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.
The 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.