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A Chatbot for Your Contact Center

By Mandy Reed, Marketing Manager (Global)

Contact centers around the world are celebrating Customer Service Week this week, recognizing their agents who deliver service and support to customers all year long. But many of those contact centers are missing an important team member. A team member who never needs a day off, who doesn’t get annoyed answering the same questions over and over, and who makes the rest of the team better at their jobs. They are missing a chatbot.

Chatbots and virtual agents have become essential tools for providing 24/7 self-service to digital customers. Yet many organizations are missing out on the added benefits of using these solutions in the contact center. Contact centers require a great deal of investment – from recruiting and training staff to putting the necessary tools in place for agents. A chatbot can help you maximize on those investments while creating a positive omnichannel experience for customers. They instantly provide agents with information to assist customers, reduce average call handling times, and increase first contact resolution. Training time for live agents is drastically reduced, and you build confidence with customers by assuring consistent communication from all agents.

A chatbot in your contact center works essentially the same way as a chatbot on your website, except the users are your agents instead of your customers. The tool understands questions asked in natural langue, as well as common abbreviations used by your contact center, 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 regardless of experience, anyone from support teams to trainers and coaches can step in to answer customer questions with confidence at peak or busy times.

Contact centers looking to implement a chatbot need to be aware that not all chatbot and virtual agent technology is created equal, and not all solutions on the market have been designed for the contact center. The new whitepaper A Chatbot for Your Contact Center explores tips for selecting and implementing a conversational platform to support agents and provide an omnichannel customer experience. Designed to act as a buyer’s guide, it provides questions to ask when selecting chatbot technology for your contact center, guidelines for how to align your contact center with digital channels for seamless customer support, and best practices for successfully implementing and maintaining a conversational platform.

Outlining and executing successful digital customer experience (CX) initiatives continues to grow in importance as consumers become more digitally-savvy and digital natives gain more buying power. A successful digital CX strategy goes beyond what your customers are experiencing online to include what’s happening in your contact center. It’s crucial to select contact center tools that will not only improve performance now but set your contact center up for continued integration with the digital channels of the future. With chatbots, you can maximize on contact center investments, provide seamless omnichannel customer support, and incorporate your contact center into your digital CX strategy.

Download your copy of A Chatbot for Your Contact Center for important tips and questions to ask when selecting and implementing a conversational platform for your contact center agents.

Happy Customer Service Week!

Leverage Your Chatbot to Its Full Capacity

By Laura Ludmany, Knowledgebase Engineer

Chatbot technologies are becoming more and more common in the business world, but I think most companies have not realized yet how interdisciplinary these artificial intelligence (AI) tools can be. When talking about the obvious benefits of implementing a virtual assistant, organisations look on the short-term and middle-term goals, but long-term objectives can often be overlooked. Some of the quick advantages are taking the pressure of customer call centres and live chat agents, thus reducing operational costs; FAQs and other guidance content are instantly accessible for the customers, in an engaging, interactive way.

But what about the long-term pros of having a chatbot? As your chatbot matures, so does its “knowledge” and content, and the ability to recognize and analyse user inputs will be paired by a higher rate of accuracy, making it possible to keep your customers in the loop of the conversation. Once a virtual assistant reaches this level (the more work both provider and client put on it- the sooner it happens), it can be used as a strong marketing and even sales tool reaching customers within minutes. Plus, it will be providing up-to-date data, collected straight away from users.

Promotional offers, new products and services can be added to chatbots in a centralised place such as a related FAQ section, where they are automatically shown to customers in their very personal environment – while they are in front of their PC or even on their mobile phone.

A couple of weeks ago I had to book an appointment in my local bank branch. When I got to talk to the advisor, she looked into my data and explained to me that based on my balance and banking activity, I qualified to an account upgrade. Wow! – good to know I thought. My original query was something totally different. That made me think – for how long would I have been able to upgrade my account?

What if I could have just logged onto my personal banking online and while having a basic conversation with the chatbot, it would have suggested to me the same upgrade right at the time when I got qualified? No hassle of booking an appointment, travelling to my local branch, waiting for the queue and spending a good amount of time during my busy day? I guess this could have been an outstanding customer experience. When using logged in versions of chatbots, this can be reality, besides making transactions, balance queries and a bunch of other banking features.

Long-term benefits go beyond that. Interacting with users through a virtual assistant is a 2-directional flow – as organisations provide latest information to their customers, their customers provide feedback to the company. Customer surveys, trends, and analysis are important in today’s competitive world – but why totally outsource these tasks to an outside provider, when you can listen to the voice of your customers in real time?

Imagine having 50,000 conversations monthly available at any time, coming straight from your customers; imagine you can learn what they asked the most times and even see what they asked word by word; imagine knowing what your customers are after at this very moment. Sure, call centres and live chat agents keep records, but it’s time and cost consuming analysing conversations, and it’s hard to systemize raw data. Therefore, it can take a long time to answer to the demand of your customers, and it might take you even longer than your competitors.

Not long ago, a digital marketing manager from a financial organisation that is a Creative Virtual client, got in touch with me asking about all the questions asked to their chatbot having “abroad” or “holiday” in and the answers delivered to those questions. It took me approximately 4 hours to create a standardized, systematized report containing all of the user entries with those above 2 words and the corresponding answers. The report had about 3,000 word-by-word customer queries – providing a real insight to customer intentions, in a form of instantly accessible, completely free of charge, organized, systematic data.

To sum it up – AI technologies cannot only be used in reactive ways, but they can and should be used in a proactive way as well: to inform, advertise, and promote and to analyse customer trends and demands. Many organisations are still in a phase where they are deciding to deploy a chatbot as a response to common market practices and as a solution to take the pressure off live chat agents and call centres. But you can get so much more out of your AI solution, if you realize how powerful of a tool you have in your hands, you are able to detect issues and, most importantly, prevent them before they would even occur – what’s a better customer experience than this in the long-term?

I’ll leave that with you to ponder as we celebrate Customer Service Week. I also recommend watching our Humans & AI: The Perfect CX Power Couple webinar on-demand to see how organisations are already leveraging their chatbots for long-term success.

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.

[Meet the Team] Eileen Stall: Looking Past the Machine Learning Buzz & Chatbot Hype

By Mandy Reed, Marketing Manager (Global)

Creative Virtual is one of only four companies in London to be recognised by The Queen’s Awards for Enterprise in the category of Innovation in 2017. The company was selected for this honour not only for our innovative technology, but also because of the hard work and dedication of our global team. Creative Virtual’s experienced, expert team is what sets the organization apart from others in the industry. As part of the five-year celebration of our Queen’s Awards for Enterprise, we’re talking with some members of the Creative Virtual team about the technology, their involvement in the industry and what winning this award means to them.

Today we introduce Eileen Stall, Knowledgebase Manager with Creative Virtual USA. Having prior management and customer care experience and a degree in art history, Eileen came across a Creative Virtual job posting in 2015 while looking for a new role with a better work-life balance. Now a key member of our operations team, she is responsible for the building and upkeep of virtual agent knowledgebases for a number of large enterprise clients, including Cox, The New York Times and IHG. Eileen works closely with these organizations to enhance their content, utilize analytics to improve answer quality and coordinate new expansions of their virtual agents. She shared with me how the media buzz around machine learning has created industry challenges and why Creative Virtual’s diverse team is key to the company’s success.

What have you found to be major challenges facing the chatbot and virtual agent market today?

Chatbots have gone from being an obscure technology to one that everyone knows about and have likely had experience with. It’s nice that now chatbots have some recognition value when I explain my job! But “machine learning” becoming a buzz word has created a big challenge for the market. Companies don’t understand the huge amount of data that you actually need to implement a solution that only relies on machine learning. The idea that you can just deploy a chatbot and never have to work on it again is simply not possible. I find that a divorcing of technologies from their original contexts has created a lot of misplaced hype in the tech world.

Creative Virtual USANow the market is seeing a number of chatbot pilots which attempted to implement machine learning to inappropriately small datasets ending with some messy results. In several cases, we as Creative Virtual have had to go through a re-education process about the realities of machine learning after potential clients have heard some fantastical pitches from competitors. We’ve opted not to rely solely on machine learning in spite of the buzz. Rather, we leverage human curated content and look at user intents to determine the best responses. This may take a little longer than what’s promised with some other solutions, but that extra time is better than a Twitter bot disaster!

This is what sets us apart from those other vendors. We have a solid understanding of what we’re doing and why we’re doing it, not just making technology decisions based on the buzz. Even when the market started going crazy about deploying fully self-learning virtual agents, we stood firm in our combination of machine learning and human curation of content because we knew that was the best approach to accurate and reliable solutions.

Why is it important to work with an experienced chatbot and virtual agent vendor like Creative Virtual?

Creative Virtual has what I like to call a concierge approach. We offer a packaged deal of innovative software and years of accumulated experience in the industry. Clients can leverage our experience to create a successful virtual agent. Companies don’t have a “bot division” so the more we can provide a concierge type of experience, the better the result and the less overwhelmed they feel. How can you expect someone with no experience to build out the bot, to know what content to put in, to identify when a user needs to be escalated to live chat? That doesn’t make sense. We don’t burden our customers with requests to provide huge amounts of content or put pressure on their copywriter. We have the experience to guide and assist through the entire process. We can be ghostwriters, creating content in the brand’s voice, but tailored to the chatbot platform, such that all that is needed is the client sign-off.

We customize our virtual agents on a case-by-case basis but have developed expertise in many industries. For example, I’ve worked a lot with telecommunication companies so I’m very familiar with the type of questions their customers are asking most often. The 80/20 rule has definitely applied to deployments in this sector wherein nearly 80% of the inputs are asked about the top 20% of content. Deploying a slimmer knowledgebase with the plan to build out is a great approach for that situation. You start with the most common questions being asked repeatedly – questions about a bill, how to cancel or change service, etc. – and then build the other content organically based on actual user conversations and the customer’s voice. That way the knowledgebase is being driven by what customers are really asking about. The more unnecessary content you have in a chatbot knowledgebase, the harder it is to achieve a high level of accuracy. Of course, the virtual agent won’t be able to answer 100% of questions at first, so it’s important to make sure your secondary support system, such as live chat or a help page, is robust. That way you have a back-up for users and can still provide a good customer experience. This approach is successful when you’re working with an experienced vendor like Creative Virtual because we have the expertise to build out an effective knowledgebase quickly and efficiently.

How has the explosion of new contact channels affected the deployment of virtual agents?

A lot has changed in the world of virtual agents over the past few years. Now companies are coming into new deployments with a plan for their bot. They have a space in their business where they need to provide help and know they don’t need a human to do that. They also know enough about the technology to understand the benefits of working with an experienced vendor who can help them finetune and implement their plan to achieve the best possible results. They have confidence in our expertise and take advantage of our large library of existing integrations and knowledge about rolling out chatbots to additional channels.

Creative Virtual USAIt can be like the wild west with new technologies though, with people and companies suffering from tech hype. There’s a growing confidence in bots and so you don’t need to convince people to use them. However, before rolling out a chatbot to another channel, companies need to keep in mind the context of their customer engagement rather than making a decision simply on that the fact that something is new and creating a lot of buzz.

For example, enterprises might already have some stats and live chat transcripts from a channel like Facebook Messenger that they can use when considering adding their chatbot to that type of channel. Similarly, adding a bot to their app can be informed by what customers are already doing on mobile. When faced with a completely new channel where there is no history of experience with customers there, that’s when it’s hard to determine whether that channel can provide value. Voice assistants like Amazon’s Alexa and Google Home are getting a lot of media coverage now, and they can be a great channel for chatbot deployment for some use cases. This is where context is important to provide a positive customer experience. Does your content lend itself well to a voice conversation? Or do your customers need a visual, such as a diagram or chart, to really benefit from the virtual agent’s answer? That’s another reason to work with an experienced provider like Creative Virtual. We can help guide you through the maze of new contact channels to develop the best experience for your customers.

I love that there’s always something new in this industry, so my work never gets stale! There’s always something to learn and new ways to use these developments to help our clients provide better customer support.

What does Creative Virtual winning The Queen’s Awards for Enterprise: Innovation 2017 mean to you?

Creative Virtual USABeing American, I had never heard of the Queen’s Awards, so when Creative Virtual was announced as a winner I did a little research and was happy to discover that the award went beyond simply recognizing companies for their financial success. The award also recognized the people behind that success who bring together our variety of experiences every day to create and deliver our innovative solutions. This really resonated with me as I’ve always felt that the diversity of our team in the US is what makes us a good vendor and partner. Everyone is coming together from different backgrounds with different perspectives to become experts in the field.

This award is fitting because on top of delivering innovation to our customers, we also prioritize developing our staff. Cultivating positive interpersonal relationships in the office and across customer and partner companies is an important part of the Creative Virtual culture. Our diversity has been key to our success, particularly on difficult projects. We’re not your stereotypical bunch of old white men sitting in a boardroom; we’re a diverse group of people combining our unique outlooks and experiences to deliver the best solutions possible to our customers.

[Meet the Team] Tracey Biela: Crazy About Virtual Agent Technology Since 1999

By Mandy Reed, Marketing Manager (Global)

Creative Virtual is one of only four companies in London to be recognised by The Queen’s Awards for Enterprise in the category of Innovation in 2017. The company was selected for this honour not only for our innovative technology, but also because of the hard work and dedication of our global team. Creative Virtual’s experienced, expert team is what sets the organisation apart from others in the industry. As part of the five-year celebration of our Queen’s Awards for Enterprise, we’re talking with some members of the Creative Virtual team about the technology, their involvement in the industry and what winning this award means to them.

Today we introduce Tracey Biela, Senior Knowledgebase Engineer with Creative Virtual’s UK team. Tracey started in the virtual agent field in 1999 with a company in Hamburg, Germany and fell in love with the technology. After leaving that role in 2005 and then moving away from Hamburg, she feared she would never get to work in the industry again. Thankfully for Creative Virtual, that was not to be the end of Tracey’s virtual agent journey! In 2011 she joined the Creative Virtual team and is now involved with defect management, testing, training and supporting partner implementations. She shared with me why she is crazy about chatbots and virtual agents and how she still looks for a way to slip the company’s Queen’s Awards win into conversations.

How has your early work with virtual agent technology influenced your current role with Creative Virtual?

That was when I first started to love virtual agents. I’m crazy about the technology! I started working with virtual agents when I lived in Hamburg. It was at that company where I first met and worked with Chris [Ezekiel] before he founded Creative Virtual, and also worked with several others who would eventually be a part of the Creative Virtual team. I was interviewed for that first job by Olaf Voβ [Lead Application Designer] and trained by Björn Gülsdorff [Chief Business Development Officer]. I also worked with Rachel Freeman [Operations Director] and Katrin Zieren [Business Development Consultant].

Tracey Biela Creative VirtualAfter having my kids and relocating again, I thought to myself, “What have I done?!” I thought I would never get to work in the business again. It was only after I reconnected with Chris and Rachel that I realised there might be a possibility of joining Creative Virtual. I’m so happy to be back again and working for Chris. We share a similar philosophy on things, so I knew it would be good to work for him.

The very first VA [virtual agent] I worked on was named Mark and was built to sell virtual reality glasses and talk about science fiction in German and English. I worked on the English version and Björn did the German. At that time I never thought that eighteen years later I’d find myself working on virtual agents that are helping large organisations deal successfully with a very high amount of traffic.

During my time at my first virtual agent job, I was involved with developing the basic knowledgebase and still see some of that early work reflected the VAs I work on today.  I also had the opportunity to be involved with the servers, UI [user interface] and backend aspects of the technology which has been an advantage when supporting partners in my current role.

What makes Creative Virtual stand out in the virtual agent industry?

V-Portal™ is the fifth system I’ve used during my career for building virtual agents, and it is by far the best. V-Portal is amazing! Our clients really appreciate that we provide a suite of products. In particular, that V-Portal works hand-in-hand with our Live Chat and virtual agents. No one else does that.

I have a background in linguistics, with a Master’s degree in Applied Linguistics, so the language aspect of VAs is something else I love. Creative Virtual has built our technology to work with any language which is incredibly important. V-Portal’s multi-lingual capabilities allow our VAs to maintain accuracy across all languages.

Creative Virtual’s hybrid approach of human input and self-learning also makes our solution the best out there. The world has seen what happens when you let users completely train your chatbot, and that doesn’t work.

What do you enjoy most about your role and being a part of the Creative Virtual team?

I always feel like I am part of such an excellent team! The company is really flexible and understanding of family obligations, which also takes up a lot my day. In between juggling family life and work, I love it when I get to train clients or colleagues, especially when I’m working with a really engaged group. I enjoy meeting different people and learning as much from our customers and partners as they are learning from me.

Tracey Biela Creative VirtualMy current role really brings together my skills and interests. My linguistics background and interest in languages has been really helpful when working with VAs in Turkish, Swedish, Danish and other languages. This is a fascinating way to play with languages and be able to help our clients to help their customers. I sometimes see myself in a communicator role, helping to translate from technical terms and jargon into ‘normal’ language to explain things to clients and partners in a way they can easily understand. I also find myself really enjoying the part of my job that involves testing and replicating defects. I love being able to bite into a defect until I figure it out.

This work can be really stressful and busy at times, and it’s not for everyone. I tend to be a workaholic, so I need to make sure I’m taking some time off. As a company we seem to have a reputation of being hard workers but really knowing how to celebrate when we get together! I’m not sure how that started, but it came up again after one of the clients I work with was at our Queen’s Awards celebration and commented on how fun it was to celebrate with us.

RSPCA Creative VirtualIn addition to celebrating, the team also gets together to do good for the community. This will be my fourth time doing the 10k for the RSPCA, and I’m really looking forward to it this year. The first time I didn’t think I could do it. This year I started training earlier and am hoping to get a new personal best.

Having a career in the virtual agent industry does have a downside, though. My kids have an Amazon Alexa and are always asking her things. At first, they sounded a lot like the inputs we often get on a brand-new VA – cuss words and childish questions like “can you fart?” – when people are testing it out, which made me laugh. Now when Alexa misses a question or doesn’t have the answer, I find myself saying to my kids that she “hit the safety net” or “must not have those keywords”, and then suggesting another way they can ask. I can’t just enjoy Alexa like everyone else – I’m always analysing her knowledgebase! Although, I guess that’s a small price to pay for having my dream job.

What does Creative Virtual winning The Queen’s Awards for Enterprise: Innovation 2017 mean to you?

Winning the Queen’s Awards is absolutely fantastic! I’m still excited! It’s such a prestigious award and not one that many companies can say that they won. I think I told everyone I know about Creative Virtual’s win, and I still look for a reason to slip it into conversation any time I can. I’ve told all of my family in the USA and all of my friends know. Some clients’ names are not always recognisable, but when you mention the Queen they always know the award is a big deal!

A friend once told me many years ago that when you find a job you get co-workers that you like or work that you like or you will like the pay. Working for Creative Virtual has been my dream job – I got all three! I mention this in every year in my annual review, and I feel grateful to work with such a great team and a great company.

[Meet the Team] Rachael Needham: Building Positive Relationships and Grounding Chatbot Technology in Human-ness

By Mandy Reed, Marketing Manager (Global)

Creative Virtual is one of only four companies in London to be recognised by The Queen’s Awards for Enterprise in the category of Innovation in 2017. The company was selected for this honour not only for our innovative technology, but also because of the hard work and dedication of our global team. Creative Virtual’s experienced, expert team is what sets the organisation apart from others in the industry. As part of the five-year celebration of our Queen’s Awards for Enterprise, we’re talking with some members of the Creative Virtual team about the technology, their involvement in the industry and what winning this award means to them.

Today we introduce Rachael Needham, Head of Delivery Management with Creative Virtual USA. In 2007, ready for a career change, Rachael took a leap of faith and spent the last of her savings on a flight to London to interview for a position with Creative Virtual. The rest, as the saying goes, is history! Rachael has filled a variety of roles over the years, helping to build both successful virtual agents and a strong team in the US. In her current position, she oversees Creative Virtual USA’s implementations and coordinates with various teams and departments to ensure each deployment is delivered efficiently and in alignment with each customer’s requirements and goals. She shared with me the benefits of developing a healthy emotional intelligence and how Creative Virtual is evolving within an industry the company helped to create.

How has Creative Virtual evolved and grown as a company since your early days?

Creative Virtual USAWhen I first started with Creative Virtual, the company was still small and there was a lot of responsibility placed on the Knowledgebase Managers. There were lots of individual jobs that weren’t specified; everyone pitched in where they were needed. I’m pleased to say that I helped develop some of the reports with our Analyst, Lester [Lane] in those early days that we still use today! As the company grew, and we started working with an increasing number of large enterprises in the US, it became clear that we needed to start separating out those job roles.

In the US, companies are aggressive in their quest to be cutting-edge, so we designed our team structure with that in mind. By separating out job roles as Creative Virtual grew, we made our workflow more relevant to corporate industry while also allowing for career progression. Even though team members are still capable of taking on a variety of responsibilities, they are now able to develop more specialized expertise and take ownership of their piece of the workflow. Our team members are invested in our projects. We can see this difference in the Delivery Manager role, where DMs go beyond traditional project management and play a strategic role. I read an article a couple of years ago outlining three qualities that I feel define how we operate: extreme ownership, infectious enthusiasm, and growth mindset. I believe this is what has carried us as a company.

Creative Virtual USASomething that hasn’t changed, but which has helped the company grow, is that Creative Virtual has always been client-driven. By asking “What do clients really need?”, we’ve tailored what we do to our customers. We’ve developed our processes in a way that makes it easy for them to work with us. I’ve been involved with the development and documentation of the process flows and finding ways to address any pain points. I’ve also been involved with changing how we scope projects in the US which has created more visibility, built more confidence with our clients, and helped us address frustrations. While this was initially a tough change, and received some resistance, we now have a scoping process in place that’s allowing us to deliver implementations more efficiently and helping us build better relationships with our clients.

What changes have you experienced in the chatbot and virtual agent industry?

“Chatbot” was a negative term when I started in the industry – nobody wanted to buy a chatbot! Using “virtual agent” and “virtual assistant” was more acceptable but the technology wasn’t widely recognized or understood. The companies that were looking at their digital strategy then were early adopters that are very much at the forefront of the industry today.

Creative Virtual helped create the industry and develop the market. At the time, we were focused on proving virtual agent technology worked. Now people have bought into automation and know that chatbots, when done well, are part of an improved customer experience. The industry has changed and shifted, so we are now facing new challenges. Today, we are more focused on educating the market on what solutions to use and how to implement them. We’re also finding ourselves competing against lots of new start-ups. I’m curious to see what happens with these start-ups as the industry continues to shift.

What sets Creative Virtual apart in today’s crowded chatbot marketplace?

Most of the new start-ups are building a chatbot product but not the service around it, so they don’t have that support of a managed service. In that respect, they can’t compete with Creative Virtual’s offering. We have industry knowledge – for example, what is needed for a telco is different than what needed for a financial company, yet there are basics which can benefit both. We look at a client’s website and their goals, and then we tailor a solution specifically for them. It’s that human connection that makes companies want to do business with us.

The relationships we build with our clients are key. They know we are experts and trust us to help them with their online digital strategy. They come to us with questions and follow our advice because they have confidence in our knowledge and experience.

Creative Virtual USAAs my team will tell you, I’m a big proponent of emotional intelligence. How we handle situations and deal with stress without letting it affect our work is extremely important. I believe strongly that developing a healthy emotional intelligence is imperative and a big factor in building positive relationships. Creative Virtual has a technology product that companies want, but it’s the people on our team who they interact with. Our team plus the software is a winning combination.

To stay competitive, Creative Virtual needs to continue our development work, adding new features and integrations, which is something we’ve always done. People have the impression that AI [artificial intelligence], chatbots, and machine learning can do things on their own, but the reality is that for now humans need to be involved to make sure the solutions are successful. I hope to always keep a human element to our technology, continuing to be successful by grounding it in human-ness.

What does Creative Virtual winning The Queen’s Awards for Enterprise: Innovation 2017 mean to you?

Winning the Queen’s Awards is definitely cool! In the US, the idea of royalty is a thing of fantasy. I loved seeing the photos of Chris [Ezekiel, Founder & CEO] and Peter [Behrend, CTO] meeting the Queen; it made something that was distant feel more real. I think corporate America doesn’t realize the prestige of a Queen’s award, so we didn’t feel the full impact here. But it was exciting to receive messages of congratulations from our customers and partners around the world. I look forward to more awards and recognitions for Creative Virtual as we continue to grow and help define the virtual agent industry.

I’ve never once regretted putting my neck out to get my job with Creative Virtual, as it’s been a great place to grow and be introduced to the corporate world. I’m grateful for all the fun memories over the years and for the opportunity to work for a company that has taken the time to focus on employees.

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.

C3 London 2018: Redefining customer care with conversational commerce

By Mandy Reed, Marketing Manager (Global)

On 8-9 May Opus Research will bring their Conversational Commerce Conference (C3) to London. Replacing the Intelligent Assistants Conference held the previous two years, this new event will explore conversational platforms and how organisations can unlock the power of machine learning, natural language processing and intelligent assistance. The conference features interactive panel discussions, industry case studies and networking opportunities.

Coined by Opus Research years ago, the term ‘conversational commerce’ has never been more important in the customer experience space than it is in 2018. Organisations are tackling the challenge of creating conversational engagement with digital customers across a wide range of contact channels. Advancements in chatbots and virtual agents have opened up powerful opportunities for using these tools to create conversations with customers.

Creative Virtual is sponsoring C3 London and lending our expertise in delivering intelligent conversational systems to the conference agenda. Rachel F Freeman, Operations Director, will be an expert speaker on the Demystifying AI – Enterprise Strategies for Digital Self-Service panel on Day 1 of the event. Having first entered the virtual agent and chatbot industry in 2000, Rachel will draw from her extensive experience building and implementing these solutions for organisations to discuss realistic expectations for artificial intelligence in the customer service space.

At the Creative Virtual stand, our team will be on hand to share live demos and success stories of organisations around the world already using our V-Person™ virtual agents, chatbots and live chat to deliver conversational customer care. Also stop by for insights and tips on building a business case for the technology in your organisation and how to approach implementing these solutions to create seamless omnichannel engagement.

You can find more information about the conference and the full agenda on the C3 London event website. Be sure to follow conference announcements and updates using #C3London.

If you haven’t registered yet and are interested in attending, contact us for a discount code to receive £200 off the conference rate.  And if you aren’t able to be at the event in London, we’d love to arrange a personalised demo at a time that works for you.

What Goes Around Comes Around: A look at customer sentiment and intent

By Rachel F Freeman, Operations Director

I’m delighted that one of the main reasons why I started working in this industry 18 years ago (eegad!) has re-surfaced as a credible and viable objective to move ahead with conversational flows that also provide a profitable punch: customer sentiment.

During the first wave of all things cool and nifty on the web – when website stickiness and brand promotion online was first and foremost – a virtual assistant was often deployed to assist a marketing campaign and answer “silly” questions about random topics that might have little to do with the brand. So long as the virtual assistant (always with an avatar) was presented in a branded UI, then the key was to keep a customer on the page and enable the engagement to be about whatever the user wanted.

Of course, the problem with that approach at its most extreme was that it lost its financial credibility since, without promotion or discussion about the products/ services, there was little to no ROI on the tool. The virtual assistant was demoted as a bit of expensive frivolity that was often axed once the first tech bubble burst and focus moved from bling to bottom line.

That was when I lost my job creating such novelties as VC money was running out and there was little to no appetite to fund such projects and focus on user sentiment and fun smalltalk, like whether the virtual assistant enjoyed pizza on a Saturday night or playing chess with fellow 24/7 assistants.

Creative Virtual evolved after that burst as it saw an opportunity at that time to take this technology and move it away from sentiment and emotions and casual smalltalk to focus on the business proposition of enabling a client’s customers to find and self-serve answers to relevant FAQs.

The company was built by actively addressing the public’s requirements. These requirements have changed over the years from quick and efficient delivery of answers, limited smalltalk and some avatars to moving away from avatars and focusing on back-end integration with APIs ranging from currency trackers to train delays. Then there was a major focus on user journey and intent – what does the customer need and what is the quickest and smoothest way to get him/ her there? Organisations were keen to link their virtual assistants to live chat and use decision trees or conversation flows. We saw the removal of the avatar in many situations and flat web designs for simplicity.

Now in 2018, we’re in the age of AI (artificial intelligence), machine learning and conversations – sometimes even via voice. User intent is assumed based on channels and the context of when the customer starts a conversation. Now it is time to get back to assessing if the user is happy or frustrated and work out which channel and journey the user needs to take to feel special (personalisation) and guided (customer service) after a fulfilled mission of getting what was required (positive user experience). True conversations need to happen and no longer just a session with Q&A pairs. The “silly” questions and random topics have a place if it helps hand hold the user to an endpoint – and the circle the virtual assistant industry (myself included!) started to draw in 2000 can now be closed!

The whole aspect of AI and NLP (natural language processing) combined with human curation requires more blog posts – but suffice to say that for the purposes of this post –  the “science of conversation” is truly back on the map for self-service tools. And we at Creative Virtual will be leading the pack as we were (a number of us working at other companies first) at the beginning when sentiment was more important than intent. Now we know how to join them both up in the same conversation – and the future of the industry is looking bright!

Want to learn more? The best way to understand The science of conversation™ is to see our technology in action with a personalised demo.

Supporting Customers and Employees in the Digital Age

By Liam Ryan, Sales Director

Every organisation is going through a digital transformation, particularly in regard to their customer and employee experiences. Virtual agents and chatbots are ideal for supporting both digital customers and employees with a reliable and consistent self-service option that also helps reduce support costs and improve efficiency.

At Creative Virtual self-service solutions are our specialty, and we’re honoured to be named ‘Best Self-Service Solutions Provider 2017’ by Corporate Vision Magazine’s UK Corporate Excellence Awards 2017. For over 14 years we’ve delivered bespoke virtual agents and chatbots designed to provide a quick, easy way for users to get information and troubleshoot issues.

Once viewed as a novelty or ‘cool’ thing to have, virtual agents are now a key component of many customer engagement strategies. Smartphones, social media and a variety of other technological advancements have changed how we communicate with each other and how we want to communicate with brands. The traditional ways of providing customer service are no longer meeting the expectations of digital customers. As a society, we’re more inclined to seek out self-help options and are becoming increasingly more comfortable with using chatbots and virtual agents.

Despite most organisations being focused on improving their customer experience for a while now, an emphasis on improving the employee experience is relatively new for many. Yet organisations are starting to feel more pressure to make internal changes to better engage a digital workforce and lower costs. Virtual agents are proving to be a great fit for internal service desk and HR departments, giving employees an easy way to self-serve in a variety of situations. By giving employees the tools to troubleshoot and solve common problems anytime, anywhere on their preferred device, organisations can reduce costs and improve productivity.

Check out this recent webinar AI, Chatbots & Live Chat: Separating Truth from Myth, now available to watch on-demand, for a look at how organisations are already using virtual agents and chatbots to improve engagement with digital customers and employees.

Our thanks to Corporate Vision Magazine and the UK Corporate Excellence Awards for this honour!