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A Complete Omnichannel Experience for Those at a Desk and on the Move

By Liam Ryan, Sales Director

In my nearly 11 years with Creative Virtual, I’ve worked with organisations across all sectors looking to implement successful virtual agent solutions and have seen the industry and the technology change massively. As the number of communication channels have grown and customers have become more digitally savvy, virtual agent technology has also become more advanced and sophisticated. Today companies are using these solutions to increase engagement through natural language conversations and are seeing all the usual benefits that you’ve heard associated with chatbots and virtual agents for years – an enhanced user experience, improvement in CSAT scores, reductions in calls to the contact centre and lower customer service costs.

Yet, as I explain in my recent Executive Interview with CRMXchange, the benefits go beyond that with today’s solutions. Chatbots and virtual agents can now provide a complete omnichannel experience for those at a desk and on the move. By being able to linkup channels – web, mobile, Facebook, messenger apps (like Facebook Messenger and WeChat), voice assistants (like Google Home and Amazon Alexa), etc. – companies are benefiting from delivering a consistent, accurate and seamless experience that’s available to customers 24/7.

It’s important that companies looking to implement a virtual agent fully explore the benefits of deploying the solution across multiple contact channels using a single knowledgebase. This then needs to be a central consideration during their selection process. Many virtual agent and chatbot solutions on the market today don’t have this capability which means you end up with a stand-alone tool on a single communication channel and an even more disjointed customer experience.

In my interview I also talk about the benefits of using self-service virtual agents for employee support, particularly for internal service desk and HR support, and how working with an experienced vendor like Creative Virtual can help an organisation get the most from their virtual agent. I discuss why human moderation of the machine learning component of chatbots is essential and the effect the explosion of media hype and buzz around artificial intelligence and chatbots has had on the industry.

Read my full interview for more and request a live demo to see Creative Virtual’s technology in action. My thanks to CRMXchange for the opportunity to participate in their Executive Interview series!

Supporting Customers and Employees in the Digital Age

By Liam Ryan, Sales Director

Every organisation is going through a digital transformation, particularly in regard to their customer and employee experiences. Virtual agents and chatbots are ideal for supporting both digital customers and employees with a reliable and consistent self-service option that also helps reduce support costs and improve efficiency.

At Creative Virtual self-service solutions are our specialty, and we’re honoured to be named ‘Best Self-Service Solutions Provider 2017’ by Corporate Vision Magazine’s UK Corporate Excellence Awards 2017. For over 14 years we’ve delivered bespoke virtual agents and chatbots designed to provide a quick, easy way for users to get information and troubleshoot issues.

Once viewed as a novelty or ‘cool’ thing to have, virtual agents are now a key component of many customer engagement strategies. Smartphones, social media and a variety of other technological advancements have changed how we communicate with each other and how we want to communicate with brands. The traditional ways of providing customer service are no longer meeting the expectations of digital customers. As a society, we’re more inclined to seek out self-help options and are becoming increasingly more comfortable with using chatbots and virtual agents.

Despite most organisations being focused on improving their customer experience for a while now, an emphasis on improving the employee experience is relatively new for many. Yet organisations are starting to feel more pressure to make internal changes to better engage a digital workforce and lower costs. Virtual agents are proving to be a great fit for internal service desk and HR departments, giving employees an easy way to self-serve in a variety of situations. By giving employees the tools to troubleshoot and solve common problems anytime, anywhere on their preferred device, organisations can reduce costs and improve productivity.

Check out this recent webinar AI, Chatbots & Live Chat: Separating Truth from Myth, now available to watch on-demand, for a look at how organisations are already using virtual agents and chatbots to improve engagement with digital customers and employees.

Our thanks to Corporate Vision Magazine and the UK Corporate Excellence Awards for this honour!

It’s Time to Talk About the End-to-End Digital Employee Experience

By Chris Ezekiel, Founder & CEO

Talking about the end-to-end digital customer experience is nothing new. Over the past several years we’ve seen organisations take on the challenge of how to serve highly connected, always on customers. While this has certainly not been an easy undertaking, companies are now understanding the importance and necessity of providing customers with a complete digital experience and are embracing it throughout the organisation as a key part of their overall customer experience strategy.

What has been missing from this conversation for many organisations has been the end-to-end digital employee experience. The good news is that recently this has started to change, and I’m seeing a real maturity happening within organisations. Companies are now looking internally as well as externally and considering the employee point of view. They are recognising that employees needing support don’t want to find a phone to call the service desk or be constrained by the working hours of live agents any more than customers want to have that disjointed support experience. They are also realising that forcing employees to make a phone call or rely on the availability of live agents for every service desk contact is having a negative impact on overall productivity. In today’s increasingly digital workplace, the employee experience is something that organisations can’t afford to ignore.

Today we officially launched the newest addition to Creative Virtual’s suite of Smart Help solutions: V-Person Service Desk™. Our development of this self-service solution was in response to the growing need we saw for organisations to deliver quicker, easier service desk support for their employees without incurring the extra cost of additional live agents. In the service desk space there is a focus on shifting work left, and that’s exactly what V-Person Service Desk is designed to do. By giving employees the proper tools to troubleshoot instantly, they are empowered to self-serve, when and where they require support, without needing to contact a live service desk agent. This reduces service desk support costs while improving productivity.

Like our other V-Person solutions, the virtual agent understands questions asked in natural language and provides an instant, consistent answer every time. V-Person Service Desk is also designed to be complementary to the systems and processes organisations already have in place. It can be easily integrated with existing Single Sign-On (SSO) and ticketing systems, third party databases and live chat systems. By integrating with your SSO system, the virtual agent is able to provide employees with an extremely personalised experience based on pieces of information unique to each user, such as their name and location, which devices they have, the system they run on, and applications to which they subscribe, with no extra effort needed from the employee seeking support.

You can learn more about this service desk solution and download a product overview on our V-Person Service Desk page. We’d also love to schedule a live demo to show you how our Smart Help solution can help you improve productivity and reduce growing service desk support costs.