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A New Ebook and a Conversational AI Success Story During Times of Pandemic

By Mandy Reed, Global Head of Marketing

We have all been facing new personal, professional and community challenges this year as we continue to deal with the harsh impacts of a global pandemic. At Creative Virtual, the team has been working hard to help our customers with their challenges related to delivering quality customer and employee self-service as information and needs change quickly. So, when AI Time Journal approached us to contribute to their ebook featuring ‘Conversational AI Success Stories During Times of Pandemic,’ it was a no-brainer for us to take part.

The new ebook, Conversational AI Trends 2020, takes a look at the rapid advances in conversational AI technologies and the new applications and use cases emerging across industries. Through a series of interviews with industry experts and innovators, the AI Time Journal Editors dive into current conversational AI trends and predictions for the future. Chris Ezekiel, Founder & CEO of Creative Virtual, was one of the experts interviewed and made this important observation:

“Organisations have realised the need to have and/or work with people skilled specifically in this technology to implement successful projects – a trend that’s being magnified by the current global pandemic. The increased focus on digital experiences and sudden spike in usage of conversational AI tools have highlighted how important this expertise is to development, maintenance and expansion of projects.”

That need for skill and expertise is reflected in the conversational AI success stories featured in the final section of the ebook. The first success story tells how an international financial services group’s V-Person™ virtual agent is rising to the challenges of customer support during the pandemic.

As the COVID-19 pandemic spread around the world in early 2020 and restrictions were put in place, this international financial services group faced the same challenges as many other businesses: the closing of physical locations, new guidelines to keep contact centre agents safe and rapidly changing information. While the organisation’s V-Person virtual agent had been a key part of their customer support strategy for many years, it came to the forefront during this time, becoming their go-to method of communicating with customers.

The quickest way to update information

Accessing the most recent information was important to customers to help them make sound financial decisions during an uncertain time. Providing that information was paramount for this financial services group but meant they had to have a way to keep content up-to-date as the government issued new programmes and schemes, regulations and processes changed, and pandemic restrictions evolved.

The organisation discovered that their virtual agent was the best way to keep up with rapid changes and deliver accurate information to customers. The process to update content within the virtual agent was quicker and easier than updating content on their website, allowing them to make as many changes as needed while minimising the amount of time the team spent actioning those changes.

The support needed for a transitioning call centre

Restrictions and guidelines to slow the spread of COVID-19 meant it could no longer be business-as-usual for the organisation’s call centre. As the call centre dealt with rotating shifts and transitioning to a new way of working, they faced a period of having fewer agents available to deal with a rising volume of customer queries. To help relieve pressure from live agents, they began to proactively direct customers to self-serve through their virtual agent.

Since the virtual agent could provide the most updated information available, this approach was a win-win for customers and the call centre. Customers appreciated being able to quickly find answers to their questions without the hassle of making a call and dealing with long hold times. Call centre agents benefited from fewer calls which gave them more time to help customers with complex issues or who preferred to discuss their question with a live agent.

The right collaboration for a better CX

In the past, the team responsible for keeping the virtual agent’s content updated would need to reach out to the call centre for input. Now call centre teams are actively providing feedback and new content to add based on incoming calls from customers. This collaboration is enabling the organisation to keep their virtual agent performing well and delivering accurate answers to customers’ most pressing questions.

During the 3-4-month period of widespread shutdowns and stay-at-home orders, the financial services group saw their virtual agent traffic double and then nearly triple. Even after those large peaks, usage of the virtual agent continues to be greater than usual with high customer satisfaction scores.

While others struggled with their CX, this financial services organisation recognised the potential of their virtual agent and successfully pushed it to the forefront of their strategy.

Download a full copy of the Conversational AI Trends 2020 ebook for a complete look at highlighted industry trends, insights and success stories. You can also request a live demo with a member of the Creative Virtual team to learn more about our V-Person virtual agent, chatbot and live chat solutions and see them in action.

A big thank you to Martin Russo and the team at AI Time Journal for inviting us to take part in this ebook!

It’s Time to be Smart About Your AI Strategy

By Chris Ezekiel, Founder & CEO

I first started working in the world of virtual agents in 2000 and, even though the technology was very much in its infancy at the time, saw huge potential for innovation and growth in the industry. Having now led my own company in this space for over 15 years, I have a unique perspective on the advancements of conversational AI technology and the ways it can be used. I was pleased to share some of my insights with the AI Time Journal recently in an interview for their Conversational AI Initiative.

Whether you use chatbots, virtual agents, conversational AI or one of the other numerous terms in the market today to describe this technology, one of the biggest challenges the industry faces (besides the inconsistent terminology!) is the lack of understanding within organisations about deploying these solutions. Just a few years ago this was due to them not really knowing much about virtual agents or how these tools can be used to improve the customer and employee experience. Now there is typically a general understanding of what virtual agents are, and the lack of understanding stems more from the media hype around AI and the confusion created by other vendors making false promises about the capabilities of the technology.

As I discuss in the interview, I truly believe that the key to a successful conversational AI strategy is to work with an experienced team of people. Enterprises need to be smart about the choices they make and not get swept up in the AI hype and empty promises if they want to have a strategy that will not only work today, but also set them up for future innovation and expansion.

This is why the Creative Virtual team is the company’s biggest asset. We’re able to provide organisations with the consultation services they need to really understand the possibilities – and limitations – of the technology and develop a customised implementation plan rooted in industry best practices. It is our combination of an experienced, expert team and our award-winning technology that sets us apart from other vendors in the space. In fact, this was one of the reasons that Frost & Sullivan selected Creative Virtual as the AI-Enhanced Customer Self-Service Product Leader this year. You can read more in their independent report.

In a world where customer experience is THE differentiator, one of the biggest opportunities for organisations implementing conversational AI is the ability to provide a superior and personalised experience to their customers. They can deliver on customer expectations for an experience that is effortless and embedded within their normal day-to-day activities. The interaction with your company becomes like that of friends interacting with each other.

Enterprises also shouldn’t overlook the big opportunity to leverage this technology to provide that same type of effortless, personalised experience for their employees. That can be onboarding new team members, training and supporting contact centre agents, delivering internal service desk support, offering easy self-service for HR questions – just to name a few! We’ve seen a huge increase over the past few years in these types of internal implementations with impressive results.

My interview also delves into my thoughts on voice-enabled conversational interfaces, challenges of channel-specific chatbots, and future technology trends that will impact the industry. My thanks to the AI Time Journal Editorial Staff for including me in their Conversational AI Initiative! You can read my full interview here.