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A Buzz About Chatbots at G-Summit Melbourne

By Patrick Gallagher, Managing Director ANZ & North Asia

There was a definite buzz at this year’s G-Summit Melbourne, hosted by Genesys earlier this month, around the event theme: Together – Together, we can deliver iconic customer experiences by powering digital business with a human touch. The event was busy this year with a very strong turnout and plenty of interest in chatbots.

I had the pleasure of being on-hand in the AppFoundry Hub to represent Creative Virtual, an event sponsor and founding member of the Genesys AppFoundry, and show our chatbot and virtual agent solutions in action. V-Person™ technology enables organisations to provide customers with smart online help and is designed to be integrated with the Genesys platform to provide a seamless experience.

G-Summit MelbourneThe theme of this year’s event really resonated with us at Creative Virtual. Our mission is to help organisations provide seamless, end-to-end customer engagement by combining the digital channels with a human touch. Based on a set of customisable rules and triggers, our self-service virtual agents can seamlessly escalate users from virtual to real agent, with a complete history of their conversation being passed to the live agent. Live agents can pick up the conversation where the virtual agent left off without the customer needing to repeat the question or issue.

We also know that ‘pure’ AI solutions being promoted in the marketplace as virtual agents are not ready to be deployed for a support and service experience for customers. Virtual agents should employ self-learning capabilities, and deliver benefits from this, but in a way that gives companies control over the reliability of the responses. Our virtual agents and chatbots use a combination self-learning and human input to provide consistent and reliable information to customers and allow organisations to be absolutely sure that their solution is responding to users in a predictable way.

My thanks to Genesys for hosting another great G-Summit event and to everyone who visited us in the AppFoundry Hub to see our solutions in action. It was a pleasure to be a part of the event buzz and catch up with many friends from Genesys and Interactive Intelligence – now all one family!

Want to learn more? Request your own personalised chatbot demo to see our solutions in action.

Together We Can Deliver Iconic Customer Experiences

By Patrick Gallagher, Managing Director ANZ & North Asia

Over the years, companies have invested millions in their contact centres to provide support to customers calling to purchase, enquire, complain, apply or seek assistance. Traditionally this has been the ‘tried-and-tested’ option as companies continued to invest in their contact centre in order to build their customer support capability. But as customers have moved to digital channels, this approach is no longer enabling organisations to meet their customers’ expectations.

G-Summit Melbourne, Genesys’ customer experience event taking place 7 – 8 August 2017, will address this change with their event theme of ‘Together – Together, we can deliver iconic customer experiences by powering digital business with a human touch’. Creative Virtual is looking forward to taking part as a Genesys AppFoundry partner and event sponsor.

Today’s customers want effortless interactions with organisations. Research shows that they are increasingly leveraging self-service and digital channels for customer service for this reason. However, at first we were seeing the change to self-service happening separately from the contact centre, particularly in Asia Pacific, which was creating new challenges for companies and not delivering the seamless omnichannel service customers were expecting. The change to self-service needs to happen in conjunction with an evolution of the contact centre and an internal shift in attitudes toward joined-up customer engagement across traditional and digital channels.

It’s key for organisations to recognise that it’s more than just support today’s online customers want – they want an effortless experience. This means companies need to embrace the digital channels and build smart help online, not force customers to use a traditional search tool that returns pages and pages of results. Customers also want a seamless experience and the option to escalate from self-service to human-assisted service if they want or need further support.

I’ll be on hand in the Partner Pavilion at G-Summit Melbourne to showcase Creative Virtual’s V-Person intelligent virtual agent and chatbot solutions. This technology enables organisations to provide customers with smart online help and is designed to be integrated with the Genesys platform to provide a seamless experience. With properly integrated virtual agents, customers benefit from 24/7 access to consistent, accurate and personalised information and a convenient, seamless customer experience. Contact centres benefit from lower costs, reduced staff turnover and more engaged, skilled and happier agents.

I hope to see you in Melbourne for a great day of CX discussions, networking and demonstrations! Can’t attend G-Summit Melbourne but want to learn more? We’d be happy to arrange a personalised demo at a time that works for you.