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It’s Time to Pull Back the Curtain on Enterprise Conversational AI Pricing

By Chris Ezekiel, Founder & CEO

Enterprise software pricing is often shrouded in mystery and the subject of intense negotiations between the supplier and customer. For applications where the market is immature then this is necessary as it takes some time to equate the cost with the business value. Whilst chatbots and virtual agents have been around for a long time, it’s relatively recently that they’ve become ubiquitous within the enterprise. I’m very pleased to report that Creative Virtual is stepping forward to lead the way in removing this shroud of mystery around conversational AI pricing.

Long-term relationships based on trust and transparency are attributes that underpin the culture within Creative Virtual, and we’re proud to launch the ‘Guide to Enterprise Conversational AI Pricing: Calculating the Cost of a Successful Chatbot or Virtual Agent’ whitepaper

This comes at a particularly important time as the conversational AI market is oversaturated with solutions that do not deliver the level of sophistication, flexibility, and customisation needed for a well-performing enterprise solution. These tools come with a lower price tag but end up negatively impacting the organisation’s bottom line by harming the customer experience and eroding customer loyalty.

This expert guide pulls back the curtain on enterprise-level pricing to empower organisations with the knowledge they need to properly budget and evaluate costs of conversational AI solutions.

We have drawn on our many enterprise-level customers and partners, together with a world leading amount of experience within the industry, so that organisations can have confidence not only in the pricing but also the advice on the effort and expertise required to maintain a successful solution. And whilst the technology platform is clearly a key part, the experience and expertise are often undervalued. That was the motivation for our previous whitepaper, ‘Guide to Selecting a Virtual Agent or Chatbot Vendor: Forget the Technology & Focus on Experience’.

conversational ai pricingNow, your organisation has two important complementary whitepapers that draw on Creative Virtual’s nearly two decades of delivering successful solutions in many sectors to help you develop a conversational AI roadmap designed to give your company a customer experience competitive advantage.

Download our new guide to enterprise conversational AI pricing for insider tips on budgeting for your solution, typical pricing models, and average costs for pilots and full systems.

When you’re ready to learn more and start building your own business case for a conversational AI solution, our expert team will be here to arrange a personalised demo and discuss your consultation workshop.

Will Old Internal Systems Destroy your Conversational AI Dream?

By Mandy Reed, Global Head of Marketing

Microsoft announced this week that they will stop supporting Windows 10 in 2025, with no new updates or security fixes being released after 14 October. This news comes as the company plans to reveal a new Windows operating system later this month. Screenshots of the new Windows 11 have been leaked online ahead of that virtual event – you can check them out here.

Whether you’re a Windows user or not, this type of announcement can highlight the need for wider discussions about the technology and systems being used internally at your organisation. Are you one of the many companies that relies on old or out-dated solutions? These legacy systems can have a knock-on effect, sometimes creating issues when the restrictions they create aren’t acknowledged at the start of a digital project or even keeping organisations from embarking on new projects at all.

For example, this can be the case when deploying an internal conversational AI solution for employee support. As virtual agent and chatbot expert, Peter Studd explains in a conversational AI guide:

“It’s very important to be aware of your users’ technology when you’re implementing a virtual agent to ensure it will be compatible. For example, it’s not uncommon for large companies to have very old systems and browsers that are still being used companywide. This can cause issues if not taken into consideration when developing an internal virtual agent.”

Constraints created by old systems and browsers don’t necessarily mean you need to abandon your plans for an internal virtual agent. However, they should be identified and discussed at the beginning of your project to avoid any unwanted surprises. If not, you could find that you’ve invested time and money into a solution that can’t be properly integrated with an important legacy system or isn’t user friendly for employees using older browsers.

This is just one of the downsides of taking a DIY approach to building and deploying a chatbot or virtual agent. If you don’t have people with the right experience on this team, it will be easy to miss or overlook older systems that could create project roadblocks. You end up with a case of ‘we didn’t know what we didn’t know’ and a tool that doesn’t meet expectations.

An experienced conversational AI provider will know the right questions to ask to help you pinpoint any potential compatibility issues upfront. They’ll provide guidance on any changes or accommodations you may need to make to your plan. They’ll also be able to offer suggestions for ways to work with potential constraints based on a deep knowledge of their technology and prior experience with similar challenges.

In an ideal world, all of the systems and technologies being used by your organisation would be up-to-date and easy to incorporate into new conversational AI projects. Since that’s not likely to become a reality any day soon, the best course of action is to work with a provider that can not only help you identify potential challenges but also provide the guidance on how to overcome them. Old internal systems don’t need to destroy your conversational AI dream.

Stop Trying to Improve Efficiency at the Expense of CX

By Mandy Reed, Global Head of Marketing

Earlier this year my niece starting reading Laura Ingalls Wilder’s Little House on the Prairie book series, and I’ve been rereading them along with her. It’s been fun having discussions with her about the books and hearing what part of the stories stuck out for her as most interesting or surprising about Laura’s pioneer life. It’s also made me grateful to have modern conveniences like running water and refrigeration!

Over the course of history, humans have always looked for ways to improve efficiency and productivity. Think about all the inventions you studied in school, like the printing press and cotton gin, that initiated key moments of change for industry and society. Innovation drives progress, but that progress doesn’t innately mean a better experience or quality of life for everyone.

Advances in artificial intelligence (AI) and machine learning have meant more potential use cases for automation technologies. Businesses see this as an opportunity to improve efficiency and productivity – and it is. However, being too focused just on those goals often means they overlook the importance of the experience.

Forrester analyst, William McKeon-White writes about this as part of his research on help desk chatbots. He points out that prioritizing efficiency over experience leads to the critical element of user success being overlooked. If users don’t have a good experience with the chatbot, they won’t keep using it. And if users aren’t coming back to the tool, there’s no way for the organization to achieve positive longer-term outcomes.

It’s important to understand this as you build your business case for a conversational AI tool. As chatbot expert Rachael Needham explains in a vendor selection guide:

“Having a clear business objective will dictate much of what and how the chatbot is implemented. For example, is the objective to reduce phone calls or live chats – and how will that be tracked? Is it to improve customer satisfaction – and how will that be measured? Another key question to ask when thinking of customer experience is: are we really meeting the needs of our customers or are we just trying to make a score look better?”

Improving productivity and efficiency are worthy and important goals but shouldn’t be attempted at the expense of the user experience. Your chatbot or virtual agent should be designed to create a better experience by providing quick, easy support. Reducing phone calls or live chat sessions because you’re giving customers a better way to get help, without having to take the time and effort to engage with a contact center agent, is an efficiency improvement that’s positive for your business and your customer experience (CX).

In a recent discussion with ISG, Creative Virtual Founder & CEO, Chris Ezekiel, pointed out that he has seen a shift in the focus of organizations when implementing conversational AI. Five years ago, the business cases for these solutions were heavily centered around contact deflection. However, as businesses come to recognize the competitive advantage of improving CX, that focus moves to creating better experiences as the key priority.

This doesn’t mean that organizations shouldn’t have the goal of improving efficiency and productivity with conversational AI tools. Instead, they should identify those objectives as part of their strategy to improve the overall experience. Often, you’ll find they go hand-in-hand. Efficiency improvements can be a crucial means by which the experience is made better. Expert conversational AI professionals understand the best ways to balance these needs and set goals that go beyond just making a score look better to achieving real success.

For more tips on creating a conversational AI strategy and building a business case, check out these resources:

Successful Conversational AI: Blending Machine Learning & Human Intelligence, Part 1

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. In the report Mrinal Rai, Principal Analyst at ISG, evaluated 19 conversational AI vendors based on a set of market-driven criteria. The result of that evaluation placed Creative Virtual as the clear Leader in conversational AI, surpassing all other vendors with our competitive strengths.

Recently Mrinal and I (virtually!) sat down with Jan Erik Aase, Partner and Global Head – ISG Provider Lens, for a discussion on conversational AI. Our conversation covered a lot of ground, including current industry trends, the impact of the pandemic, and setting conversational AI project goals. We talked about the findings of ISG’s research as well as current successful conversational AI implementations.

We have divided our nearly 30-minute-long discussion into three parts, the first of which I’m excited to share with you in this post (scroll to the bottom to watch Part 1).

Jan Erik and Mrinal start off the discussion by diving into the ISG Provider Lens™ Quadrant Report and why Creative Virtual has been identified as a Leader. Mrinal points out that when it comes to conversational AI, it’s not just about the solutions themselves but also how they blend with human intelligence. His evaluation focused on both V-Person™ (our virtual agent, chatbot, and live chat technology) and V-Portal™ (our innovative orchestration platform). The power of our technology to blend machine learning and human intelligence along with our strong presence in the market were the key factors that led to ISG positioning Creative Virtual as a Leader in the space.

I then joined the conversation to discuss with Jan Erik some questions that ISG see coming up with their advisors as well as their clients. In Part 1 of the discussion, we explore:

  • What current trends and developments in conversational AI are important when evaluating virtual agent and chatbot management platforms?
  • With conversational AI now being a key part of omnichannel support strategies, how are the roles and responsibilities of contact centre agents and customer service professionals evolving?

Check out Part 1 of our ‘Successful Conversational AI: Blending Machine Learning & Human Intelligence’ discussion:

 

 

My next post will take a look at Part 2 of our session where we explore some of the biggest barriers organisations face when it comes to building, deploying, and maintaining successful conversational AI projects. In the meantime, be sure to download your copy of the ISG Provider Lens™ – Conversational AI Quadrant Report.

Conversational AI Data and Powerful Customer Insights

By Mandy Reed, Global Head of Marketing

These days it can be easy to feel like we’re in a constant state of information overload. The 24-hour news cycle combined with social media and the ability to Google anything always at our fingertips makes it difficult to escape the relentless barrage of information. This can also make it difficult to discern what information is genuinely important and worthy of our time.

The same is true when it comes to your organisation’s customer experience (CX). There is information floating around everywhere on customer behaviours, preferences, and sentiments. However, it can be a struggle to gather and identify the customer insights that are meaningful and most important for your CX strategy.

In fact, Gartner analyst Augie Ray identified ‘looking in the wrong places for customer insight’ as one of the key mistakes that kill CX programmes in their infancy. He points out that you can’t expect customer-centric results from a strategy that is not based on real customer insight and understanding. Likewise, you won’t be able to measure the impact of your programme if you aren’t gathering and analysing customer feedback, sentiment, and experiences.

Conversational AI is growing in popularity among businesses and their customers because of the positive self-service experience high-quality virtual agents and chatbots are delivering. However, organisations should never overlook the added benefits they gain by analysing the conversational data these tools can collect.

In a chatbot vendor selection guide, conversational AI expert Ridhi Mathur explains:

“In this era of data, a sophisticated virtual agent can play a very significant role for many businesses. The conversational data collected is very rich. It can be analysed and mined to understand your customers’ views, identify developing trends and make informed predictions, which can in turn contribute to areas such as product or service innovations and marketing.”

As you are developing your CX programme and selecting tools, be sure to keep this in mind. You want to implement a conversational AI solution that is not only built based on a deep understanding of your customers but will enable you to gather valuable customer data as well. You also want to ensure that you are properly analysing that data to assist with ongoing improvements to your CX and inform other areas of your business, such as product development and marketing programmes.

The customer insights that can be provided by chatbots and virtual agents are too beneficial to overlook when you are selecting a technology to implement. Consider this as you are reviewing conversational AI pricing options. Purchasing a chatbot without the right tools for data collection and reporting functionality never pays off, no matter how much money you might think you are saving. It is also key to work with a provider that has the expertise to assist you with mining and analysing the conversational data to maximise your benefit.

If you need some help cutting through the information overload when it comes to selecting a conversational AI vendor, check out the ISG Provider Lens™ Intelligent Automation – Solutions & Services. This report provides an independent, market-driven evaluation of the industry and comparison of 19 conversational AI providers.

Is Your Inexperienced Approach to Self-Service Driving Customers Away?

By Mandy Reed, Global Head of Marketing

As many people around the world reflect on more than a year of pandemic-related lockdowns, restrictions, and public health measures, it’s impossible not to marvel at how we all adapted to our current reality. This has involved a lot of trial-and-error as we learned new skills and created new routines in both our personal and professional lives.

Trial-and-error is important to our individual growth and life in general. However, when it comes to areas like customer support, using a trial-and-error approach can have a devastating effect on your customer experience. And it is no secret that poor experiences can lead directly to customer churn and lost revenue.

Perhaps in the early days of limited in-person interactions and surges in calls to contact centres, customers were more understanding about long wait times or out-of-date self-help content. The attitude of ‘we’re all in this together’ extended to giving companies a little space to try some trial-and-error to get their support experience right. If that grace period did exist, it is now long over!

During the past year, more customers have turned to digital channels and automated self-service for support. Usage of virtual agents and chatbots exploded with record-breaking levels of traffic. Customers expect these conversational AI tools to be easy-to-use, convenient, accurate, and reliable. When built and maintained properly, they are all those things.

Unfortunately, not all companies tackle the implementation of conversational AI solutions with a realistic understanding of what it takes to make them successful. Instead, they take a DIY approach with limited internal knowledge and experience. This requires a lot of trial-and-error which creates poor performing tools and frustrated, unhappy customers.

As Claudio Chico, Development & Support Technician at Creative Virtual, explained in a recent conversational AI guide:

“A proper business virtual agent has many parts and building one involves knowledge in many areas. If any part is new to you or you aren’t extremely familiar with the tools you are using, you’re stuck applying the principles of ‘hoping this works’ and ‘changing stuff and seeing what happens’. When you outsource this to an experienced provider, you get a whole team of people who not only know what they are doing but have done it thousands of times. They have a deep understanding of how to use their tools and how they work, so nothing is a mystery anymore.”

Part of the underestimation of the importance experience plays in successful conversational AI projects stems from a misconception that chatbots and virtual agents are new self-service solutions that burst onto the scene several years ago. If this is new technology, then surely everyone is inexperienced and utilising a trial-and-error methodology, right? The truth is this technology has been used in areas such as website self-service for over two decades.

Even though these self-service tools may be new to your company and team, vendors like Creative Virtual have years and years of experience with delivering successful solutions. This means that forward-thinking companies – perhaps even some of your competitors – have years and years of experience with offering successful solutions. It also means that customers have used those successful solutions when engaging with other businesses and will use your chatbot or virtual agent expecting the same level of reliable and accurate self-service.

When it comes to creating positive customer experiences and getting the most from conversational AI technology, there is no substitute for having hands-on experience with building, integrating, installing, maintaining, and expanding virtual agents and chatbots. An inexperienced, trial-and-error approach doesn’t drive success. It drives your customers away.

Download the Guide to Selecting a Virtual Agent or Chatbot Vendor: Forget the Technology & Focus on Experience whitepaper for more tips from industry experts.

Also check out the ISG Provider Lens™ Intelligent Automation – Solutions & Services report for the analyst group’s independent evaluation of the conversational AI market and vendors.

Bottom line: Work with an experienced team to deliver your company’s self-service solutions and leave the trial-and-error for finding the most flattering lighting for your next Zoom meeting or testing the best ways to trick your kids into eating their vegetables.

Selecting the Right Conversational AI Vendor Makes All the Difference

By Chris Ezekiel, Founder & CEO

It’s been a tough year for every organisation and one that created a renewed, and often urgent, push for digital transformation projects. In their new ISG Provider Lens™ Intelligent Automation – Solutions and Services study, the experts at ISG found that the market for conversational AI has shown a steady growth over that time. This and other intelligent automation technologies are helping enterprises optimise costs and productivity while also enabling them to stay prepared for the future.

With conversational AI now at the forefront of many digital experience strategies, ISG evaluated 19 vendors based on the depth of their service offerings and market presence. I’m very proud that Creative Virtual is a Leader in Conversational AI, surpassing all other vendors with our company’s competitive strengths! The analysts at ISG found Creative Virtual to be a Leader based on our comprehensive solution portfolio and industry experience, emphasizing our long history of developing and delivering conversational AI solutions that provide real results.

Conversational AI

When it comes to implementing conversational AI tools to support your customers, employees, and contact centre agents, selecting the right vendor makes all the difference. This doesn’t just mean the technology; you must also consider the experience and expertise of the vendor’s team. It is the combination of these two factors that will set your project up for success.

I’ve talked before about how much the virtual agent and chatbot space has changed since I founded Creative Virtual in late 2003. What hasn’t changed over that time is Creative Virtual’s commitment to delivering the best combination of innovative technology and expert consultation and guidance to our customers. We strive to become a trusted partner to each of our customers, getting to know their organisation and specific goals in order to deliver customised solutions. We also use these close relationships to gather input for our R&D roadmap to ensure we continue to innovate in a way that will help companies tackle their real challenges and deliver real results, now and in the future. This is what allows Creative Virtual to be a conversational AI Leader today.

In our Leader profile in this ISG report, the analysts note: “Creative Virtual is a well-known and established brand for AI-enabled client support”. In fact, our very first enterprise-level customer is still a customer today, working with us continuously for over 17 years now. We also have several other organisations that we’ve been able to count as customers for at least 10 years. That level of experience and long-term collaboration is rare among vendors in today’s crowded conversational AI market, but extremely valuable.

The ISG Provider Lens™ is a great resource for anyone involved with selecting a conversational AI vendor to begin a new project or replace an existing, poor performing one. It provides:

  • An overview of the Intelligent Automation Solutions and Services market
  • Comparisons of conversational AI provider strengths, challenges, and competitive differentiators
  • Analysis of Creative Virtual’s product capabilities, industry expertise, and strategic partnerships

You can download a copy of the ISG Provider Lens™ Quadrant Report here. Our team would also love to show you our technology in action, and you can request a personalised demo here.

Congratulations to the Creative Virtual team on our recognition as a conversational AI Leader in this independent ISG report!

Combining Chatbots and Voice for Omnichannel Experiences

By Liam Ryan, Sales Director

Last week Creative Virtual joined our partner Spitch as co-sponsors of The European Chatbot & Conversational AI Summit. The event was 100% virtual this year and featured two afternoons of various presentations, workshops, and panel debates. While being virtual is never quite the same as talking with someone face-to-face, it was great to see so many thought-provoking exchanges on the Discussion board and interesting questions asked by attendees during the sessions.

I teamed up with Gary Williams from Spitch to present on Day 1 of the Summit. Our session, The Omnichannel Solution: Chatbots + Voice, explored combining natural language chatbots with speech recognition capabilities to create powerful voicebot solutions. We shared some industry research from ContactBabel that showed 85% of CX professionals identified creating omnichannel/connected journeys as very or somewhat important to their strategies in the next two years (download the full report here). It’s no secret that customers want and expect an omnichannel support experience.

The tight integration of chatbots and voice creates a seamless journey as users switch between channels to help you deliver that connected experience. Gary and I shared two example voicebot use cases, one for customer support and one for employee support, that showed how the user could start a process on one channel and complete it on another in a smooth, seamless way.

For those interested in getting started with their own voicebot project, we ended our session with three important tips:

  1. Work with experienced vendors – Today’s market is crowded with new start-ups and inexperienced providers. You want to work with vendors that already have proven experience with both deploying and maintaining these solutions in your industry or sector. By partnering with experts, you immediately benefit from their experience. They can help you avoid common pitfalls, guide you on best practices, and ensure compliance with industry requirements and regulations.
  2. Select reliable technologies – This is why Creative Virtual and Spitch have partnered on voicebot solutions. We both bring years of expertise and documented results for each of our respective technologies. Be cautious about vendors that have attempted to tack on their own poorly developed chatbot or voice technologies to their main solution just so they can shout ‘Me too!’ You want technologies that are secure, can scale to current and future requirements, offer the hosting options you need, and will give you reliable results.
  3. Understand the integration options – When it comes to integrations, you need to first make sure there is a deep, seamless integration of the chatbot and speech technology to have a successful voicebot. Then consider what other integrations you are going to need to create a personalised user experience. You want a solution that can easily integrate with any existing content sources, backend systems, CRMs, other communication channels, etc. so that you can create a custom experience and connected journey.

If you’re interested in learning more about voicebots, schedule a demo to see these solutions in action and discuss possible use cases. You can also read more about the Creative Virtual and Spitch collaboration in our integration overview.

Thanks to Gary and Spitch for their event partnership and to The European Chatbot & Conversational AI Summit organisers and attendees for two days of great virtual content!

Delivering Innovation that Enables Successful Self-Service

By Mandy Reed, Global Head of Marketing

Innovation is essential for companies to stay relevant, be competitive and achieve long-term growth. History is littered with brands that resisted change and failed to keep up with new trends and preferences in the marketplace – like Blockbuster – which ultimately resulted in their demise. However, simply being innovative is not enough to ensure success.

What is too often missing from the emphasis on being innovative is the necessity for that innovation to be applicable to the real life needs and challenges of your company and customers. Having innovation at the heart of our company culture at Creative Virtual has served the company well, but only because we innovate with the objective of delivering products and services that genuinely help our customers meet their goals in increasingly better ways.

Today we announced Creative Virtual’s latest award win: ‘Most Innovative Conversational Self-Service Solutions, 2020’ in Corporate Vision Magazine’s Corporate Excellence Awards. As a company we are proud to receive this recognition for innovation. We are even prouder to know that our dedication to innovation is enabling us to provide both the conversational AI technologies and the expert consultation and managed services needed to create quality self-service experiences.

Conversational self-service tools have progressively become more mainstream in the nearly two decades of Creative Virtual’s history. The COVID-19 pandemic thrust them into the spotlight even more in 2020 as companies scrambled to automate online customer service, better support a remote workforce, and relieve growing pressure on contact centres. Organisations already using V-Person™ solutions from Creative Virtual had a distinct advantage in meeting the challenges of customer support during the pandemic.

Many customer experience (CX) predictions for 2021 foresee conversational self-service becoming more integral to customer support strategies. Shep Hyken, a customer service and experience expert, included chatbots in his Top 10 Business Predictions for this year:

“Chatbots will do more than just communicate with customers. Most companies use chatbots as a way to manage customer support. Chatbots will continue to do that, and get better at it, but they will also help decide what happens next. The initial interaction is the starting point for automating processes or escalating the issue to a human.”

Creative Virtual’s chatbots and virtual agents are already doing that, which is one of the reasons why we were named most innovative by the award judges. In 2020, we introduced the Neutrino release of V-Person (our conversational virtual agent and chatbot technology) which brings together humans and AI with powerful integration options and easy-to-manage workflows. With V-Portal™ (our virtual agent, chatbot and live chat management platform), organisations can create personalised conversations, identify next-best-actions, and escalate from virtual to human support in a seamless way.

Being innovative in this area requires more than just having cool technology, though. It also demands having the experience and expertise to implement that technology in innovative ways to create positive, reliable self-service engagement. This was hugely important in 2020 – and another reason Creative Virtual received this recognition – when businesses, customers, employees, and contact centres were facing new challenges and rapidly changing circumstances. Our team rose to this task, finding ways to help our customers achieve success. In the words of one of our customer contacts from a major financial services group:

“The service from Laura and Andi has been great since we launched our virtual assistants. They have been on hand to support with any question I have and support I’ve needed. During the tough times of the COVID-19 outbreak, we have had to make multiple changes quickly and they have made this process simple.”

Congratulations to the whole Creative Virtual team on this recognition as ‘Most Innovative Conversational Self-Service Solutions, 2020’ and your ongoing dedication to developing and delivering successful self-service!

You can read our official award announcement here and request a personalised demo of our self-service solutions here.

Our thanks to the Corporate Excellence Awards judges for recognising our commitment to innovation and growth throughout 2020!

Conversational AI and the Future of APAC Contact Centres

By Chris Ezekiel, Founder & CEO

Like many industry events this year, the annual HKCCA (Hong Kong Customer Contact Association) Symposium went virtual on 5 November. Our partner Continuous Technologies (CTINT) was once again an event sponsor and graciously invited me to present on the Symposium theme of Future Fit.

This was my sixth time speaking at the HKCCA Symposium, but the first time doing it from the UK. This event is always one of the highlights of the year for me, and I missed being in Hong Kong in person to take part in the great discussions and awards gala fun. Just as the COVID-19 pandemic changed how we participated in the Symposium, it has also greatly affected how businesses engage with their customers. The theme of Future Fit perfectly reflected the pressure contact centres around the world are experiencing as they tackle these current challenges and prepare for the unknown challenges of the future.

The event speakers covered a variety of topics with a strong emphasis on digital innovation and transformation within the contact centre industry. My session, Conversational AI & the Future of Your Contact Centre, also delved into how the digital CX impacts contact centres and agents. The fact is that even though APAC CX practitioners identify digital CX as a top trend, a majority of organisations are only in the early stages of their digital transformation journey and far from having an integrated, omnichannel experience.

While this may offer a rather gloomy view of the state of CX in the APAC region, I think it also provides an exciting opportunity for organisations to jump ahead of the customer experience curve and really stand out from competitors. Conversational AI is an important technology to help join up the contact centre with digital channels and prepare your contact centre and agents for the future.

Conversational AI is showing itself to be more important this year than ever before as the world comes to grips with the impacts of the pandemic. In 2020 there is an increased focus on automated technologies, such as chatbots and virtual agents, as companies face new customer service and experience challenges and customers alter the ways they engage with businesses. One advantage of this technology is that it can handle massive volumes of conversations at the same time, 24/7. Another advantage is that changes to content can be deployed very quickly, a must-have during a time when keeping information dynamic, up-to-date and accurate is key.

The companies that have the most success with their CX strategies take an approach that combines digital channels and the contact centre. They build a team that brings them together instead of keeping them separate as was done traditionally. This helps with creating and implementing an omnichannel, or channel agnostic, conversational AI strategy.

Conversational AI can become the friend, buddy and colleague of the contact centre agent when delivered in the form of an Agent Assist tool. This tool can be used as a research wizard to help agents answer questions. It can also be set up to ‘listen’ to calls or ‘watch’ live chat sessions to make suggestions to the agents with the relevant information. When agents override the tool’s suggestion, those changes are used to help train the chatbot or virtual agent. The future of the contact centre then becomes the training and best practice centre for bots – the Robot Academy, if you will.

In order to maximise the benefits of your contact centre agents’ expertise, be sure to partner with an experienced conversational AI vendor. You want to work with a team that has the experience to guide you through the creation of a business case and realistic project plan and then put that plan into action. Select a vendor that also offers consultation services to assist you with creating a positive experience for both customers and your agents. Having the right technology is important, but without a doubt the most important factor is the human part of building, deploying and maintaining conversational AI solutions.

If you want to learn more about conversational AI in the contact centre, you can request a personalised demo. A member of our team will be happy to set up a virtual session to show you live demonstrations of our implementations and explain more about the technology.

Thank you so much to CTINT for inviting me to speak again at this event, and a special thanks to Mabel Tsim for assisting me with my virtual presentation. Congratulations to the HKCCA team for putting together another great event despite all the extra challenges this year. I hope to see you all in person again next year!