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

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

By Chris Ezekiel, Founder & CEO

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

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

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

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

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

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

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

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

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

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

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

It’s Time to be Smart About Your AI Strategy

By Chris Ezekiel, Founder & CEO

I first started working in the world of virtual agents in 2000 and, even though the technology was very much in its infancy at the time, saw huge potential for innovation and growth in the industry. Having now led my own company in this space for over 15 years, I have a unique perspective on the advancements of conversational AI technology and the ways it can be used. I was pleased to share some of my insights with the AI Time Journal recently in an interview for their Conversational AI Initiative.

Whether you use chatbots, virtual agents, conversational AI or one of the other numerous terms in the market today to describe this technology, one of the biggest challenges the industry faces (besides the inconsistent terminology!) is the lack of understanding within organisations about deploying these solutions. Just a few years ago this was due to them not really knowing much about virtual agents or how these tools can be used to improve the customer and employee experience. Now there is typically a general understanding of what virtual agents are, and the lack of understanding stems more from the media hype around AI and the confusion created by other vendors making false promises about the capabilities of the technology.

As I discuss in the interview, I truly believe that the key to a successful conversational AI strategy is to work with an experienced team of people. Enterprises need to be smart about the choices they make and not get swept up in the AI hype and empty promises if they want to have a strategy that will not only work today, but also set them up for future innovation and expansion.

This is why the Creative Virtual team is the company’s biggest asset. We’re able to provide organisations with the consultation services they need to really understand the possibilities – and limitations – of the technology and develop a customised implementation plan rooted in industry best practices. It is our combination of an experienced, expert team and our award-winning technology that sets us apart from other vendors in the space. In fact, this was one of the reasons that Frost & Sullivan selected Creative Virtual as the AI-Enhanced Customer Self-Service Product Leader this year. You can read more in their independent report.

In a world where customer experience is THE differentiator, one of the biggest opportunities for organisations implementing conversational AI is the ability to provide a superior and personalised experience to their customers. They can deliver on customer expectations for an experience that is effortless and embedded within their normal day-to-day activities. The interaction with your company becomes like that of friends interacting with each other.

Enterprises also shouldn’t overlook the big opportunity to leverage this technology to provide that same type of effortless, personalised experience for their employees. That can be onboarding new team members, training and supporting contact centre agents, delivering internal service desk support, offering easy self-service for HR questions – just to name a few! We’ve seen a huge increase over the past few years in these types of internal implementations with impressive results.

My interview also delves into my thoughts on voice-enabled conversational interfaces, challenges of channel-specific chatbots, and future technology trends that will impact the industry. My thanks to the AI Time Journal Editorial Staff for including me in their Conversational AI Initiative! You can read my full interview here.

We’re Coming to Rescue Your Failing Chatbot Project!

By Chris Ezekiel, Founder & CEO

In my role leading a global company, I have the opportunity to travel all over the world speaking at conferences, meeting with enterprise executives and collaborating with other industry experts. Everywhere I go, I hear stories from organisations that have started on chatbot projects which is exciting for the industry. Yet all too often that excitement turns to disappointment in these stories as we are seeing many of these projects failing or never coming to fruition.

I’m not alone in seeing this common theme. I’ve had many discussions with industry analysts this year who have echoed this same concern, and we’ve encountered this issue first-hand with some of our most recent customers who came to us for help after struggling with other chatbot products. Failing chatbot projects have also garnered negative press coverage for companies. Telecommunications company Telstra was in the news when their virtual agent Codi, a joint project with IBM and LivePerson, was branded a ‘virtual moron-idiot’ by customers. Failing to answer even basic questions, it left users frustrated and sharing their negative experiences with the world. The National Disability Insurance Agency (NDIA), a government agency in Australia, was criticised for spending more than $3.5 million AUD on an IBM Watson chatbot project that never even reached the testing stage. It’s not uncommon today to find enterprises with more than 10 internal chatbot projects in progress – and none of them actually delivering on their potential.

As someone who has been involved with virtual agent and chatbot technology since its infancy, I felt passionately that it was time for my company to act – and the expert team at Creative Virtual agreed. We know intimately how well this technology can work for enterprises and don’t want them to continue to miss out on those benefits. That’s why we are now on a Rescue Mission!

The goal of this mission is to rescue organisations struggling with poor performing chatbots and projects that never got off the ground. Instead of abandoning their failing projects, we are helping companies save their investments by leveraging what they already have and building on that to create a successful chatbot. We’re offering a no cost consultation workshop and initial chatbot upgrade to our award-winning V-Person™ platform to get the transformation project started.

Creative Virtual is in a unique position to rescue these failing chatbot projects. As a company, we have over 15 years of experience in the virtual agent and chatbot space. Our very first enterprise customer is still a customer today – that’s 15 years of consistently delivering successful solutions for them! We’re able to do that because we have a highly experienced team that delivers best practice expertise alongside our innovative and award-winning technology.

Earlier this year Frost & Sullivan named Creative Virtual the AI-Enhanced Customer Self-Service Product Leader. In their independent review, they praised not only the capabilities and performance of our technology but also the effective way we provide the guidance of an experienced strategic partner to our clients. That combination of people and technology is what makes us perfectly suited to lead this Rescue Mission!

If you’re struggling with a poor-performing chatbot/virtual agent or are unsure about what to do with a failing chatbot project (or 10 failing projects!), we want to help. Let Creative Virtual save your investment by transforming your failing chatbot into a successful conversational AI solution. Sign up today for your no cost consultation workshop and initial chatbot upgrade.

We’re coming to rescue you!

AI, Customer Experience and the Financial Services Industry

By Chris Ezekiel, Founder & CEO

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

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

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

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

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

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

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

Creating a Better Experience for Indian Customers

By Anand Gupta, Knowledgebase Author

The Customer Experience Management (CXM) 2019 event that took place in Mumbai on 25th April at the Hilton Hotel turned out to be a wonderful experience for Creative Virtual. The Founder & CEO of Creative Virtual, Chris Ezekiel, and Executive Director India, Shantanu Purandare, participated as representatives of the company. The event also witnessed the participation of market leaders in an array of fields. Business Heads, Chief Executive Officers, Marketing Heads, Vice Presidents, Chief Operating Officers, and other dignitaries belonging to Book My Show, Edelweiss, Future Group, Indigo, GVK, and Craftsvilla presented their perspectives of the market and customers during the day. Creative Virtual sponsored the event as the CX Product Leader Partner.

Customer Experience Management 2019Discussions were held among representatives to magnify the solutions granted to customers. Taking up the dais, Shantanu began with a pun and jest before drawing the audience’s attention towards losses incurred in the market due to fallacies. He sought heed on the loss of thousands of crores of rupees due to bad customer experience the previous year (2018) in addition to the year before that. In his presentation, he emphasized the importance of providing a delightful customer experience. Shantanu discussed key elements needing to be addressed by the industry to improve CX that repeatedly arise in customer surveys year after year. He also stressed the importance of providing support in the customer’s language. For example, Creative Virtual is helping organizations in India provide self-service in Hindi, Tamil and Marathi.

After this, Chris took over the platform and deciphered the real business benefits of chatbot solutions. He noted the strength of Creative Virtual’s chatbot technology through illustrations and highlighted best practices for using chatbots, virtual agents and live chat. He explained that the chatbot is capable of conversation which bridges the gap of human interactions through a live example. The emphasis remained on the personalized interaction. He displayed the customized integration of the chatbot with different devices and channels like Facebook, WhatsApp and WeChat. The company founder also demonstrated the integrations with voice technology and live chat during the presentation before handing the podium to Shantanu again.

Exhibiting the varied aspects of our company’s chatbots, Shantanu demonstrated some of the features of the retail chatbot Swara designed to assist with the selling and purchasing of items. It showcased the capacity of reminding the logged-in user when the transaction remained incomplete after re-opening the bot on another device. He presented one of the features that allowed for human intervention while maintaining a seamless customer experience. The chatbot provided options that enabled the customer to connect with a customer care executive by selecting to receive a phone call to the user’s own device. Shantanu placed an order during the live presentation using the chatbot on both his laptop and his mobile. He then showed the integration of Swara with Amazon’s Alexa device and rescheduled the delivery of that purchase. This demonstration of an omnichannel experience left everyone in awe and thinking about how they could integrate chatbot technology to provide a similar experience to their own customers.

You can watch the full presentation from the CXM event below, and then request a personalized demo to learn more about how Creative Virtual’s chatbot and live chat solutions can help you provide a delightful customer experience. Special thanks to the CXM event organizers for putting together a wonderful event and to all the attendees who stopped by our table throughout the day.

The Campaign to Win Over Customers

By Mandy Reed, Marketing Manager (Global)

In electoral campaigns, candidates share their ideas, come up with catchy slogans and make promises to gain the support of voters and best their opponents. For businesses, every day is like a day on the campaign trail. There is a constant battle with competitors as they try to outdo each other with a superior product or service, lower pricing and an easier customer experience. As customers, we are choosing the winners and the losers every day by deciding where to spend our money.

I wrote recently about the prediction that 2020 will be the year that customer experience overtakes product and price as the number one way companies will differentiate themselves in the marketplace. While we don’t have long to wait to see if that prediction comes to fruition, businesses don’t have the luxury of taking a ‘wait-and-see’ approach. If they haven’t already been putting time and effort into improvements to their customer experience and cultivating the company culture needed to make that a priority, they’ve put themselves at a great disadvantage.

I’ve also written before about the so-called ‘Amazon effect’ on customer experience expectations. Amazon and other companies that are delivering high quality experiences, including excellent service and support, are creating a customer base that is now expecting that same level of customer experience from all the organisations they engage with, regardless of industry. This is helping to push customer experience ahead of product and price in purchasing decisions.

Case in point: over the weekend I got a text from a friend that read ‘Lesson learned…I’m sticking with Amazon from now on…returns are super easy!’ She had been dealing with a drawn-out and frustrating return process for an item that, had she purchased it from Amazon, could have been sorted out in minutes on their website. That business had just lost a customer because of the poor experience they delivered; an experience that didn’t meet the expectations created by a customer knowing there could have been a simpler, quicker process in place.

Customer service and support is one area of the overall customer experience where organisations have often struggled to keep customers happy. One reason is the rapid change in how we communicate both with companies and each other, driven by technology and increased internet access. Not that long ago, businesses were only dealing with providing support in person, over the phone or via email. Now customers are looking for answers and information on websites, social media, messaging apps and smart speakers, too.

Forward-thinking companies understand that the future of customer service lies in automation. It’s not feasible to support customers on every communication channel with humans alone – and customers don’t expect that. Conversational chatbots and virtual agents are a smart way to deliver automated self-service for customers across multiple channels. These automated solutions can also be used to assist customer service agents in the contact centre to improve both the customer and agent experience. The key is to be smart about this automation, though. Work with a knowledgeable team to implement the right combination of automation, artificial intelligence (AI) and human input to set your efforts up for long-term success.

In the relentless campaign to win over customers, it’s easy for businesses to promise a seamless, easy and positive customer experience. But as customer experience becomes more and more important in the decision-making process, it will be the companies that deliver on those promises that will come out victorious.

Is Your Customer Experience Ready for 2020?

By Mandy Reed, Marketing Manager (Global)

Every one of us has a story we can share about a bad customer experience – and we love to tell those stories. In fact, a survey conducted in 2018 across six countries found that 60% of customers said they had shared their bad experiences with others, either in-person or online. And for many of us, we also love to hear or read about those experiences before we make our own purchasing decisions, meaning that a single poor experience can have a negative knock-on effect on countless other potential new customers.

It’s certainly no secret that your customer experience (CX) has a direct impact on your company’s bottom line. The results of that same survey also showed that 56% of customers had stopped doing business with a brand or switched to a competitor after a single bad customer service experience. According to Frost & Sullivan, US companies are currently losing more than $83 billion annually because of poor customer experiences. Despite being armed with this understanding, many organisations are still struggling to meet the expectations of today’s highly connected, digitally-savvy customers.

In their The Future of IT report, Forrester drives home the point that soon nearly all companies will operate as digital entities with their ability to maximise on the potential of new technologies determining their success. One force behind this change are customers:

“Digitally insatiable customers have a marginal and fickle loyalty to traditional brands, are willing to experiment, and are conditioned to switch affinity and spend based on a single poor experience. Customers have an affection for novelty brands and, notably, brands that ‘get’ and tap into their day-to-day lives.”

When it comes to service and support, tapping into a customer’s day-to-day life means providing the options to find information and resolve issues on a growing number of channels. More traditional channels like the phone are still important, but customers now also want to engage with brands on newer channels like messenger apps and smart speakers – channels that are becoming more integrated into other aspects of our daily lives.

Yet just being present on these channels isn’t enough to create a positive customer experience. As Gartner points out:

“It’s not just what channels customers use to resolve issues, but why they use them that leaders need to understand.”

Service leaders must understand the entire customer journey and the realities of what it takes to solve a particular issue in order to optimise each channel appropriately and then guide customers to the correct channel as needed. While all channels should aim to make customer resolution easier, every channel can’t be viewed with a one-size-fits-all mindset.

To be able to guide customers to the right channels and create an easy, seamless experience, organisations need to approach their digital CX initiatives with an omnichannel view. For example, adding a chatbot on a messenger app is a great way to provide customers with quick self-service, but it can’t be a standalone tool. It must also be integrated with other channels so users can be properly guided or handed over to a different channel if needed, such as live chat or the contact centre, to have their issue resolved.

There have been lots of predictions over the past several years about how important CX will become for brands. A recent report identifies the year 2020 as the point when customer experience will overtake product and price as the number one way companies will differentiate themselves from the competition. As we quickly approach the middle of 2019, organisations need to take the time to really evaluate their experience and identify the technologies that will prepare their customer service for the future.

C+UX: Innovations and Tips for Your Customer Experience Strategy

By Mandy Reed, Marketing Manager (Global)

According to Frost & Sullivan, customer experience will overtake product and price as the number one means of differentiation for organisations by 2020. Companies that get their customer experience (CX) right are rewarded, with 74% of consumers spending more with a business due to a history of good service. While most companies understand the importance of delivering a positive CX, creating and deploying the right tools to create happy customers remains a challenge.

If you’re looking for CX inspiration and help in developing a successful strategy, don’t miss the C+UX Expo taking place in London on 27 & 28 March. Tickets for the UK’s biggest customer and user experience event are free and will give you access to several other co-located events, including the Call & Contact Centre Expo and the Marketing Technology Expo.

Creative Virtual Founder & CEO, Chris Ezekiel will be presenting a seminar on Thursday at 14:00 in Theatre 16, ‘Top Tips for Implementing Chatbots and Virtual Agents in 2019’. Be sure to join Chris as he cuts through the artificial intelligence (AI) and chatbot hype to share best practices for selecting, deploying and maintaining a successful self-service solution. Drawing on demos of live implementations, he’ll cover everything from building your business case to setting your solution up for long-term success.

The Creative Virtual team will also be on Stand 920 both days of the event sharing insights and live demos of our award-winning virtual agent, chatbot and live chat solutions. Our multi-lingual technology can be deployed across touchpoints – web, mobile, social, messaging apps, SMS, contact centre, service desk, IVR and smart speakers – to deliver information quickly and efficiently to customers and employees. Stop by to see some of our current implementations in action and learn how we are helping businesses implement these solutions to create seamless omnichannel engagement.

Tickets for C+UX are free, but you must register in advance through the event website. If you aren’t able to attend the expo but are interested in learning more about how you can optimise digital conversations with your customers and employees, request a personalised demo with an expert member of our team.

Best wishes for a Merry Christmas & a Happy New Year!

As the end of 2018 and the start of a new year quickly approach, we want to take this opportunity to say a big thank you to all of our blog readers, customers and partners for being part of another exciting year!

From launching a new website to being named one of Britain’s fastest-growing technology companies to running our fourth 10k in support of the RSPCA, this was certainly a year full of new accomplishments and recognitions for us as a company. Be sure to check out more of the highlights from this year in our 2018 in Review blog post and our 2018 in Review photo album. 2019 is already shaping up to be another exciting year as we look forward to celebrating Creative Virtual’s 15th anniversary.

On behalf of the entire Creative Virtual team around the world, we wish each and every one of you a very Merry Christmas and Happy New Year!

 

Employee Engagement Remains a Top Priority Alongside Customer Engagement for 2019

By Liam Ryan, Sales Director

Welcoming a new year often goes along with an ‘out with the old, in with the new’ mindset, but two things that are staying hot on companies’ 2019 agendas are customer engagement and employee engagement. This was glaringly obvious at the recent AI & Robotics Directors’ Forum: AI Enhancing Customer & Employee Engagement. From the delicious smoked salmon and cheese bagels served for breakfast to the final moments of the drinks reception at the end of the day, the event highlighted companies’ increased focus on improving engagement across the board.

Customer experience and engagement has been a top priority for most organisations for years, but improving employee engagement is a more recent addition to agendas. Organisations are coming to understand the benefits of providing better and easier support for employees. They are also coming to understand that many of the same digital tools, such as chatbots and virtual agents, that they are utilising to improve their customer experience can also be leveraged to improve their employee experience.

The event agenda featured presentations and panel discussions focused around practical uses of artificial intelligence (AI) in the customer and employee engagement spaces. I was joined at the event by Chris Ezekiel, Founder & CEO, who presented a morning session titled ‘Taking Engagement to the Next Level: Conversational AI for customers & employees’. He shared some insights into the expectations of customers and employees and then took an in-depth look at how organisations can bring everything together to centrally control a consistent, convenient and efficient experience for both customers and employees.

Using a single orchestration platform enables you to deliver consistent information and support across touchpoints and allows you to more easily engage users on the devices, channels and apps they are already using in their everyday lives through chatbots, virtual agents and live chat. For conversational AI to be effective, it must use a hybrid approach of machine learning and human input. The orchestration platform you put in place must allow you to manage that combination of humans and AI so you can deliver the best experience to users and maximise on your investments.

During his session, Chris shared a few live demonstrations to illustrate industry best practices. The best way to really understand how this all comes together is to see it in action, so if you weren’t at the event I encourage you to request a demo. Our team is always happy to arrange a time that works with your schedule so you can experience the ways conversational AI can help you improve your customer and employee engagement.

Our thanks to the AI & Robotics Directors’ Forum organisers for inviting Creative Virtual to take part in your last event of the year!