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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.

Evolving Customer Expectations and the Contact Centre

By Chris Ezekiel, Founder & CEO

I’ve said it before, and I’ll say it again – the contact centre in its current form is finished. The traditional model for call centres and contact centres is no longer providing the service experience that customers want. This was one of the key themes of CRMXchange’s recent Tech Tank Roundtable, Customer Delight: Live Demonstrations of Breakthrough Innovations. I had the pleasure of joining other industry experts from Aspect and inContact to share new customer experience solutions that are impacting the contact centre.

So, what do today’s customers want? First, they want organisations to offer support on digital channels. The survey results shared in Microsoft’s 2016 State of Global Customer Service Report show that 55% of global respondents say their customer service interactions typically begin online rather than on the phone or in person. That survey also found that 72% of the consumers surveyed expect agents to know their contact information, product information and service history. That highlights the fact that customers also are coming to expect personalised and seamless engagement from brands.

While customer expectations have been evolving, so has the customer service marketplace. During the webinar, I talked about the live chat vs. virtual agents debate that polarised the marketplace for many years. That view is now changing as it becomes clear that a combination of these solutions can help organisations meet customer service expectations. Even though customers are increasingly starting their support journeys online and leveraging self-service options like virtual agents and chatbots, the need for live agents won’t disappear. The key to providing personalised and seamless support for customers lies in the right combination of virtual and real support.

At Creative Virtual, we are delivering a combination of virtual agents and live chat that is defining industry best practice through a single knowledgebase for both virtual and real agents and a unique feedback loop. Our newest video explains how this works:

My thanks to Sheri Greenhaus and CRMXchange for hosting another great Tech Tank webcast – my third one! – and to all of you who joined us for the live event. If you missed it, you can request a copy of the recording here. You can also view my presentation slides here and then request your own live demo to learn more.

Breakthrough CX Innovations that Create Customer Delight

By Mandy Reed, Marketing Manager (Global)

“Customers are increasingly starting their support journeys online and leveraging self-service options, but that doesn’t mean that the need for live agents will disappear. Instead organisations need to implement the right combination of virtual and real support and integrate those channels properly in order to provide personalised and seamless support for customers.”

– Chris Ezekiel, Founder & CEO, Creative Virtual

On Thursday, 6th April 2017 at 7:00 pm UK/ 2:00 pm ET CRMXchange will host a Tech Tank Roundtable webinar titled Customer Delight: Live Demonstrations of Breakthrough Innovations. The live webcast will feature a panel of industry experts, including Creative Virtual’s Chris Ezekiel, showcasing emerging customer experience solutions that are beginning to impact the contact centre.

The contact centre industry needs to be constantly evolving in order to meet changing customer demands. As customers increasingly come to expect seamless and personalised omnichannel engagement, contact centres must turn to a combination of virtual and real support. During the webinar, Chis will address this change and give an inside look at Creative Virtual’s deep integration of virtual agents and live chat. This combined solution is defining industry best practice through a single knowledgebase for both virtual and real agents and a unique feedback loop combined with customisable workflow functionality.

The bringing together of live chat and virtual agents is a departure from the common belief that, until recently, prevailed in the contact centre industry that organisations needed to choose between the solutions. Forward-thinking organisations are now coming to understand that these two tools are complementary solutions that can play a key part in delivering quality digital support experiences for their customers. Gone are the days of the live chat vs. virtual agent debate as this shift in mindset begins to permeate the customer service industry.

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

Upcoming Webinar: Innovations and Trends to Enhance the Customer Experience

By Mandy Reed, Marketing Manager (Global)

Personalised, consistent and accurate engagement anytime, anywhere – customers expect it but many companies struggle to deliver it. With customer experience being a significant driver in customer loyalty and buying decisions, organisations need to find a way to meet these expectations at a cost that makes business sense. In CRMXchange’s upcoming Tech Tank webcast, Innovations and Trends to Enhance the Customer Experience, the roundtable speakers will show how organisations of all sizes are taking advantage of cost-effective innovations and techniques to deliver consistently satisfying customer care.

Chris Ezekiel, Creative Virtual’s Founder & CEO, will join the roundtable to give live demonstrations of how companies are currently using our innovative Smart Help solutions to offer 24/7 easy access to information and support across contact channels. These solutions are designed to be complementary to the systems and processes already in place to help brands quickly create better customer experiences without lengthy or expensive development projects.

The key to the success of Creative Virtual’s customer engagement platform is the unique combination of natural language virtual agents (V-Person™) with the backing of a powerful knowledge management, workflow management and business intelligence reporting platform (V-Portal™). Chris will demonstrate how organisations are improving customer satisfaction, increasing sales and building brand loyalty while also reducing their support costs.

Speakers from Fonolo and TeamSupport will also be joining the roundtable scheduled for Thursday, 16 June. Professionals interested in learning about cutting-edge customer engagement solutions and seeing live demonstrations of the technology in action, should be sure to register for this webcast through the CRMXchange website. For those unable to attend the live webinar, CRMXchange will make a recording available after the event and you can request your own live demo.