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Tips for Deploying AI Chatbots & Virtual Agents

By Chris Ezekiel, Founder & CEO

Chatbots, smart help, virtual assistants, virtual agents, conversational AI – there are lots of names for this automated, self-service technology being used today. Regardless of what you call it, the objective for including it as part of your customer service strategy is to deliver quick, easy access to information. How to select and deploy the right technology to do that for your organisation was the focus of the webinar I recently presented with Engage Customer.

In the webinar, Tips for Deploying AI Chatbots & Virtual Agents, I talked about some key questions to keep in mind when adding one of these solutions to your customer experience (CX) strategy. You want to ask: How can I ensure my chatbot or virtual agent is:

  • Providing accurate and personalised information?
  • Creating a positive and seamless experience?
  • Using artificial intelligence (AI) and machine learning in a reliable way?
  • Able to grow and expand with my digital strategy?

Deploying a solution that enables you to integrate with other systems and knowledge repositories is crucial to success. You want a solution that is backed by an orchestration platform that allows you to bring together all of the content sources and manage the natural language processing (NLP), intents and machine learning to keep the conversations flowing in a seamless, personalised way across customer touchpoints. You also want to be learning all the time from these conversations in such a way that the human content owner works alongside the machine learning component to provide the best possible customer experience.

I am a great believer that the best way to really understand the technology and why these questions are so important is to see the technology in action. During the webinar I shared a series of live demonstrations of solutions currently deployed for companies in the telecommunications, financial services and travel sectors. I selected these examples because they showcase how the technology is being used across a variety of customer touchpoints and with various integrations to deliver customised, seamless experiences.

To help companies get started with selecting a new chatbot or virtual agent – or finding a solution to replace a poor performing tool – I ended my presentation with four important tips:

  1. Work with an experienced vendor
  2. Select a reliable technology
  3. Look for flexible integration options
  4. Evaluate the orchestration platform

I went into detail on each of these tips and shared some specific questions to ask during the evaluation process to ensure you are deploying a technology that will work for your specific goals and use cases. It’s important to consider how the solution not only fits with your immediate plans but how it will evolve and grow with your company and strategy.

My thanks to Steve, Katie, Dominic and the entire team at Engage Customer for hosting this webinar! You can watch the webinar recording on-demand to see the demos and find out more about my tips and best practices for deploying AI chabots and virtual agents.

If you want to learn more about Creative Virtual’s experience and technology or are interested in arranging an individual workshop, contact us here. The Creative Virtual team is ready to help you get started on your successful virtual agent strategy.

Satisfy Your Curiosity About Deploying AI Virtual Agents and Chatbots

By Mandy Reed, Global Head of Marketing

Do you have a chatbot or virtual agent on your roadmap? Do you need to upgrade a poor performing self-service tool? Are you curious about successful use cases for AI-enhanced virtual agents?

If so, you’ll want to reserve your spot now to join Creative Virtual and Engage Customer for their upcoming webinar, Tips for Deploying AI Chatbots & Virtual Agents.

On Thursday, 4 June 2020 Chris Ezekiel, Founder & CEO of Creative Virtual, will join Steve Hurst, Editorial Director at Engage Business Media, for this live webcast. Through a series of live demonstrations, they’ll explore:

  • Best practices for deploying and optimising conversational self-service
  • Questions to ask when selecting a chatbot or virtual agent solution
  • Tips for using AI and machine learning to improve performance
  • Guidelines for implementing seamless handover to live chat
  • Current live use cases and results from organisations around the world

Advancements in chatbot, virtual agent and conversational AI technologies have made them a go-to solution for providing easy-to-use and cost-effective customer support on digital channels. Customers are becoming more comfortable with using self-service options and appreciate being able to get help instantly at any time of the day or night. Companies benefit from reducing demand on contact centre agents and improving their customer experience.

The realities of the ongoing global pandemic have placed an increased pressure on organisations’ digital channels, including their existing virtual agent solutions. For many companies, the flexibility and robustness of their digital strategy is going to play a key role in how they maintain and build customer loyalty during this time and in the future. Offering reliable self-service is an important piece of that strategy.

Register now for the webinar Tips for Deploying AI Chatbots & Virtual Agents to learn more. Can’t attend the live event? Don’t worry, a recording will be sent to all registrants after the webinar.

You can also request a personalised demo to see how Creative Virtual’s technology can help you deliver seamless, consistent self-service and improve customer loyalty.

Orchestrating a Seamless and Efficient Customer Experience

By Mandy Reed, Marketing Manager (Global)

We live in an always-on world with instant access to information and news and trending hashtags always at our fingertips. There have been numerous studies done about the effects of digital devices and the growing need to always feel connected. As I’m writing this, I have no electricity or internet access thanks to the power of mother nature which, I’m slightly embarrassed to admit, is giving me a good bit of anxiety about the percentage of battery left on my smartphone – my one connection to knowing what’s going on in the world without actually having to leave my house!

It’s certainly no secret that this new normal of constant digital connection and instant access to information in our personal lives has also changed our expectations for our engagement with businesses and brands. Organisations are facing the challenge of delivering a quality support experience over a growing number of contact channels. Messaging apps, like Facebook Messenger and WeChat, and smart speakers, like Amazon Alexa and Google Home, have been added to existing touchpoints, like the phone, website and social media, instead of replacing them. On top of that, many organisations are struggling with lots of disconnected information sources making it difficult to keep content updated and deliver the right information to customers on all channels. So how can organisations bring this all together to create a consistent, convenient and efficient customer experience?

Chris Ezekiel, Founder & CEO of Creative Virtual, will join Engage Customer on Tuesday, 27 November for a webinar to address this question, Orchestrating a Seamless and Efficient Customer Experience. Through a series of live demonstrations and practical tips, attendees will learn:

  • The benefits of centralising knowledge management control and using a single orchestration platform to deliver consistent support across contact channels
  • Best practices for implementing chatbots, virtual agents and live chat to provide accurate and seamless omnichannel engagement
  • Ways to leverage a hybrid of artificial intelligence and human input to reduce support costs whilst improving conversational engagement

Register now for the webinar Orchestrating a Seamless and Efficient Customer Experience. Can’t attend the live event? Don’t worry, a recording will be sent to all registrants after the webinar.

You can also request a personalised demo to see how our technology can help you deliver seamless, consistent support and increase customer satisfaction scores.