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The Role of AI in our Commercial Future

By Liam Ryan, Head of Sales

Back in 2001 I had the privilege of meeting Professor Noel Sharkey when he was a judge and I was a contestant on Robot Wars. Fifteen years later, I again had the pleasure of speaking with him when Creative Virtual sponsored the Social Robotics & AI conference. Noel and Creative Virtual’s Founder & CEO, Chris Ezekiel, were just two of the industry experts that presented as part of the event held at Oxford Brookes University in September.

This was the first year for this conference which aimed to unite the scientific community, business leaders and builders of human capital to discuss the role of AI in our commercial future. It was a well-attended event, with a large number of customer service professionals wanting to gain insight into how their companies should be looking to use cutting-edge AI technologies. As part of the ‘AI in Action’ showcase, we shared live demonstrations of our intelligent virtual agents. This sparked some interesting conversations about natural language chatbots, how self-service is perceived by customers and the potential for AI in the future of customer service.

Chris drew on his many years of experience during the ‘Customer relationships’ track, and his presentation, ‘Building customer relationships with intelligent virtual agents: A framework for humans and machines to work in harmony’ touched on many of the themes that came up during those conversations. A key takeaway for the audience was that customer support is not the place for pure AI. Intelligent virtual agents are an ideal solution for engaging customers and providing self-service, but they need to combine AI with a human element. This means they will learn and adapt based on how customers are using them while still enabling organisations to maintain control over the reliability of responses.

Social Robotics & AIAlso presenting at the conference was keynote speaker Garry Kasparov, world chess champion and AI advocate. His presentation delved into the relationship of intelligent machines and human creativity. He encouraged attendees to focus on how AI enables and empowers us to use technology in creative ways we never before imagined. Chris and I were both excited to have the opportunity to meet Garry and hear his thoughts on the potential of AI.

Noel Sharkey closed the conference with a look at ‘Human Responsibility in a World of Robots’. He shared some sensational newspaper headlines that were published as a result of his comments about AI being misinterpreted. These served as a first-hand example of the misunderstanding that often surrounds AI. Noel stressed that the industry needs to approach innovation in AI and robotics in a responsible manner that will help clear up this confusion and earn public trust.

In my opinion, the first Social Robotics & AI conference was a success from the impressive line-up of speakers and thought-provoking conversations right down to the delicious shrimp on the lunchtime spread! Our thanks to the organisers for inviting Creative Virtual to be a part of this event.

Please take a look at our Products page to learn more about Creative Virtual’s suite of Smart Help solutions and then request a personalised demo to see how AI technology can help you build relationships with your customers.

And for all of you curious about my Robot Wars appearance, check out the video below starting just before the 19-minute mark.

Smart Help, Digital Customer Experience and AI: A Week of Events

By Mandy Reed, Marketing Manager (Global)

Next week will be busy for the Creative Virtual team as we take part in five different events around the world. From the largest Digital CX event in North America to a world-first conference investigating the science of AI and its impact on business to industry events hosted by two of our partner companies, our schedule includes a little something for everyone. Read on for more information on each. . .


INTERACTIONS APAC 2016, Gold Coast, Australia

On 13-15 September, we’ll be exhibiting for a second year at Interactive Intelligence’s annual INTERACTIONS APAC conference. This event, being held at the Sheraton Grand Mirage Resort, will connect attendees with customer experience leaders and experts through visionary keynotes, actionable learning sessions and networking opportunities. Patrick Gallagher, Managing Director ANZ & North Asia, will be showcasing our Smart Help solutions in the Connections Hall. He’ll be sharing live examples of how our customers from around the world are using our technology to provide effortless online self-service for customers and supporting live agents in the contact centre.

Learn more & register to attend >>


Digital Customer Experience Strategies Summit 2016, Chicago, USA

The Creative Virtual USA team will invade the Windy City on 13-14 September as we take part in the third annual Digital Customer Experience Strategies Summit as a Gold Sponsor. You’ll find us at Booth 6 sharing an inside look at our customer engagement solutions and the ways enterprises are using them to deliver digital experiences that are easy to access, intelligent and conversational. Frank Schneider, VP of Sales for US & Canada, will be joined by Marissa Pippen, Self-Service Product Manager at InterContinental Hotel Group (IHG), to present an Industry Expert session on Bots and Digital CX. Their presentation titled ‘Enable Anywhere, Anytime Customer Engagement Between Your Brand and Your Customers’ will begin at 3:30 pm on Day 2 of the Summit and focus on using conversational virtual assistants to provide customers with consistent, accurate and personalised omnichannel engagement.

Learn more & register to attend >>


Social Robotics & AI, Oxford, UK

We are a Silver Partner for the first Social Robotics & AI conference being hosted by Oxford Brookes University on 14-15 September. Chris Ezekiel, Founder & CEO, is presenting as part of the Customer Relationships track beginning at 4:00 pm on Thursday. His presentation, ‘Building customer relationships with intelligent virtual agents: A framework for humans and machines to work in harmony’, will address how the combination of AI and human support can help organisations tackle the transition to more automation and build relationships with a new generation of customers. The Creative Virtual team will also be on hand to provide live demonstrations of our virtual agent technology as part of the ‘AI in action’ sessions.

Learn more & register to attend >>


We will also have members of our team at the Opus Research Intelligent Assistants Conference on 12-13 September in San Francisco and at the Genesys G-Summit on 14-15 September in Copenhagen.

We hope we’ll see many of you at one of these great events! Please be sure to stop by our stand or booth to learn more about our technology and share your customer engagement woes and dreams with our team. If you aren’t able to attend, schedule your own personalised demo to learn how we can help you reach your omnichannel engagement goals.