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Would You Rather Call Customer Support or Clean a Toilet?

By Mandy Reed, Global Head of Marketing

42% of Americans would rather clean a toilet and 46% would rather go to the dentist than call customer support.

These stats, just two of many in the 2022 Achieving Customer Amazement Study, likely have you nodding in agreement thinking about your own painful customer service experiences. Long wait times, disengaged agents, multiple call transfers, repeating yourself over and over – calling customer support has a bad reputation for a reason.

Having to call customer support is perhaps even more frustrating now than 20 or 30 years ago because we know that there are better and easier ways for businesses to provide customer service. Many of us would rather self-serve on the website, send an email, or chat with an agent online for most of our support needs, particularly when we are dealing with large companies. When we do need or prefer to make a phone call to speak with someone, a bad experience is made worse by the knowledge that there are ways to make support calls less painful which many contact centers aren’t utilizing.

Poor customer support experiences create unhappy customers, bad reviews, and lost revenue. Here are a few questions to ask about your customer service to help make it more pleasant than cleaning a toilet:

Do you make it easy for customers to reach your contact center?

Self-service options like chatbots and virtual agents are increasingly preferred by customers, but they can’t – and shouldn’t! – completely replace human contact center agents. Instead, they should be integrated with human-assisted options such as live chat and call-back so users can reach a human when needed without starting a whole separate engagement. When escalating customers from self-service to a live agent, the experience should be as seamless as possible. The agent should have full visibility of the customer’s conversation with the chatbot so they can pick it up right where the self-service experience ended.

Also, don’t make it difficult for customers to find your contact details. Companies that hide their support phone number and email address aren’t keeping customers from contacting them with issues. They are just making customers who are already annoyed about needing to contact the support team more frustrated. They have started the support experience negatively and made the job of their contact center agents even more difficult.

Do you intelligently route customers to the right agent?

Customers reaching out to your customer support channels want the ability to reach the right person to solve their issue. They don’t want to repeat their problem to multiple agents or waste more time on hold as they are transferred from department to department. Having agents specialized in specific areas is a great way to improve customer service, but only when customers are being connected with the right expert from the start.

Forward-thinking companies are using conversational AI to intelligently route customers to the right agent the first time. This technology can be used with IVR (interactive voice response) solutions for customers calling the contact center. It can also be used when handing users over from an automated chatbot to a live chat agent or call-back option. This improves the experience for both customers and agents, as well as helping to reduce the time it takes customers to have their issue resolved.

Do you provide agents with the best training and tools?

Customers want your contact center agents to be both knowledgeable about your products and services and able to convey that information in a kind and helpful way. That only happens when you provide your agents with the proper training and contact center tools. These two elements go hand-in-hand as the agent tools you have in place greatly impacts agent training.

Easy-to-use desktop conversational AI solutions improve agent performance, reduce training time, and cut average call handling times (AHT) by enabling quicker resolutions. A virtual agent designed specifically to support the agents in your contact center gives all staff members easy access to the same level of knowledge regardless of their experience. Agents can quickly find step-by-step guidance for even the most complicated procedures, processes, and applications. When agents have instant, reliable access to all the information they need in one place, they can focus on creating positive, efficient, and empathetic engagements with your customers.

Would customers rather clean a toilet or go to the dentist than call your customer support?

If the answer to this question is yes, then it’s time to make some changes to your customer support strategy. Start with simple changes, like making sure contact information for your support channels is easy to find. If you aren’t already leveraging conversational AI for self-service and in your contact center, now is the perfect time to explore those options. Recent developments in this technology make it a great choice for improving some of the most common customer frustration points.

Want to learn more? The whitepaper by Insurance Thought Leadership, The Virtual Insurance Agent, provides insights on improving customer experience with conversational AI that are applicable for all industries. Also check out the Guide to Selecting a Virtual Agent or Chatbot Vendor for tips from industry experts on how to implement and maintain successful solutions.

Solving Common Conversational AI Project Issues

This post was originally published on AI Time Journal.

By Chris Ezekiel, Founder & CEO, Creative Virtual

Back in 2019, I wrote an article on reasons why chatbot projects were failing or being abandoned before they even reached the testing stage. At the time, the conversational AI industry had been saturated with both false promises about the capabilities of the technology and a plethora of new start-ups with misleading claims about having AI-powered customer service bots. That left the chatbot and virtual agent landscape littered with poor-performing and failed projects along with negative press about the technology.

Fast forward to 2022, and much has changed in the world of conversational AI. One important change is the widespread acceptance that pure AI is not the right answer for automated customer service and employee support. Industry experts, analysts, and vendors (including those that previously claimed otherwise) now agree that a combination of humans and AI is the best approach to these chatbot and virtual agent solutions. This is coupled with important advancements in conversational AI technology that allow for the right balance of human and machine to create positive support experiences.

Conversational AI is now widely recognised as an important technology in digital customer experience and employee support strategies. During the pandemic, chatbots and virtual agents were a crucial tool for some organisations to meet the challenges of serving customers quickly and efficiently during a time when contact centres were overwhelmed and information was changing rapidly. These success stories demonstrate just how essential conversational AI technology is for successful digital strategies.

Yet despite all those success stories, some organisations are still struggling with a chatbot that’s not performing as expected, can’t be scaled as their business grows, or doesn’t properly reflect their brand. Over the past couple of years, I’ve heard a variety of reasons from business leaders on why their company is unhappy with their conversational AI tools. Here are the six most common issues they cite:

  • I can’t expand my solution to support my growing business and customer base.
  • I have limited integration options to create a seamless and personalised experience.
  • I started my project with an inexperienced start-up that isn’t able to provide the technology updates and support I need from my vendor.
  • I am struggling to manage multiple chatbots across different business divisions or departments.
  • I am unable to staff my chatbot project with internal resources with the necessary knowledge and experience.
  • I don’t own the user interface or training data with my current chatbot provider.

In those situations, it can be easy to mistakenly dismiss the technology as ineffective. Don’t fall into that trap! Instead of abandoning your investment and writing conversational AI off as a poor fit for your strategy, you need to engage with a vendor that has the tools and experience to get your project back on track.

My first recommendation for transforming a tool with any of these issues is to find a vendor that can leverage what you already have from your existing project or projects. You want to rescue your investment, not start over from scratch. If a vendor doesn’t have technology sophisticated enough to do this, then most likely their solution isn’t going to work for you in the long run anyway.

My second recommendation is to be very clear – both internally and with the vendor – about both your short-term and long-term goals for your chatbot. This is what is going to drive your conversational AI strategy and technology requirements. If you don’t know what you want to accomplish with your chatbot, then you can’t properly identify the functionality, integrations, reporting, etc. you need from a vendor.

And my third recommendation is to ensure you’re selecting a vendor with the right experience and expertise. You want to collaborate with a provider that has solved your issue before, understands the specific needs of your industry and/or use case, and has the references to back them up. Ask to talk to their current clients so you can hear first-hand from them what it’s like to work with the vendor.

If you’re interested in learning more, Creative Virtual has put together an eBook – Conversational AI Issues & Solutions – that talks about each of the common issues I listed above in more detail.

My overarching advice is: Don’t let any of these issues signal the end of your conversational AI project. Leverage what you already have to transform that project into the successful and valuable digital support solution your organisation needs.

How to Make Your Chatbot More Conversational

By Mandy Reed, Global Head of Marketing

When customers use your chatbot to self-serve, what kind of experience do you deliver? Does your chatbot need questions asked a particular way to return the correct response? Do your customers have to guess the correct keywords to enter or know specific terminology to locate the right information? Are users repeatedly told by your chatbot to try rephrasing an input that doesn’t have a direct match in the system?

All of these scenarios provide a frustrating, negative self-service experience. They often lead to an escalation to a live chat session or a call to the contact centre for resolution, meaning your support agents are left to deal with the immediate impacts of that poor experience. With digital self-service such an important piece of customer support, a chatbot with these limited capabilities is detrimental to the success of your customer experience (CX) strategy.

This is why using a high-quality conversational AI technology to build your chatbot is so important. You want your chatbot to engage with users conversationally. That isn’t possible with basic bot platforms which act more like simple FAQ tools or don’t give you options for backend integrations.

Engaging ‘conversationally’ doesn’t mean that a goal of your chatbot should be to make users think they are chatting with a real person. It’s always best to be clear that it is an automated self-service tool. Customers appreciate transparency about whether they are using a human-assisted or automated digital support option. The last thing you want to do is make them feel tricked!

Here are a few ways to create the right conversational engagement through your chatbot:

  • Create a conversational tone – Just because you aren’t trying to make users think they are talking to a real person doesn’t mean that you must make your chatbot’s responses sound stiff and bland. Craft your responses using a conversational tone that reflects your brand and has the same type of language you use on your website and in customer communications.
  • Understand free text inputs – There is more than one way to ask the same question, and in a conversation both participants understand this. Ensure your chatbot is trained to respond to the various ways users can word an input rather than requiring a specific keyword or phrase. This includes taking into account both common synonyms for your language and region as well as those for your particular industry, products, and services. And on occasions when a user’s input can’t be confidently matched to a response and the chatbot asks for the question to be rephrased, also offer some clickable suggestions or possible related FAQs to improve the experience.
  • Craft conversation flows – Adding customised conversation flows enables your chatbot to guide users through a process step-by-step in a very natural, conversational way. These flows are perfect for troubleshooting account or device issues, completing a form with the chatbot, or pinpointing a very specific piece of information to assist the customer.
  • Deliver personalised support – Integrate your chatbot with backend systems so it can provide customised responses based on that customer’s current account, subscriptions, orders, etc. Using sophisticated slot-filling functionality also enables users to authenticate within the chatbot at any time to create a seamless and more personal conversation.

The best conversational AI technology for customer support chatbots uses a blend of machine learning and natural language rules. This lets you take advantage of recent innovations in machine learning so your chatbot is constantly improving based on your users’ activities. At the same time, it gives you control over the AI so you can ensure your chatbot is using those learnings to continue providing accurate, reliable responses in a conversational way.

If you currently have a chatbot that’s failing the conversational test, check out this eBook on Conversational AI Issues & Solutions for ways to improve your solution.

If you don’t have a customer service chatbot yet and are concerned about choosing the right conversational AI technology, check out this Guide to Selecting a Virtual Agent or Chatbot Vendor for some insider expert tips.

A chatbot can be a valuable self-service option for your customers, but it must be backed by a high-quality conversational AI technology – with an emphasis on conversational.

Set your Chatbot up for Success with the Right Budget

By Mandy Reed, Global Head of Marketing

I think it’s safe to say that we all love to get a good deal – or at least feel like we are! – and save a little money whenever we can. I think we can also all agree that are certain times when going with the cheapest option or skimping on a line in the budget doesn’t pay off in the end. You get what you pay for, right?

A conversational AI solution is one of those projects that your organisation should be careful not to underfund. Without the proper level of financial support and ongoing funding, you will never achieve success with a conversational AI project. A chatbot or virtual agent that is treated like an unimportant side project not worthy of dedicated resources will perform like one. It will provide a poor experience and drive users away.

If you want to have a conversational AI tool that increases customer satisfaction, contributes to cost savings, generates new revenue, and improves efficiency and productivity, then your company needs to make a commitment to invest in those goals. That commitment starts with properly budgeting for the cost of the technology, the cost of developing and implementing your customised solution, and the cost of ongoing maintenance.

Budget for the technology

Earmarking a portion of your budget for the technology itself should be a no-brainer. Without a working conversational AI technology, you have no working chatbot! However, the amount you allocate for this really depends on how and where you plan to deploy your solution.

You should take into consideration your initial project plan as well as how you may want to expand and scale it in the future. Identify your integration points, calculate how many concurrent users you anticipate, estimate how large of a knowledgebase your content will require, and select the deployment channels that best serve your users. All these elements will impact which technology is a best fit for you and how much you will need to budget for that technology. An experienced conversational AI vendor or consultant will be able to provide guidance to help you scope out your technology requirements.

Budget for the development and implementation

While there are conversational AI solutions on the market that can be deployed straight out of the box with very little configuration, they will provide a very generic, basic engagement. To really create a positive experience and be successful, a chatbot needs to be customised for your organisation, use cases, users, and goals. This customisation should include integrations with other systems (such as your CRM platform, ticketing systems, or live chat) and conversational flows tailored for your users. You also want to ensure that the chatbot can respond to questions about your products, services, and procedures with specifics unique to your business.

Unless your organisation has a team with experience creating successful chatbots with the technology you select for your identified use cases and/or channels, attempting the building and implementation of your tool internally will be a mistake. Working with an expert vendor is more cost-efficient because they already know what they are doing so you aren’t paying them to figure it out. This also means you cut down on the development time and get better, quicker results.

Budget for ongoing maintenance

If a conversational AI provider tells you that you can configure and deploy a chatbot with their platform and then leave it alone to do its thing, cross them off your list immediately! Companies that invest in those solutions quickly learn that they have wasted money on empty promises. The truth is that the ongoing maintenance of conversational AI tools is what enables long-term success.

Newly implemented chatbots need more attention than well-established ones, so that needs to be reflected in your budget. During that initial period, engaging the expert vendor’s team is recommended for the same reasons you should work with them during the building and implementation step. However, after that you should have options for moving all or some of your chatbot maintenance in-house. If you choose to do that, factor into your budget costs for those internal staff members and any related trainings or licenses.

 

If the price tag of a quality conversational AI solution creates some hesitation within your organisation, consider the cost of deploying a chatbot that delivers a negative, frustrating experience for users. Putting time and money into a tool that your customers or employees won’t want to use – even if it is just the bare minimum investment – is a misuse of resources. Not only are you wasting your budget, but you are harming your digital experience and eroding confidence in your business.

Check out the Guide to Enterprise Conversational AI Pricing for more insights on budgeting as well as typical pricing models, average costs, and calculating your return on investment.

Can Conversational AI Make Your CX More Human and Empathetic?

By Mandy Reed, Global Head of Marketing

For years automated self-service tools like chatbots and virtual agents have been criticised as being a cold and impersonal way of supporting customers. Opponents of these conversational AI solutions claim they remove the human touch from the customer experience and keep companies from being able to build real relationships with their customers.

As conversational AI technologies have improved and customer preferences have shifted more towards self-service options, some of these critiques have become less relevant. Certainly, over the past two years with the pandemic making in-person interactions less possible or desirable, there has been a significant uptick in the acceptance and expectation of digital support. Many companies have found their virtual agent solutions to be a lifesaver for both their customers and their business over that time.

Yet, it’s also clear that technology can’t fully replace the need for real human interactions. No matter how advanced and integrated your conversational AI tool may be, some support issues are best handled by a contact centre agent. And some consumers will always prefer to talk to a human even when self-service options are available. Any conversational AI vendor worth their salt will never advocate for their technology to completely remove the human from the experience for these reasons.

In addition to the push to digital, the pandemic has also brought a crushing load of personal and professional stresses for your customers – financial concerns, deaths of loved ones, long-term health issues – added on top of their usual day-to-day stresses. This has made the human interactions they have with your company even more significant and potentially challenging for your employees and agents.

Gartner has predicted that by 2026, 75% of customers who call customer service and support will do so because of loneliness, and not because they have an actual service issue. That alone will have a massive impact on your contact centre. It further highlights the fact that you need to equip your agents and employees with the right tools and training to properly support vulnerable customers.

Unfortunately, for some businesses all this compounds an already existing struggle to properly assist vulnerable customers. Recently someone I know tragically lost everything in a house fire – thankfully she, her dogs, and her neighbours are all fine! Most of her interactions with her utility companies were fast, smooth, and empathetic. However, the call she had with one provider was horrible and made an experience that was already traumatic even worse. After a 45-minute wait to connect to an agent, she was pressured to pause her service (at a monthly cost) even after being clear she wanted to cancel, told she had to go into the house to recover their equipment (or be charged for it) despite her saying everything in the house was a total loss, and pushed for a new address for them to send her final bill even though her account had been on autopay for 10 years.

It was very clear that this agent did not have the proper training or tools to deal with a customer needing assistance after a catastrophic loss. This company missed the opportunity to build a stronger relationship with a long-standing customer through a supportive, empathetic human interaction. Instead, they have both lost a previously loyal customer and delivered an experience so bad that she’s shared it with her family, friends, and followers on social media.

One of the CX trends Gartner has identified for executive leaders in 2022 is increasing the capability for customer empathy at all levels of the organisation. For some companies, a focus on trust and empathy is long overdue. For others, this is already a priority and part of the internal culture.

In fact, some forward-thinking companies are using conversational AI to make their customer interactions more human and empathetic.

Conversational AI solutions designed specifically for the contact centre have been creating better experiences and improving agent performance for years. A perfect example of this is Motability Operations, an organisation in the UK that provides cars, wheelchairs, and scooters to more than 630,000 customers with severe disabilities. They have used a virtual agent tool in their contact centre since 2007 to support their advisors taking incoming calls. They have won numerous awards and recognitions over the years for their tool, including a 2015 Customer Contact Innovation Award.

The judges selected Motability Operations because their “approach to knowledge management builds trust and supports effective conversations, getting it ‘right first time’, optimising call length and – above all – helping advisors give customer confidence.” The conversational AI tool gives every agent in the contact centre access to all the information at their fingertips, so they don’t need to worry about how they are going to find the right answer. Instead, their focus can be on listening to the caller and engaging with them in a human and empathic way.

Virtual agent solutions are also helping other company employees outside of the contact centre improve their human interactions with customers. Some organisations have deployed internal conversational AI tools to give employees easy access to information on products, services, and processes. With the right integrations, these tools can even allow employees to submit forms, check on account information, and update orders all in one place.

One major financial services group, after seeing the benefits of using internal virtual agents for years, deployed a new conversational AI solution designed to help employees provide specialist support for potentially vulnerable customers. Employees can use search terms such as ‘job loss’, ‘autism’, and ‘anxiety’ to access tips on how to support the customer’s needs sensitively and effectively. The tool also includes a glossary and links to practical and helpful resources.

Think about how much better my friend’s interaction would have been after the traumatic loss of her home if the agent she spoke with had access to that kind of conversational AI tool. A quick search for ‘house fire’ could have provided him with the proper questions to ask and special accommodations that could be made for a customer in that situation to create a supportive, empathic experience at such a vulnerable time.

As your organisation works to increase customer empathy this year and provide better support for vulnerable customers, consider how conversational AI technology can help you do that. Instead of removing the human touch from your CX, conversational AI can make your engagements with customers more human and empathic.

Resolve to Make Your Conversational AI Project Healthier this Year

By Mandy Reed, Global Head of Marketing

The new year is here and that means it is time for New Year’s resolutions. The most common personal resolutions are focused on being healthier – exercising more, eating better, improving fitness, losing weight, stopping smoking. People join the gym, sign up for weight loss programmes, and download meditation apps.

But what about your conversational AI project? Does it need a New Year’s resolution to be healthier in the new year, too?

If your organisation already has a conversational AI project, then you don’t need me to wax on about the importance of digital customer support. You get it. However, if you’re concerned that your current conversational AI tool isn’t up to the task of improving your digital support experience in 2022, then it’s time to make a resolution for change.

Even the best laid plans sometimes take a wrong turn or need to be tweaked as customer expectations and your organisation change. The start of a new year is the perfect time to take a step back and re-evaluate your conversational AI project and strategy. If this review leaves you dissatisfied with what you find, you’re not alone. Here are some common reasons other organisations have given for being unhappy with their conversational AI projects:

  • I can’t expand my solution to support my growing business and customer base.
  • I have limited integration options to create a seamless and personalised experience.
  • I started my project with an inexperienced start-up that isn’t able to provide the technology updates and support I need from my conversational AI vendor.
  • I am struggling to manage multiple chatbots across different business divisions or departments.
  • I am unable to staff my chatbot project with internal resources with the necessary knowledge and experience.
  • I don’t own the user interface or training data with my current chatbot provider.

The good news is that none of these common issues are dealbreakers that mean you must scrap your current virtual agent or chatbot project and start over. Like any New Year’s resolution to be healthier, you just need a plan that starts where you are and takes you to your goal of creating a successful, valuable, and healthy solution.

Your first step should be to download the new ebook Conversational AI Issues & Solutions: Transforming Ineffective Chatbot & Virtual Agent Projects. It takes an individual look at each of the common issues listed above, explaining how they can negatively impact your conversational AI project and exploring ways they can be solved.

When you’re ready to work out the details of your plan for a healthier chatbot or virtual agent and put it into action, the Creative Virtual team is ready to be your personal trainer and coach. Contact the team here to learn more about the expert consultation and technology that’s helping brands around the world deliver reliable and valuable conversational AI solutions.

This new year, resolve to transform your conversational AI project into a healthier, more effective customer service solution. Make 2022 the year your customers, employees, and company experience the full benefits of a successful chatbot or virtual agent.

Wishing you a Season that’s Magical & Bright!

As we wrap up another year at Creative Virtual, our entire team around the world want to say a big thank you to all of our blog readers, customers, and partners!

2021 brought both challenges and celebrations for us as a company and the wider conversational AI industry, and we’re ending it looking forward to what is to come next year. In particular, we’re excited about the next big release of our V-Person™ technology, Gluon. You can find a special sneak peek here. We are also excited about the brand new ebook we recently published to help organisations solve common issues they are having with their conversational AI projects. You can get your copy of the ebook here. Be sure to subscribe to our Blog (if you aren’t already!) so you don’t miss our Gluon release announcements and new educational resources in 2022.

On behalf of all of us at Creative Virtual, wishes for a magical, festive end to 2021 and a new year full of even more bright moments!

A Look Back: 2021 in Review

By Mandy Reed, Global Head of Marketing

Welcome to Creative Virtual’s annual year in review blog post for 2021! It’s that time once again when we take a look back at the happenings and accomplishments of the last 12 months. That time when we reflect on the highlights of the year for our company and celebrate the latest developments in the conversational AI industry.

There’s no doubt that one of our biggest highlights of the year was being named a Leader in the ISG Provider Lens™ for Conversational AI! Published in March, the report compared 19 vendors based on the depth of their service offerings and market presence. The analysts at ISG found Creative Virtual to be a clear Leader based on our comprehensive solution portfolio and industry experience, emphasizing our long history of developing and delivering conversational AI solutions that provide real results. Here’s Mrinal Rai, Lead Analyst at ISG Research, explaining why we are a Leader in conversational AI:

 

Mrinal also joined our Founder & CEO, Chris Ezekiel, and Jan Erik Aase, Partner and Global Head – ISG Provider Lens™, for a (virtual) discussion on conversational AI. Their conversation covered current industry trends, the impact of the pandemic, and setting conversational AI project goals. They also discussed the findings of ISG’s research and current successful virtual agent implementations. Here’s a recording of their full discussion:

 

When ISG held their awards ceremony in October, Chris and Liam Ryan, Sales Director, were able to accept Creative Virtual’s trophy in person from Jan Erik. And while there were no ceremonies for these awards, Creative Virtual was also honoured this year with: ‘Most Innovative Conversational Self-Service Solutions’ in the Corporate Excellence Awards, ‘Best Conversational AI Solutions Provider – London’ in the 2021 Media Innovator Awards, and recognition in The 2021 CRM Top 100 Companies in Customer Service, Marketing, and Sales. We continued our five-year-long celebration of our Queen’s Awards for Enterprise: Innovation 2017 as well, recognising that all of these awards are the result of the hard work and collaboration of our entire global team.

With travel and in-person events still restricted this year, we kept our focus on producing content that could be shared, read, and watched virtually over digital channels. We teamed up with our partner Spitch as co-sponsors of The European Chatbot & Conversational AI Summit, presenting a joint session at the virtual event on combining chatbots with speech recognition to create voicebot solutions. We were also one of the sponsors for destinationCRM’s roundtable webinar Conversational AI: The Future of Customer Service?, sharing insights on how to maximise the benefits of this technology through integrations and personalisation.

We drew on our industry expertise and deep understanding of the conversational AI marketplace to publish a number of educational and thought leadership materials, including:

One of my personal favourite ways the Creative Virtual team shares our individual insights is through our annual blog post celebration for Customer Service Week and CX Day in October. This year we had 10 posts from nine authors – Chris Ezekiel, Khushal Hirani, Rachel Freeman, Susan Ott, Maria Ward, Rachael Needham, Björn Gülsdorff, Scott Tompkins, and me – covering a variety of customer experience, employee support, and contact centre topics. I’ve compiled our 2021 collection here so you can easily explore them all.

All of that expertise and our nearly two decades of experience as a company are also being channelled into the development of our next V-Person™ release, Gluon. Gluon includes updates to our chatbot, virtual agent, and live chat technologies as well as a re-architecture of our V-Portal™ orchestration platform. Gluon will enable our customers and partners to create accurate, reliable conversational AI solutions quicker and easier than ever, resulting in better experiences for their customers and employees. Learn more about our Gluon release here and check out this video for a sneak peek:

 

As we come to the end of 2021, we celebrate the highlights of this year and look forward to the ones the next year will bring. Stay tuned for new educational resources, updated conversational AI research, and our Gluon release of V-Person – coming in 2022!

Putting in the Hard Work for That Moment of Recognition

By Chris Ezekiel, Founder & CEO

I recently attended an awards event organised by ISG where we collected Creative Virtual’s trophy for being named a Leader in the ISG Provider Lens™ for Conversational AI. It was such an honour to be recognised as a leader in a field that contains such technology giants as Microsoft, IBM and Google. After so many virtual events, it was an unusual experience from the very beginning: putting on a business suit after 18+ months of varying degrees of lockdowns and restrictions; meeting so many people face-to-face in such close proximity; and the different ways people have modified their interactions.

There were certainly some different behaviours on display from the last awards ceremony I attended pre-pandemic. Some people wanted to shake hands, some preferred fist bumps, some people wore a mask between dinner courses and sips of wine. What wasn’t different was it being wonderful to celebrate the successes of all the companies being recognised.

Several speakers made jokes about their suits shrinking during the months of lockdown. As I looked around the room, there were certainly many nods of agreement to comments about the ‘Lockdown Bulge’. I had recently taken part in the London Marathon so felt somewhat smug! That got me thinking about the parallels of receiving corporate awards, like this honour from ISG, and completing a marathon.

Accepting an award on behalf of Creative Virtual is always an honour for me. Running a successful technology company with such a great and dedicated team and collaborating with some of the world’s leading organisations is a privilege. There is so much effort, over many years, that goes into making that brief moment possible. A brief moment of joy: stepping on stage, with the loud music and camera flashes, to collect the trophy. It is the same with running a marathon: all that training, the big push on race day which invariably includes pushing through the pain barrier at around the 20-mile mark, culminates in stepping across the finish line and collecting your medal.

All that hard work and dedication leads to that one moment of recognition and celebration. But I think the brevity of these moments is what makes them even more special. In our busy lives, when we’re in need of a boost, we can easily recall those climatic moments that put a smile on our faces. I believe that because these moments are so brief, we are driven to innovate more and train harder in order to experience more of them.

The Creative Virtual team is still hard at work to ensure we are delivering the conversational AI technology and expertise our clients and partners need for success. We are also living up to our status as industry leader by investing in the next generation of our V-Person™ technology. We aren’t doing all of this for awards and trophies, but being recognised by an important analyst group like ISG does provide a little extra motivation!

Congratulations to the global Creative Virtual team on being a Leader in the ISG Provider Lens™ for Conversational AI! And thank you to the team at ISG for organising a wonderful evening of celebrations.

Check out ISG’s Conversational AI quadrant and report here to learn more about why they have named us an industry leader.

The Best Conversational AI Now and in the Future

By Chris Ezekiel, Founder & CEO

Recently Corporate Vision Magazine announced the winners of their 2021 Media Innovator Awards. Creative Virtual proudly accepted the award for ‘Best Conversational AI Solutions Provider – London’! This award recognises our London-headquartered company for our expertise in both developing conversational AI technology and delivering skilled consultation for implementing and maintaining solutions.

We’re coming up on eighteen years since I founded Creative Virtual, and so much has changed in the chatbot and virtual agent space since those early days. As a company, we’ve played a key role in both establishing and advancing the conversational AI market. It’s always an honour to be called the best, but that certainly doesn’t happen by chance. It requires the hard work and collaboration of our entire global team as well as strong relationships with our customers and partners.

Being a leader in a quickly evolving technology space, like the conversational AI industry, also requires a continuous emphasis on innovation. More specifically, that innovation must be focused on helping companies tackle their real challenges and deliver real results, now and in the future. That’s why I’m excited to be receiving this award as we are preparing for our next big product launch in 2022.

Our upcoming Gluon release of V-Person™ is the next generation of our award-winning conversational AI. It draws from our nearly two decades of experience in the industry to deliver updates to our chatbot, virtual agent, and live chat technologies. Gluon also features a re-architecture of V-Portal™, our innovative orchestration platform. The updated user interface will make it easier for our customers and partners to deploy and maintain their conversational AI solutions without compromising on any of the advanced enterprise-grade functionality they rely on to deliver personalised, seamless experiences.

A few of the innovations and features of the Gluon release include:

  • Enhanced natural language processing (NLP) and machine learning
  • Microservices, widgetisation, and containerisation
  • Support for low-code and no-code
  • Ability to interface with multiple intent engines, CRMs, contact centre platforms, and voice technologies
  • Machine comprehension
  • Sophisticated dialogue management, personalisation, and entity extraction

The updates and innovations in our Gluon release are focused on enabling organisations to create accurate, reliable conversational AI solutions quicker and easier than ever. We give them complete control over the AI with a perfect blend of machine learning and natural language rules so there is never a machine learning black box to fear. All of this is designed to help organisations reach their goals for delivering better experiences for their customer, employees, and contact centre agents.

Congratulations to the Creative Virtual team on being named ‘Best Conversational AI Solutions Provider’! And thank you for your contributions to our upcoming product release, supporting our customers and partners with your expertise, and helping us deliver the best chatbot, virtual agent, and live chat solutions every day!

You can read our official award announcement here and watch a sneak peek video on our Gluon release here.

My thanks also to the Media Innovator Awards judges for recognising Creative Virtual’s conversational AI technology and expertise!