पोस्ट

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.

The Digital Workplace in 2019

By Liam Ryan, Sales Director

In the survey results published by HR.com at the end of 2018, 79% of Human Resources (HR) professionals responded that chatbots and virtual assistants will become an increasingly viable way for employees to get real-time answers to their HR-related questions. Yet that same report identified that only about 10% of organisations are currently making use of artificial intelligence (AI) for HR purposes now.

One of the main takeaways from the recent Digital Workplace Directors Forum in London reflected the findings published in that report. While many organisations understand the benefits of using this technology, only a limited number of forward-thinking companies have done anything about it yet. That’s changing though as organisations add AI, chatbots and virtual agents to their 2019 roadmaps and digital workplace initiatives.

The agenda for the forum included a variety of speakers covering current workplace case studies and predictions for the future of the digital workplace. Creative Virtual Founder & CEO, Chris Ezekiel, was one of the expert speakers and shared insights and live demonstrations of conversational AI solutions for employee engagement. He showed how our virtual agents and chatbots are being used by organisations in a variety of sectors to provide a quick and easy self-service solution for HR and IT service desk support. He also showed how these automated solutions can be seamlessly integrated with human-assisted channels, such as live chat, as well as other existing backend systems, such as ticketing systems and third-party databases. One success story he shared was how a large government department is using our technology to reduce internal service desk costs and improve employee productivity.

Many of the discussions I had with other forum attendees reflected conversations I had at a customer and employee engagement event a couple of months ago. Organisations are coming to understand the benefits of providing better and easier support for employees and are placing an increased focus on improving employee engagement in 2019. Chatbots and virtual agents are proven tools in the digital workplace for everything from onboarding new employees to helping troubleshoot common IT issues to training contact centre agents.

If you weren’t at the event or missed Chris’ presentation, be sure to request a live demo to see our chatbot, virtual agent and live chat technology in action for yourself.

Our thanks to Engage Employee for inviting Creative Virtual to sponsor your first event of the year.

Employee Engagement and the Digital Workplace

By Mandy Reed, Marketing Manager (Global)

Organisations are dealing with the rapid pace of digital change, both internally and externally, and the ways those changes are affecting their employees. From HR to internal IT support desks, companies are increasingly placing a focus on improving the employee experience through new digital initiatives. If you’re working to improve the employee experience in your organisation, then be sure to join us at the Digital Workplace Directors Forum on 30 January in London.

The one-day conference will feature case studies, innovative digital workplace solutions and tips for improving employee communication. Creative Virtual Founder & CEO, Chris Ezekiel, will draw on his experience in the industry to present on Conversational AI for Employee Engagement. He’ll outline the essential components for using conversational AI solutions to improve the employee experience, from best practices for implementing chatbots, virtual agents and live chat to using an orchestration platform for centralised, consistent information and delivery. His session will include live demonstrations of current implementations so attendees can experience first-hand how this technology can have a positive impact on the digital workplace.

The Creative Virtual team will be on hand during the Networking Breaks to provide more information on our employee-focused chatbot, virtual agent and live chat solutions and to share tips to help you build a business case for implementing these technologies in your organisation.

Visit the Digital Workplace Directors Forum website for the full agenda and ticket information. Hope to see you there!

Not able to attend the event in London but interested in learning how we can help you increase employee productivity, reduce internal support costs and improve engagement? We’d be happy to arrange a personalised demo at a time that works for you – request your demo here.

Employee Engagement Remains a Top Priority Alongside Customer Engagement for 2019

By Liam Ryan, Sales Director

Welcoming a new year often goes along with an ‘out with the old, in with the new’ mindset, but two things that are staying hot on companies’ 2019 agendas are customer engagement and employee engagement. This was glaringly obvious at the recent AI & Robotics Directors’ Forum: AI Enhancing Customer & Employee Engagement. From the delicious smoked salmon and cheese bagels served for breakfast to the final moments of the drinks reception at the end of the day, the event highlighted companies’ increased focus on improving engagement across the board.

Customer experience and engagement has been a top priority for most organisations for years, but improving employee engagement is a more recent addition to agendas. Organisations are coming to understand the benefits of providing better and easier support for employees. They are also coming to understand that many of the same digital tools, such as chatbots and virtual agents, that they are utilising to improve their customer experience can also be leveraged to improve their employee experience.

The event agenda featured presentations and panel discussions focused around practical uses of artificial intelligence (AI) in the customer and employee engagement spaces. I was joined at the event by Chris Ezekiel, Founder & CEO, who presented a morning session titled ‘Taking Engagement to the Next Level: Conversational AI for customers & employees’. He shared some insights into the expectations of customers and employees and then took an in-depth look at how organisations can bring everything together to centrally control a consistent, convenient and efficient experience for both customers and employees.

Using a single orchestration platform enables you to deliver consistent information and support across touchpoints and allows you to more easily engage users on the devices, channels and apps they are already using in their everyday lives through chatbots, virtual agents and live chat. For conversational AI to be effective, it must use a hybrid approach of machine learning and human input. The orchestration platform you put in place must allow you to manage that combination of humans and AI so you can deliver the best experience to users and maximise on your investments.

During his session, Chris shared a few live demonstrations to illustrate industry best practices. The best way to really understand how this all comes together is to see it in action, so if you weren’t at the event I encourage you to request a demo. Our team is always happy to arrange a time that works with your schedule so you can experience the ways conversational AI can help you improve your customer and employee engagement.

Our thanks to the AI & Robotics Directors’ Forum organisers for inviting Creative Virtual to take part in your last event of the year!