Providing a Superior Omnichannel Customer Experience with Virtual Assistant Technology

By Chris Ezekiel, Founder & CEO

Happy CX Day! Today we celebrate great customer experience and the professionals who make it happen. A successful omnichannel customer experience strategy requires a combination of a dedicated, knowledgeable team and innovative technology (read more about that here), and it’s great to have a day set aside to bring attention to that.

Last week I presented a webinar titled Providing a Superior Omnichannel Customer Experience with Virtual Assistant Technology as part of CRMXchange’s Technology Innovation Showcase series. As the title suggests, I addressed the many ways in which virtual assistant technology can be, and currently is being, used by organisations to deliver an exceptional anytime, anywhere experience to customers.

After a few slides, I jumped into my live demonstrations as quickly as possible to give attendees a real look at the power of natural language virtual assistant solutions. This technology has evolved into powerful and flexible Smart Help tools which provide accurate and consistent support across contact channels, including web, social, mobile, contact centre and kiosks. With endless options for integration—live chat, call back, community forums, site search, ‘how-to’ videos, real-time data feeds, personal account information—customers receive a seamless, end-to-end experience.

What really sets Creative Virtual’s V-Person™ (virtual assistant) technology apart from other solutions is our bringing together of natural language virtual assistants with knowledge management, workflow management and business intelligence reporting into one powerful platform. This platform, V-Portal™, gives organisations the ability to bring content together in one tool, create and deploy intelligent virtual assistants across contact channels, and gain better insight into customer behaviour with advanced conversational reporting.

My thanks to CRMXchange for hosting this webinar and for having me back as part of the Technology Innovation for a second year! If you missed the live event and want to see V-Person and V-Portal in action, you can view a recording of the webinar here. If you attended the webinar (thank you!) and want to see more of our technology, you can request a live, personalised demo.

Image courtesy of pakorn at