online security issues that would otherwise tie up call center phone lines. She has been strategically placed on the Security Centre page as well as the Personal Internet Banking log-in pages.

Intelligent virtual agents also serve as useful sales reps for financial services companies.  MyCyberTwin created an intelligent virtual agent many refer to as Sarah that is used by financial services companies. Erika Morphy, a contributor, states in her article “It’s the Attack of the Sales Bots” that Sarahhas a 94% accuracy rate and has managed to drive sales for many companies as well. The article states that people are starting to choose virtual agents over live help when it comes to sales inquiries.

Creative Virtual is happy to add E-Trade to their repertoire of financial services clients, which includes HSBC, Intuit, Lloyds Banking Group, Sainsbury’s Finance, and M&S Money. E-Trade is a holding company that offers online discount stock brokerage services for self-directed investors. They offer banking and lending products such as checking and savings accounts, money market accounts, certificates of deposit and credit cards. According to Virtual Agents: The New Value Proposition, by IBM Global Services, “Having started as a low-cost platform for stock trading, online trading has quickly matured into a diversified, multi-provider investment platform that allows investors to research and buy a wide range of financial services.” Very few people make investment decisions completely on their own, so having an intelligent virtual agent that they can trust available 24 hours a day, 7 days a week takes a lot of stress off both the investors and their advisors. Virtual agents can carry out advanced services that require a high level of competence, including household investments, risk management recommendations, and lending and tax planning.