By Mandy Reed, Marketing Manager (Global)

Creative Virtual is one of only four companies in London to be recognised by The Queen’s Awards for Enterprise in the category of Innovation in 2017. The company was selected for this honour not only for our innovative technology, but also because of the hard work and dedication of our global team. Creative Virtual’s experienced, expert team is what sets the organization apart from others in the industry. As part of the five-year celebration of our Queen’s Awards for Enterprise, we’re talking with some members of the Creative Virtual team about the technology, their involvement in the industry and what winning this award means to them.

Today we introduce Eileen Stall, Knowledgebase Manager with Creative Virtual USA. Having prior management and customer care experience and a degree in art history, Eileen came across a Creative Virtual job posting in 2015 while looking for a new role with a better work-life balance. Now a key member of our operations team, she is responsible for the building and upkeep of virtual agent knowledgebases for a number of large enterprise clients, including Cox, The New York Times and IHG. Eileen works closely with these organizations to enhance their content, utilize analytics to improve answer quality and coordinate new expansions of their virtual agents. She shared with me how the media buzz around machine learning has created industry challenges and why Creative Virtual’s diverse team is key to the company’s success.

What have you found to be major challenges facing the chatbot and virtual agent market today?

Chatbots have gone from being an obscure technology to one that everyone knows about and have likely had experience with. It’s nice that now chatbots have some recognition value when I explain my job! But “machine learning” becoming a buzz word has created a big challenge for the market. Companies don’t understand the huge amount of data that you actually need to implement a solution that only relies on machine learning. The idea that you can just deploy a chatbot and never have to work on it again is simply not possible. I find that a divorcing of technologies from their original contexts has created a lot of misplaced hype in the tech world.

Now the market is seeing a number of chatbot pilots which attempted to implement machine learning to inappropriately small datasets ending with some messy results. In several cases, we as Creative Virtual have had to go through a re-education process about the realities of machine learning after potential clients have heard some fantastical pitches from competitors. We’ve opted not to rely solely on machine learning in spite of the buzz. Rather, we leverage human curated content and look at user intents to determine the best responses. This may take a little longer than what’s promised with some other solutions, but that extra time is better than a Twitter bot disaster!

This is what sets us apart from those other vendors. We have a solid understanding of what we’re doing and why we’re doing it, not just making technology decisions based on the buzz. Even when the market started going crazy about deploying fully self-learning virtual agents, we stood firm in our combination of machine learning and human curation of content because we knew that was the best approach to accurate and reliable solutions.

Why is it important to work with an experienced chatbot and virtual agent vendor like Creative Virtual?

Creative Virtual has what I like to call a concierge approach. We offer a packaged deal of innovative software and years of accumulated experience in the industry. Clients can leverage our experience to create a successful virtual agent. Companies don’t have a “bot division” so the more we can provide a concierge type of experience, the better the result and the less overwhelmed they feel. How can you expect someone with no experience to build out the bot, to know what content to put in, to identify when a user needs to be escalated to live chat? That doesn’t make sense. We don’t burden our customers with requests to provide huge amounts of content or put pressure on their copywriter. We have the experience to guide and assist through the entire process. We can be ghostwriters, creating content in the brand’s voice, but tailored to the chatbot platform, such that all that is needed is the client sign-off.

We customize our virtual agents on a case-by-case basis but have developed expertise in many industries. For example, I’ve worked a lot with telecommunication companies so I’m very familiar with the type of questions their customers are asking most often. The 80/20 rule has definitely applied to deployments in this sector wherein nearly 80% of the inputs are asked about the top 20% of content. Deploying a slimmer knowledgebase with the plan to build out is a great approach for that situation. You start with the most common questions being asked repeatedly – questions about a bill, how to cancel or change service, etc. – and then build the other content organically based on actual user conversations and the customer’s voice. That way the knowledgebase is being driven by what customers are really asking about. The more unnecessary content you have in a chatbot knowledgebase, the harder it is to achieve a high level of accuracy. Of course, the virtual agent won’t be able to answer 100% of questions at first, so it’s important to make sure your secondary support system, such as live chat or a help page, is robust. That way you have a back-up for users and can still provide a good customer experience. This approach is successful when you’re working with an experienced vendor like Creative Virtual because we have the expertise to build out an effective knowledgebase quickly and efficiently.

How has the explosion of new contact channels affected the deployment of virtual agents?

A lot has changed in the world of virtual agents over the past few years. Now companies are coming into new deployments with a plan for their bot. They have a space in their business where they need to provide help and know they don’t need a human to do that. They also know enough about the technology to understand the benefits of working with an experienced vendor who can help them finetune and implement their plan to achieve the best possible results. They have confidence in our expertise and take advantage of our large library of existing integrations and knowledge about rolling out chatbots to additional channels.

It can be like the wild west with new technologies though, with people and companies suffering from tech hype. There’s a growing confidence in bots and so you don’t need to convince people to use them. However, before rolling out a chatbot to another channel, companies need to keep in mind the context of their customer engagement rather than making a decision simply on that the fact that something is new and creating a lot of buzz.

For example, enterprises might already have some stats and live chat transcripts from a channel like Facebook Messenger that they can use when considering adding their chatbot to that type of channel. Similarly, adding a bot to their app can be informed by what customers are already doing on mobile. When faced with a completely new channel where there is no history of experience with customers there, that’s when it’s hard to determine whether that channel can provide value. Voice assistants like Amazon’s Alexa and Google Home are getting a lot of media coverage now, and they can be a great channel for chatbot deployment for some use cases. This is where context is important to provide a positive customer experience. Does your content lend itself well to a voice conversation? Or do your customers need a visual, such as a diagram or chart, to really benefit from the virtual agent’s answer? That’s another reason to work with an experienced provider like Creative Virtual. We can help guide you through the maze of new contact channels to develop the best experience for your customers.

I love that there’s always something new in this industry, so my work never gets stale! There’s always something to learn and new ways to use these developments to help our clients provide better customer support.

What does Creative Virtual winning The Queen’s Awards for Enterprise: Innovation 2017 mean to you?

Being American, I had never heard of the Queen’s Awards, so when Creative Virtual was announced as a winner I did a little research and was happy to discover that the award went beyond simply recognizing companies for their financial success. The award also recognized the people behind that success who bring together our variety of experiences every day to create and deliver our innovative solutions. This really resonated with me as I’ve always felt that the diversity of our team in the US is what makes us a good vendor and partner. Everyone is coming together from different backgrounds with different perspectives to become experts in the field.

This award is fitting because on top of delivering innovation to our customers, we also prioritize developing our staff. Cultivating positive interpersonal relationships in the office and across customer and partner companies is an important part of the Creative Virtual culture. Our diversity has been key to our success, particularly on difficult projects. We’re not your stereotypical bunch of old white men sitting in a boardroom; we’re a diverse group of people combining our unique outlooks and experiences to deliver the best solutions possible to our customers.