By Chris Ezekiel, Founder & CEO
In February ISG, a leading global technology research and advisory firm, published their ‘ISG Provider Lens™ Intelligent Automation – Solutions & Services’ report. Mrinal Rai, Principal Analyst at ISG, and his team evaluated 19 conversational AI vendors in the report, identifying Creative Virtual as a Leader in the highly competitive quadrant.
I joined Mrinal and Jan Erik Aase, Partner and Global Head – ISG Provider Lens, recently on a Zoom session for a discussion about conversational AI. Mrinal kicked things off by diving into the conversational AI quadrant and his research. He outlined the key factors that led to Creative Virtual emerging as a clear Leader in his evaluation.
Jan Erik and I then discussed a number of conversational AI questions that ISG see coming up with their advisors as well as their clients. In my previous posts, I’ve shared the first two parts of that conversation during which we covered current trends and developments, the changing roles of contact centre agents, barriers to achieving success, and the impact of the pandemic. You can watch Part 1 here and watch Part 2 here.
In the third, and final part of our conversation, we delved into the following question: When setting project goals, what KPIs should organisations identify and what results should they expect?
This is a really important question for organisations as they build their business case for a conversational AI solution. About five years ago, there was a big focus on contact deflection when implementing these tools. While this is still important, we find it to be less important as the focus has shifted more to improving the customer experience (CX). Organisations recognise CX as an important differentiator today in competitive marketplaces.
This same sort of thinking also applies to internal solutions, whether that be a solution deployed within the contact centre or one designed for employee support in areas such as service desk, IT support, HR support, and employee onboarding. Supporting employees is more important than ever and, with the right tools in place, presents an opportunity to improve productivity, efficiency, and job satisfaction.
Check out Part 3 of our ‘Successful Conversational AI: Blending Machine Learning & Human Intelligence’ discussion for more on KPIs and results:
A big thank you to Mrinal and Jan Erik for taking the time for this discussion, as well as to Katie Dickens and Thomas Victor at ISG for working behind the scenes on arranging and producing the recordings of our session!
If you haven’t done so yet, be sure to download a copy of the ISG Provider Lens™ – Conversational AI Quadrant Report.
If you’d like to learn more about Creative Virtual’s expert consultation and see our conversational AI technology in action, sign up here for a personalised demo session with a member of our global team.