पोस्ट

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!

Navigating the Chatbot Confusion in 2018

By Chris Ezekiel, Founder & CEO

The new year is here, and with it has come much of the confusion from last year about chatbots and artificial intelligence (AI) and how it all fits with your organisation’s business goals. It’s easy to get swept up in the media hype. For some that means approaching chatbot and virtual agent projects with inflated expectations, and for others that leads to a scepticism about it all being a passing fad.

At Creative Virtual, we’ve always taken pride in the relationships we’ve built with our customers, guiding them through best practices for implementing this technology and keeping their solutions successful year after year. Recently we’ve seen our ability to act as expert consultants become more important than ever.

I’m proud to share that our industry expertise has won us two awards as part of Corporate Vision Magazine’s 2017 Consultancy & Advisory Awards: Best Self-Service Solutions Advisory Firm 2017 and Digital Marketing Consultant of the Year 2017 – UK. Congratulations to the whole Creative Virtual team!

There are several different aspects to our consultancy role in the industry. One part is general education about the technology to help dispel the confusion created from the media hype and overpromising of some industry vendors. This involves speaking at industry events around the world, presenting on webinars and publishing educational materials. A few resources I recommend you check out:

  • AI, Chatbots & Live Chat: Separating Truth from Myth – In this webinar, which is now available to watch on-demand, I dive into the confusion, false claims and inflated expectations to separate the truth from the myth. I share a realistic look at machine learning, chatbots and live chat in the customer experience space and present a series of live demonstrations of the technology.
  • Virtual Agents and Chatbots and Avatars – confusing or what! – This educational whitepaper walks readers through the various names and terminology being used in the industry, tips for selecting a system to meet your objectives and current use cases for conversational self-service.
  • AI, Chatbots and Virtual Agents: The Threat to Mankind and the Contact Centre – In this whitepaper, readers will get a realistic view of AI and chatbots in the customer experience space and how this technology is impacting the contact centre. It also covers ways you can leverage chatbots and virtual agents to prepare your contact centre for the future.

Our team also provides one-on-one advice and guidance for organisations. We’re passionate about helping businesses select the right solutions, guiding them step-by-step through the implementation process and then ensuring their deployments continue to meet the changing needs of users. We also continuously look for new and innovative ways our technology can be used to meet business needs. For example, we were helping organisations deploy virtual agents for employee self-service long before industry analysts were talking about that as a potential use case.

I firmly believe that just as important as choosing the right technology is working with a team of people who are highly experienced in deploying these solutions. Contact us to learn more about how the expert Creative Virtual team can help you navigate the chatbot confusion as you look to implement your 2018 support strategies.