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“Virtual Moron-Idiot!”: Why Chatbots Fail and the #ChatbotRescue Mission Saving Them

This post originally appeared on AI Time Journal as part of their Conversational AI Initiative.

By Chris Ezekiel, Founder & CEO

It’s hard to find anyone involved with the chatbot and virtual agent industry who hasn’t heard the cautionary tale of Microsoft’s AI chatbot Tay. In less than 24 hours, Twitter users trained Tay to give offensive, racist and inappropriate responses which resulted in Microsoft taking Tay offline. Described as a ‘machine learning project designed for human engagement,’ Tay ended up becoming an often-cited example of an AI chatbot gone wrong.

As someone who has been working with virtual agent technology for nearly 20 years, Tay reinforced for me that pure AI is not the right answer for customer service and employee support virtual agents and chatbots. Yet, when Facebook announced the launch of chatbots on their Messenger platform and the media frenzy around AI and chatbots took hold, some conversational AI vendors jumped on the AI bandwagon. The industry suddenly became saturated with both false promises about the capabilities of the technology and a plethora of new start-ups claiming to have AI-powered customer service bots.

Fast forward a few years, and the chatbot and virtual agent landscape is now littered with poor-performing implementations and failed projects. In some cases, these failing projects have garnered negative press for companies. Telecommunications company Telstra was in the news when their virtual agent Codi was branded a ‘virtual moron-idiot’ by customers for failing to answer even basic questions. The National Disability Insurance Agency (NDIA), a government agency in Australia, was criticised for spending more than $3.5 million AUD on a chatbot project that never even reached the testing stage. In other cases, enterprises are struggling behind the scenes with internal chatbot projects. It’s not unusual to find companies with more than 10 projects in progress, but none of them delivering on their potential.

This is a common theme in organisations around the world. Yet, it’s not all doom and gloom for the industry. While there are many chatbot and virtual agent projects failing or never coming to fruition, there are also lots of highly successful implementations that have been in place for years. For example, at Creative Virtual our very first enterprise customer is still a customer today – that’s over 15 years of consistently delivering successful virtual agent solutions for them. So why do some chatbot projects fail while others achieve long-term success? There are two main pieces to the puzzle – the technology and the people.

As with any other product or technology, not all chatbot and virtual agent solutions are created equal. Here are just a few of the common problems enterprises are encountering because they don’t have the right virtual agent technology in place:

  • Channel-specific solutions – While providing 24/7 self-service on one channel can be a great way to get started with a chatbot, organisations are discovering that technology designed only for one channel is now creating a disjointed experience for customers because the tool can’t be linked up with any other channels. These companies are struggling with the challenge of having yet another siloed tool to maintain that makes it harder to deliver a seamless, omnichannel customer experience.
  • ‘Dumb’ solutions – Basic chatbot solutions are designed to do just that – have basic interactions. Organisations using these platforms are struggling to create unstructured conversation flows and deliver intelligent self-service that can help users solve issues using natural language. Without options to integrate with existing content sources, other support options and account information, simple chatbot solutions don’t allow for the easy, personalised experience users want. They also don’t have the right combination of machine learning and human input on the backend to help them continually improve in a reliable way.
  • Tough-to-grow solutions – Some enterprises thought their chatbot was on-track until they tried to grow their solution. Not all platforms give organisations the ability to scale their chatbot to other touchpoints, to support millions of users, to expand into other business areas, to link the contact centre to digital channels, to meet specific security and hosting requirements, to control the amount of machine learning and human input used – the list goes on and on. A self-service tool that can’t grow with the company won’t deliver long-term success.
  • DIY solutions – Lots of companies jumped at the chance to build their own chatbot only to discover that they don’t have the experience, know-how and data to create a tool that will meet their customer and/or employee engagement goals.

That last issue is just part of the reason why people are the other main ingredient for a successful chatbot implementation. As I mentioned in my Conversational AI interview, I truly believe that the key to a successful chatbot/virtual agent/conversational AI strategy is to work with an experienced team of people. There are lots of confusing options and challenges in the industry today, and enterprises need to be smart about the choices they make. Organisations need to work with an experienced partner that can help guide them in creating and implementing a chatbot strategy that will work today and also set them up for future innovation and expansion.

Often chatbot projects fail because the organisation isn’t working with a vendor that can provide consultation experience as well as the right technology. It’s important to work with a team that will collaborate closely to design a customised solution and provide guidance on both sector-specific and general industry best practices. This expertise needs to go beyond the initial implementation process to include experience in ongoing development and optimisation. New start-ups typically can’t provide that type of insight and support, and most organisations don’t have that expertise internally.

The good news for enterprises struggling with poor performing chatbots and projects that never got off the ground is that there are options for getting their projects back on track. Instead of abandoning these projects, they can save their investments by leveraging what they already have and building on that to create a successful chatbot by upgrading to the right platform. As someone who has been involved with this technology since its infancy, I’m passionate about helping these organisations save their investments. The expert team at Creative Virtual and I know intimately how well this technology can work for enterprises and don’t want them to continue to miss out on those benefits.

If your organisation is struggling with a chatbot or virtual agent project, I encourage you to reach out to learn more about Creative Virtual’s Chatbot Rescue Mission.

If your organisation hasn’t started out on your conversational AI journey yet but is worried about selecting, deploying and maintaining a successful solution, I recommend downloading these Top Tips for Implementing a Chatbot or Virtual Agent in 2019.

Conversational AI in the Contact Centre

This post originally appeared on AI Time Journal as part of their Conversational AI Initiative.

By Chris Ezekiel, Founder & CEO

Contact centres require a great deal of investment for organisations – from recruiting and training staff to putting the right tools in place for agents – and yet still often deliver a poor customer experience. Plagued by long wait times, agents dealing with inadequate or incomplete access to information and a disconnect from digital channels, contact centres are struggling to meet customer service expectations. With industry experts predicting the year 2020 as the point when customer experience (CX) will overtake product and price as the number one way companies will differentiate themselves from the competition, organisations can’t risk ignoring these common contact centre issues.

Smart companies are working hard to better their CX. Organisations everywhere are embarking on digital CX initiatives in an effort to improve their experience, build loyalty and increase sales. Conversational AI is increasingly an important piece of these initiatives with chatbots and virtual agents becoming essential tools for providing 24/7 self-service to digital customers. Available on websites, messaging apps like Facebook Messenger and WeChat, and smart speakers like Amazon Alexa and Google Home, chatbots are helping organisations deal with the growing number of customer touch points.

Yet, all too often these digital initiatives and conversational AI strategies ignore the contact centre. This creates expensive silos that damage the customer’s experience. A truly successful strategy goes beyond what customers are experiencing online to include what’s happening in your contact centre.

Chatbots are more than customer self-service tools

Many organisations are utilising conversational AI to create a self-service experience for customers but are overlooking the added benefits of using this technology in the contact centre. Chatbots and virtual agents help maximise on contact centre investments by instantly providing agents with information to assist callers, reducing average call handling times and increasing first contact resolution. Training time for live agents is drastically reduced, and organisations build confidence with customers by assuring consistent communication from all agents. When agents know they always have the information they need at their fingertips, their focus moves from trying to retain knowledge to building better relationships with customers.

The tool understands questions asked in natural language, as well as common abbreviations used by agents, and can guide agents through processes and forms step-by-step as they assist customers. By giving all staff easy access to the same level of knowledge, anyone from support teams to trainers and coaches can step in to answer customer questions with confidence at peak or busy times. Chatbots also lend themselves well to gamification around content awareness, skills training and performance improvements.

Not all chatbots are designed for the contact centre

There’s a record number of chatbot options on the market today, but not all of them have been designed for the contact centre. In fact, many of them are channel-specific solutions that create a disjointed experience for customers. Enterprises serious about creating a seamless CX – and aligning the contact centre directly with the digital function – should avoid those solutions. Here are four tips to help with selecting a conversational AI platform for contact centre agents:

  1. Centralise knowledge management control: To reap the benefits of using conversational AI within the contact centre – and for customer self-service – you must have a solid foundation in knowledge management. Chatbots and virtual agents can only give accurate responses if they are backed by a knowledgebase with accurate content. Using a single knowledge control centre for both customer-facing and contact centre chatbots creates consistency across channels. It also allows organisations to more easily keep content up-to-date and create a single point of truth.
  2. Integrate chatbots and live agents: The future of customer engagement lies in humans and machines working together in harmony. By bringing together automated and human support, organisations can create the seamless, omnichannel experience customers want. They can also take advantage of the contact centre becoming the centre of excellence for the knowledge used across customer support channels. Providing a chatbot that works for the specific needs and requirements of the contact centre is key for properly supporting agents and getting the most from this integrated solution. There should be choices to personalise the agent console as well as options for agents to use voice and for the tool to also be deployed on the IVR (interactive voice response) channel.
  3. Combine artificial intelligence and human input: The foundations of successful chatbots lie in the control of the response given. A hybrid approach of machine learning and human curation of content allows the chatbot to continually improve based on the way it is being used while also enabling companies to maintain control over the reliability of responses. Combining human learnings with AI creates dependable self-service solutions and gives organisations the control they need to comply with industry standards and regulations.
  4. Work with an experienced vendor: An often-cited barrier to deploying a chatbot by company executives is a lack of internal expertise. So, while selecting a conversational platform that offers the right features and functionality is essential for success, it’s just as important to select a vendor that can provide that experience and knowhow. When an organisation is working with the right provider, they don’t need to have existing internal experience to make the solution successful. The right vendor will be a partner throughout the process, collaborating on a customised chatbot and providing guidance on industry best practices and new innovations.

Be realistic but plan for the future

Before starting to evaluate chatbot offerings for the contact centre, an organisation needs to first determine how the solution will fit into their overall customer experience plan. Just as digital CX initiatives that ignore the contact centre create damaging silos, selecting a tool for the contact centre that ignores other customer channels can create similar issues. It’s crucial for companies to be ambitious, and at the same time realistic, about the role the contact centre currently plays – and the role it should be playing – in their overall CX strategy.

For a more in-depth look at these four tips along with 12 essential questions to ask when selecting chatbot technology for the contact centre, download the whitepaper A Chatbot for Your Contact Centre. With the right conversational AI technology and partner, organisations can maximise on contact centre investments, provide seamless omnichannel customer support and incorporate the contact centre into their digital CX strategy.

Conversational AI for Financial Services

By Liam Ryan, Sales Director

Traditional banks and financial institutions can no longer count on lifelong loyalty from their customers. Gone are the days of people selecting and staying with a bank simply because their family has been banking with that institution for generations. Fintechs and digital start-ups are disrupting the space, and customers are increasingly willing to take their business to a financial brand that offers them a personalised, easy experience that fits with their lifestyle.

Advancements in artificial intelligence (AI), machine learning and analytics can help financial brands keep pace with customer expectations, but these types of digital transformation projects aren’t always easy to get off the ground. At the AI & CX Transforming Financial Services Directors’ Forum at the end of June, the expert speakers and panellists addressed some of the customer experience (CX) challenges the industry is facing.

Our Founder & CEO, Chris Ezekiel’s opening keynote – Taking Your CX into the Future with Conversational AI – got the day started with a look at AI-enhanced chatbots, virtual agents and live chat. Chris gave insights into what is possible with conversational AI technology and then backed that up with real examples through a series of live demos. He emphasised the need for the contact centre to be a part of digital transformation initiatives, which had many in attendance nodding their heads in agreement.

One theme that ran through the various presentations and panel debates was the great opportunity the financial services industry has to make life easier for customers and employees with new AI solutions. Whether it be giving customers easy, 24/7 access to smart self-service or helping compliance teams stay on top of changing regulations, AI technologies should be approached as positive additions to transformation strategies. However, internal education about the real benefits and limitations of the technologies and getting executive buy-in continue to be major challenges in many organisations.

During the networking breaks, there continued to be insightful discussions about AI and machine learning, including lessons learned through both successful and unsuccessful projects and ideas on how to overcome anti-AI sentiment based on misunderstandings of the technologies. We had a number of attendees stop by the Creative Virtual table to see more live examples of chatbots and virtual agents. They were excited to see how financial brands are using the technology today to provide customer self-service, assist agents in the contact centre and provide internal HR and service desk support. We even had one attendee say she had specifically come to the event to hear Chris’ presentation because his live demos always provide her with great use cases to share in her consulting work.

If you’re thinking about adding a chatbot to your digital strategy, or have a failing chatbot project you’re ready to abandon, download our Top Tips for Implementing a Chatbot or Virtual Agent in 2019. Our team would also love to show you our AI-enhanced self-service solutions in action, so I encourage you to request a live demo.

Our thanks to the Informed.AI team for putting together an insightful forum agenda and a delicious lunchtime spread. We’re looking forward to joining you again for the CXtech Conference & Showcase in October.

AI & CX in Financial Services

AI, Customer Experience and the Financial Services Industry

By Chris Ezekiel, Founder & CEO

When I founded Creative Virtual over 15 years ago, our very first customer was a financial organisation. Not only are they still a customer today, but they also became the first on a long list of brands our team would work with in the financial services industry. Over the years, we’ve developed an expertise in creating, implementing and maintaining chatbot, virtual agent and live chat solutions for major financial organisations. I’m looking forward to sharing some of those insights with you in my opening keynote at the AI & CX Transforming Financial Services Directors’ Forum.

This one-day interactive event will be held on Thursday, 27 June at The Shard in London. The agenda features a combination of presentations, case studies and panel debates designed for attendees to gather insights and advice from leading experts and practitioners in the financial services space.

In my keynote, Taking Your CX into the Future with Conversational AI, I’ll explore the growing role customer experience (CX) is playing in customer acquisition and retention and address the specific challenges financial brands are facing as they look to incorporate new CX technologies with legacy systems while still maintaining compliance with strict industry regulations. Through a series of live demonstrations, I’ll show best practices for implementing chatbots, virtual agents and live chat. I’ll also explain why a combination of artificial intelligence (AI) and human input is necessary for successful and reliable CX solutions.

In today’s highly connected digital world, customers expect the same level of personalised, easy-to-access service and support from their financial institutions as they receive from companies across all other industries. It’s important for financial brands to work with an experienced team that provides best practice expertise – both specifically in the financial services industry and more generally in current and developing customer service trends – alongside innovative technology to deliver conversational AI solutions that are reliable, compliant and futureproof.

I’m also looking forward to being on a panel debate hosted by Martin Hill-Wilson, an expert in customer engagement strategy and implementation. Creative Virtual is the official sponsor of the Directors’ Forum, and we’ll have members of our team on hand to share more live demos and tips to help attendees build their business case for conversational AI.

There are a limited number of tickets still available for the AI & CX Transforming Financial Services Directors’ Forum, so reserve your spot today!

You can also learn more by downloading our Top Tips for Implementing a Chatbot or Virtual Agent in 2019 and see our conversational AI platform in action by requesting a personalised demo.

Simply The Best!

By Chris Ezekiel, Founder & CEO

With chatbot companies springing up on an almost daily basis, how do companies select the right one? Well, now the work has been done for you and there’s a clear choice! Frost & Sullivan have recognised Creative Virtual as the Product Leader! And the full report is available for you to download for free. Frost & Sullivan evaluated companies across two key factors, each with five benchmarking criteria. Creative Virtual was rated as ‘Excellent’, receiving an average score of 9.00/10 across these categories. The second and third place companies came in at 8.50 and 8.25.

Frost & Sullivan Best PracticeAs we celebrate our fifteen year anniversary, I cannot think of a better way to start the year (and the celebrations!). Not least because this is the first detailed independent comparison of combined virtual assistant, chatbot and live chat technology; and especially as the competition are some of the world’s largest technology companies. This comes on the back of our Queen’s Award for Innovation, that we were honoured to receive in 2017, and which is a five-year award. I couldn’t be more proud of what our team, together with our customers and partners, have achieved.

We often get asked how we compare with our competitors, and of course we have a lot to say on the subject! – but now with this independent report, the choice for companies wanting to deliver significant business value as well as superior customer experience, is crystal clear!

As a company that prides itself on continuous innovation, we certainly won’t be resting on our laurels. Right now, in our labs around the world, we are working on even more exciting developments that we look forward to bringing to the market soon.

And in the meantime, we’re very much looking forward to shouting about this amazing achievement from the rooftops!

AI-Enhanced Self-ServiceIt’s an honour to be leading a global company that has been acclaimed as the leader, and I know it will also mean a lot to all our great people, as well as our customers and partners who have put their trust in us and worked hard with us to create amazing solutions – which I know have played a pivotal role in this award. I would like to publicly say a big thanks to all our supporters!

For more on this Frost & Sullivan Best Practice Award and why Creative Virtual was selected as the 2019 AI-Enhanced Customer Self-Service Product Leader:

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!

Jumping on the Bandwagon isn’t the Same as Following Best Practice

By Mandy Reed, Marketing Manager (Global)

Every industry has best practices – guidelines, methods or techniques accepted as the most efficient and effective way to accomplish a desired result. Sometimes when something new comes along or starts to get industry attention, the hype can make it easy to confuse jumping on the bandwagon with following proven best practice. This is particularly true when it comes to technologies that are thrust in the spotlight through mainstream media buzz.

The explosion of media hype around artificial intelligence (AI) and chatbots over the past few years – and the subsequent confusion in the customer experience (CX) space – is one of topics Creative Virtual discusses in our article for The Parliamentary Review. The Parliamentary Review is a series of independent British publications which aims to share best practice among policy makers and business leaders. They combine commentaries from award-winning journalists with innovative thinking from industry experts. Creative Virtual was invited to contribute this year as a Best Practice Representative for the technology sector.

Partially spurred by Facebook’s introduction of bots for their Messenger Platform, the media buzz around AI and chatbots has created a renewed interest in the technology over the past couple of years. While this had a positive effect in garnering more attention for using chatbots and virtual agents to deliver automated self-service, it also played a role in creating industry confusion. Some vendors tried to jump on the AI bandwagon, but ended up overpromising and creating unrealistic expectations for AI chatbots.

Based on our experience, we at Creative Virtual knew that pure AI was not the right option for automated customer service, and so we continued to present our hybrid approach of self-learning and human curation of content as industry best practice. This involved us working to educate the marketplace about the realities of the technology and using chatbots to provide a predictable and reliable self-service option, instead of jumping on the AI bandwagon.

Now the initial hype has died down and those unrealistic promises have turned into chatbot pilots that are failing or never got off the ground at all. The decision to stand firm in our hybrid approach to implementing our chatbots and virtual agents in spite of the buzz has strengthened our position as thought leaders and trusted consultants in the industry. It has also allowed the organisations we work with to take advantage of recent AI advancements while also continuing to provide quality self-service experiences for their customers and employees in line with industry best practice.

Be sure to check out our full three-page article in the 2018 Technology Review to learn more about Creative Virtual’s story, how we created a company culture of innovation, teamwork and ownership, and why our future looks bright.

Showcasing the Perfect CX Power Couple: Humans & AI

By Mandy Reed, Marketing Manager (Global)

Move over Beyoncé and Jay-Z, George and Amal, Will and Jada. There’s a new power couple in town: Humans and Artificial Intelligence. While you’re not going to see them on the cover of a celebrity gossip magazine or walking the red carpet at a Hollywood premiere, the combination of artificial intelligence (AI) and humans is already making a mark on the world of customer experience (CX).

With the growing emphasis customers are placing on CX when making purchasing decisions and the growing challenge companies are facing when delivering service and support on more contact channels than ever before, this powerful new approach has arrived on the scene at just the right time. Humans and AI make the perfect power couple for meeting CX expectations – they both bring something to the table, learn from each other, support one another and build together.

On Thursday, 6 September Chris Ezekiel, Creative Virtual’s Founder & CEO, will feature the combination of AI and human input during the company’s sixth annual CRMXchange Technology Innovation Showcase webinar. He’ll give an inside look at bringing together humans and AI to provide quality self-service options, improve live chat and contact centre performance, and increase customer satisfaction scores. Through a series of live demonstrations, attendees will learn:

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

Register now for Humans & AI: The Perfect CX Power Couple to see how organisations around the globe are already using the combination of humans and AI to provide successful customer service and how your organisation can leverage this new power couple to deliver a positive CX. Not able to make the live webcast? Don’t worry! A recording of the Tech Showcase will be sent to all registrants after the event.

Using Artificial Intelligence to Build Better Relationships with Customers

By Chris Ezekiel, Founder & CEO

The buzz and hype around all things artificial intelligence (AI) is pretty amazing as I’m sure you’ll all agree. It’s important for organisations to go beyond that buzz and really understand how AI can help them reach their business goals. CRMXchange’s recent Tech Tank roundtable webinar, Artificial Intelligence in the Contact Center, dug into this topic with industry research and live demonstrations. I was pleased to be able to join the expert panel and share insights into this topic.

During my presentation I shared how chatbots, people and AI are being used across organisations to create a seamless customer experience. The contact centre needs to be at the heart of these digital transformation projects. We’re in a world where knowledge management and how we learn from the way people interact with that knowledge is absolutely key. It’s a world where humans and machines work together, creating a hybrid of human curation and machine learning to support customers. This approach is being seen as best practice by industry analysts and consultants.

For some time now, we’ve been learning about how customer experience is a key differentiator in the marketplace. Recent research shows that the customer experience is still growing in importance for consumers when it comes to making their purchasing decisions. Industry experts are predicting a significant increase over the next two years in customer service and support operations integrating virtual agents and chatbots across engagement channels to help improve their customer experience.

With this in mind, where should your contact centre focus? During the webinar, I summarised three key areas:

  • Centralising knowledge managementKnowledge management is very important, and you need to ensure this integrates from a workflow perspective with all of the ways your organisation learns and delivers information. This creates enormous benefits in terms of efficiency, accuracy and consistency. Knowledge is always up-to-date with this approach and becomes a single point of truth.
  • Integrating chatbots and live agents – This creates a seamless customer experience, with humans and machines working in harmony. I showed this in action during my live demos.
  • Combining AI and human input – We’ve all seen the potential disaster if AI is left on its own to provide customer service. An infamous case is Microsoft’s chatbot that became sexist and racist as it learned from the way people were interacting with it. It’s important that the system you implement enables human moderation of the machine learning component.

What does all this mean for your contact centre? It allows agents to really concentrate on the more complex issues and move their focus from trying to retain knowledge to building better relationships with your customers. Your contact centre benefits from lower costs, reduced staff turnover and more engaged, skilled and happier agents.

If you weren’t able to attend the live webcast, I encourage to watch the Tech Tank recording on-demand to see my live demos of chatbots and live chat. The Creative Virtual team would also love to give you a personalised demo to show how this technology can help your organisation improve your contact centre performance and customer experience.

My thanks to Sheri Greenhaus and CRMXchange for hosting the webinar and to the other expert presenters from NICE Nexidia and CallMiner.

Live Demonstrations of Artificial Intelligence in the Contact Centre

By Mandy Reed, Marketing Manager (Global)

No longer a thing of fantasy or science fiction, artificial intelligence (AI) is finding a place in our homes, schools and businesses, helping to automate tasks and make our lives easier. For organisations striving to improve their customer experience (CX), implementing AI has become vital. The contact centre must play a key role in digital transformation initiatives around AI, automation and customer self-service in order to avoid creating silos that will damage CX.

On Thursday, 14 June 2018, Chris Ezekiel, Founder & CEO of Creative Virtual, will join the expert panel of speakers for CRMXchange’s Tech Tank Roundtable Artificial Intelligence in the Contact Center. The live webcast, scheduled to begin at 7:00 pm UK time/ 2:00 pm ET/ 11:00 am PT, will feature insights on how to use machine learning and natural language solutions to make an immediate and positive impact in the contact centre.

Chris will give an inside look at how Creative Virtual’s intelligent solutions help contact centres build better relationships with customers through centralising knowledge management, integrating chatbots and live agents, and combining AI and human input. He’ll explore recent statistics, discuss industry predictions, and share live demonstrations of current implementations. Chris will also provide some practical tips for implementing natural language virtual agents and chatbots to enable seamless customer engagement and help your contact centre improve through lower costs, reduced staff turnover, and more engaged, skilled and happier agents.

Register for the Tech Tank now to learn more and see live demonstrations from Chris and other industry experts from CallMiner and NICE Nexidia. Not able to make the live webcast? Don’t worry! A recording of the Roundtable will be sent to all registrants after the event.