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The Chatbot & Virtual Agent Experts Have Spoken: Experience Matters

By Rachel F Freeman, Operations Director & Laura Ludmany, Knowledgebase Engineer

Whitepapers are designed to be plain-speaking and informative documents spanning an array of subjects. At Creative Virtual, whitepapers are not created too often as they hold a special place in our repository of resources since they offer information that stays valid for a much longer time than other documents. We write them as valuable reference points which can be reviewed when required.

We take great pleasure in introducing this newly created whitepaper from Creative Virtual as it has a lot of straight talk about one of our favourite subjects: user experience in the realm of self-help tools. The insight and intel our Guide to Selecting a Virtual Agent or Chatbot Vendor: Forget the Technology & Focus on Experience contains spans the width and breadth of the company: sales, marketing, technical and not least the operations team, some of who contributed by submitting their hottest and most relevant tips.

Where else can you find a paper that consolidates industry understanding and expertise from a group of people with a combined 83 years of experience in a field that has only been viable, commercially, for about the past 20?!

In addition to contributions from both of us, the whitepaper also includes insights from Claudio Chico, Rachael Needham, Len Power, Maria Ward, Rob Foster, Peter Studd, Ridhi Mathur and Mandy Reed. We drew from our extensive experience in the virtual agent and chatbot field to explore six areas of experience that are necessary for success. For example, we touch on the importance of skill in building a strong business case, integrating with other systems and technologies, creating the right user experience and identifying future developments.

We were so glad to contribute to this guide as it really brings the whole team closer to the readers. Having that personal touch makes a difference and helps to make the technology as well as industry jargon and terms more understandable. Having to choose a self-service solution can be a daunting task – there are so many industry-specific, and often even provider-specific expressions (which usually all mean pretty much the same thing!), that during your search, you might just feel even more confused than before you started. Demo calls might have the same effect, especially if you need to pass on the gained information to your team.

It helps to have clear, short and objective guides to help with your selection process – our 7-page long whitepaper is a perfect example of this. AI tools don’t need to be complicated and overwhelming if you go with the right team who can make things simple and easily understandable for you.

For example, we’ve found in our personal experience that as we go through the deployment and content curation processes clients, especially those who are new to self-service solutions, often find somewhat abstract our third area covered in the whitepaper: Experience with building and deploying successful solutions. To them, customer behaviour analysis and conversation flows are mysterious things and so they find it difficult to identify and deliver complex user journeys.

For an experienced virtual agent team, this is a typical case when a picture, or in this instance one demo flow, is worth a thousand words. Once we create a prototype flow for our customers, they are able to visualize their content flows and get quickly into the swing of things, supplying us new journeys and loops proactively. This is the sort of invaluable consultation experience you will receive when you work with the right virtual agent vendor.

The right team will also help you with analysing your virtual agent or chatbot’s usage to help you identify some quick wins. For example, for a new project we’ve been recently working on, our analysis enabled us to suggest creating new structured conversation flows by linking together existing content. This meant the client did not have to provide any new content, yet the user experience and their specific KPIs (key performance indicators) were improved significantly. It is personalised recommendations like this that enable you to get the most from your self-service tool, and that only happens when you work with a provider that builds a close relationship with your company and team.

virtual agent & chatbot guideWe encourage you to take a look at the tips and nuggets of wisdom from a dynamic and accomplished group of people on the Creative Virtual team who know their stuff and are happy to share it. We hope you find it useful as reference as you consider self-help tool options and providers. We may be a little biased, but we firmly believe you’ll be hard-pressed to find a better and well-informed source!

Download your copy of our Guide to Selecting a Virtual Agent or Chatbot Vendor: Forget the Technology & Focus on Experience right now! Don’t forget you can always request more information or your own expert consultation by contacting us here.