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Jumping on the Bandwagon isn’t the Same as Following Best Practice

By Mandy Reed, Marketing Manager (Global)

Every industry has best practices – guidelines, methods or techniques accepted as the most efficient and effective way to accomplish a desired result. Sometimes when something new comes along or starts to get industry attention, the hype can make it easy to confuse jumping on the bandwagon with following proven best practice. This is particularly true when it comes to technologies that are thrust in the spotlight through mainstream media buzz.

The explosion of media hype around artificial intelligence (AI) and chatbots over the past few years – and the subsequent confusion in the customer experience (CX) space – is one of topics Creative Virtual discusses in our article for The Parliamentary Review. The Parliamentary Review is a series of independent British publications which aims to share best practice among policy makers and business leaders. They combine commentaries from award-winning journalists with innovative thinking from industry experts. Creative Virtual was invited to contribute this year as a Best Practice Representative for the technology sector.

Partially spurred by Facebook’s introduction of bots for their Messenger Platform, the media buzz around AI and chatbots has created a renewed interest in the technology over the past couple of years. While this had a positive effect in garnering more attention for using chatbots and virtual agents to deliver automated self-service, it also played a role in creating industry confusion. Some vendors tried to jump on the AI bandwagon, but ended up overpromising and creating unrealistic expectations for AI chatbots.

Based on our experience, we at Creative Virtual knew that pure AI was not the right option for automated customer service, and so we continued to present our hybrid approach of self-learning and human curation of content as industry best practice. This involved us working to educate the marketplace about the realities of the technology and using chatbots to provide a predictable and reliable self-service option, instead of jumping on the AI bandwagon.

Now the initial hype has died down and those unrealistic promises have turned into chatbot pilots that are failing or never got off the ground at all. The decision to stand firm in our hybrid approach to implementing our chatbots and virtual agents in spite of the buzz has strengthened our position as thought leaders and trusted consultants in the industry. It has also allowed the organisations we work with to take advantage of recent AI advancements while also continuing to provide quality self-service experiences for their customers and employees in line with industry best practice.

Be sure to check out our full three-page article in the 2018 Technology Review to learn more about Creative Virtual’s story, how we created a company culture of innovation, teamwork and ownership, and why our future looks bright.