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Orchestrating a Seamless and Efficient Customer Experience

By Mandy Reed, Marketing Manager (Global)

We live in an always-on world with instant access to information and news and trending hashtags always at our fingertips. There have been numerous studies done about the effects of digital devices and the growing need to always feel connected. As I’m writing this, I have no electricity or internet access thanks to the power of mother nature which, I’m slightly embarrassed to admit, is giving me a good bit of anxiety about the percentage of battery left on my smartphone – my one connection to knowing what’s going on in the world without actually having to leave my house!

It’s certainly no secret that this new normal of constant digital connection and instant access to information in our personal lives has also changed our expectations for our engagement with businesses and brands. Organisations are facing the challenge of delivering a quality support experience over a growing number of contact channels. Messaging apps, like Facebook Messenger and WeChat, and smart speakers, like Amazon Alexa and Google Home, have been added to existing touchpoints, like the phone, website and social media, instead of replacing them. On top of that, many organisations are struggling with lots of disconnected information sources making it difficult to keep content updated and deliver the right information to customers on all channels. So how can organisations bring this all together to create a consistent, convenient and efficient customer experience?

Chris Ezekiel, Founder & CEO of Creative Virtual, will join Engage Customer on Tuesday, 27 November for a webinar to address this question, Orchestrating a Seamless and Efficient Customer Experience. Through a series of live demonstrations and practical tips, attendees will learn:

  • The benefits of centralising knowledge management control and using a single orchestration platform to deliver consistent support across contact channels
  • Best practices for implementing chatbots, virtual agents and live chat to provide accurate and seamless omnichannel engagement
  • Ways to leverage a hybrid of artificial intelligence and human input to reduce support costs whilst improving conversational engagement

Register now for the webinar Orchestrating a Seamless and Efficient Customer Experience. Can’t attend the live event? Don’t worry, a recording will be sent to all registrants after the webinar.

You can also request a personalised demo to see how our technology can help you deliver seamless, consistent support and increase customer satisfaction scores.

Aligning Artificial Intelligence with Human Talent to Transform Customer Experience

By Chris Ezekiel, Founder & CEO

I recently presented on the CRMXchange Technology Innovation Showcase, a webinar we‘ve done for the last six years. Presenting on a webinar for an hour with about a hundred company executives listening from all parts of the world, with potentially hundreds of people listening to the recording later, and without any friendly faces to look at in the audience, or in fact without any feedback whatsoever, doesn’t sound like much fun! But I love it.

The reason I love presenting on a webinar of this nature is that it gives me the opportunity to present the best of what our employees, customers and partners have produced over the past twelve months. I’m fortunate enough to run an organisation that is at the forefront of helping organisations deliver superior customer experience in the modern world. Using technologies like natural language processing and machine learning, combined with the amazing talent within our company, is like a dream come true for me.

Don’t get me wrong, running a company in a highly competitive market is not always a bed of roses, but the joys far outweigh the negatives, and it’s preparing for a webinar like this that gives me the opportunity to reflect on all the great stuff our company does, and at the same time it helps me to contemplate the next generation of our products and services. We have some fantastic research and development projects going on that promise to transform customer experience even further.

The key to our success, though, is not to get too carried away with the latest and greatest shiny stuff, but to align our passion for innovation and technology with the needs of our customers. Timing is crucial for a company to be successful. And judging by the great feedback I received following this latest webinar (thank you!), I’m confident that Creative Virtual remains exactly on the right track.

I would like to say a big thank you to our Creative Virtual team for all their hard work and dedication, and to our customers and partners for all their great support. Thank you all for attending or taking the time to watch the recording, and to Sheri and CRMXchange for hosting the webcast. There’s still an opportunity to view the webinar, Humans & AI: The Perfect CX Power Couple, on-demand here.

Showcasing the Perfect CX Power Couple: Humans & AI

By Mandy Reed, Marketing Manager (Global)

Move over Beyoncé and Jay-Z, George and Amal, Will and Jada. There’s a new power couple in town: Humans and Artificial Intelligence. While you’re not going to see them on the cover of a celebrity gossip magazine or walking the red carpet at a Hollywood premiere, the combination of artificial intelligence (AI) and humans is already making a mark on the world of customer experience (CX).

With the growing emphasis customers are placing on CX when making purchasing decisions and the growing challenge companies are facing when delivering service and support on more contact channels than ever before, this powerful new approach has arrived on the scene at just the right time. Humans and AI make the perfect power couple for meeting CX expectations – they both bring something to the table, learn from each other, support one another and build together.

On Thursday, 6 September Chris Ezekiel, Creative Virtual’s Founder & CEO, will feature the combination of AI and human input during the company’s sixth annual CRMXchange Technology Innovation Showcase webinar. He’ll give an inside look at bringing together humans and AI to provide quality self-service options, improve live chat and contact centre performance, and increase customer satisfaction scores. Through a series of live demonstrations, attendees will learn:

  • Best practices for implementing chatbots, virtual agents, and live chat to provide accurate and seamless omnichannel engagement
  • The benefits of centralising knowledge management and using a single orchestration platform to deliver consistent support across contact channels
  • Ways to leverage a hybrid of machine learning and human curation of content to reduce support costs while improving conversational engagement

Register now for Humans & AI: The Perfect CX Power Couple to see how organisations around the globe are already using the combination of humans and AI to provide successful customer service and how your organisation can leverage this new power couple to deliver a positive CX. Not able to make the live webcast? Don’t worry! A recording of the Tech Showcase will be sent to all registrants after the event.

Live Demonstrations of Artificial Intelligence in the Contact Centre

By Mandy Reed, Marketing Manager (Global)

No longer a thing of fantasy or science fiction, artificial intelligence (AI) is finding a place in our homes, schools and businesses, helping to automate tasks and make our lives easier. For organisations striving to improve their customer experience (CX), implementing AI has become vital. The contact centre must play a key role in digital transformation initiatives around AI, automation and customer self-service in order to avoid creating silos that will damage CX.

On Thursday, 14 June 2018, Chris Ezekiel, Founder & CEO of Creative Virtual, will join the expert panel of speakers for CRMXchange’s Tech Tank Roundtable Artificial Intelligence in the Contact Center. The live webcast, scheduled to begin at 7:00 pm UK time/ 2:00 pm ET/ 11:00 am PT, will feature insights on how to use machine learning and natural language solutions to make an immediate and positive impact in the contact centre.

Chris will give an inside look at how Creative Virtual’s intelligent solutions help contact centres build better relationships with customers through centralising knowledge management, integrating chatbots and live agents, and combining AI and human input. He’ll explore recent statistics, discuss industry predictions, and share live demonstrations of current implementations. Chris will also provide some practical tips for implementing natural language virtual agents and chatbots to enable seamless customer engagement and help your contact centre improve through lower costs, reduced staff turnover, and more engaged, skilled and happier agents.

Register for the Tech Tank now to learn more and see live demonstrations from Chris and other industry experts from CallMiner and NICE Nexidia. Not able to make the live webcast? Don’t worry! A recording of the Roundtable will be sent to all registrants after the event.

It’s Time to be Realistic about AI, Chatbots and Live Chat

By Chris Ezekiel, Founder & CEO

Recently I had the opportunity to present a webinar with Engage Customer titled ‘AI, Chatbots and Live Chat: Separating Truth from Myth’. I’m sure we can all agree how hot the market is for all things artificial intelligence (AI), chatbots and live chat at the moment. It really is exploding out there! We’re also seeing a lot of confusion, false claims and inflated expectations. My goal during this webinar was to separate the truth from the myth by showing some real-world customer examples and, through a series of live demonstrations, share best practices in deploying chatbots and human assistance for customer support.

I’m sure you’ve seen the stories of when AI goes wrong, such as Microsoft’s chatbot Tay which became sexist and racist because it learned from the way people were interacting with it. This is the simple reason why artificial intelligence on its own is not the answer for customer support. Companies like Microsoft and IBM have been responsible for setting false expectations in regards to how AI can be deployed for customer service, so you need to be very careful there. Companies need to be realistic about chatbots and virtual agents, but also make sure they select a system that fits with their roadmap for implementing this technology. And, just as important as the technology, is working with a team of people who are highly experienced in deploying these solutions.

Right now we’re in a digital and artificial intelligence revolution, and there’s no doubt that the contact centre in its current form is finished. Every organisation is in the midst of digital transformation initiatives and, of course, the contact centre needs to be a key part of that. All too often the contact centre is still siloed and we’re seeing them being left out of those discussions, though. In the future, there will be a paradigm shift and the contact centre will go from dealing with repetitive inquires to being the centre of excellence for knowledge and playing an important role in keeping self-service chatbots up-to-date.

When it comes to using artificial intelligence for customer service chatbots, a blended approach – not pure AI – is best. Creative Virtual’s V-Person™ technology uses a hybrid approach that allows organisations to tune how much machine learning and how much human curation of content they want to provide for the solution. Companies already know their top call drivers and machine learning isn’t needed to determine that. In fact, it gets in the way and gives a bad experience if it doesn’t take into account the learnings that the organisation already has. A hybrid approach of human curation of content and self-learning enables the system to continually improve while also allowing control over the reliability of chatbot responses.

I encourage you to watch the recording of the webinar on-demand to get a better understanding of this topic and to see the live demonstrations I shared of chatbots, virtual agents and live chat solutions that are currently being used around the world.

My thanks to Steve Hurst and Engage Customer for hosting this webinar.

AI, Chatbots & Live Chat: Separating Truth from Myth

By Mandy Reed, Marketing Manager (Global)

“Industry analysts are predicting a huge increase in the number of customer interactions that will involve technologies such as machine learning applications and chatbots over the next five years. Smart organisations are already setting themselves apart from their competitors by incorporating chatbots and virtual agents into their customer support strategies to meet the expectations of digital customers.”

-Chris Ezekiel, Founder & CEO, Creative Virtual

Everywhere you turn, there seems to be another article pushing artificial intelligence (AI) or another analyst forecasting an increase in machine learning to improve customer experience and engagement. But, if you feel like the hype doesn’t always match up to the reality, you aren’t alone.

On Tuesday, 5th December 2017 at noon (UK time), Engage Customer will host a live webinar titled AI, Chatbots & Live Chat: Separating Truth from Myth. This webinar will challenge the myths perpetuated by media hype and overpromising to walk attendees through a realistic explanation of machine learning, chatbots and live chat in the customer experience space. It will be presented by Creative Virtual Founder & CEO, Chris Ezekiel and Steve Hurst, Editorial Director at Engage Business Media.

In addition to giving insights on how to realistically incorporate AI, chatbots, virtual agents and live chat into your customer support strategy, Chris will share a series of live demonstrations showing how forward-thinking organisations are already using this technology to improve customer engagement and build brand loyalty. The webinar will also cover:

  • Why chatbots should use a combination of self-learning and human input to create consistent and reliable support experiences
  • How humans and machines can work in harmony to provide perfect customer service
  • Leveraging AI and chatbots to prepare your contact centre for the future

As customers increasingly seek out digital and self-service options, organisations are facing an evolving customer service landscape filled with changing engagement preferences. AI, chatbots and live chat can help organisations meet the expectations of digital customers, but they need to be implemented correctly. Join Engage Customer and Creative Virtual as we help you separate the truth from the myth.

This webinar is free, but advance registration is required. A recording of the webinar will be provided for registrants unable to attend the live event.

Innovation Showcase: Preparing Your Contact Centre for the Future with AI and Chatbots

By Mandy Reed, Marketing Manager (Global)

The contact centre is integral to the customer support and engagement strategies of many organisations, but its role has been changing recently as a growing number of customers seek out digital and self-service options. While chatbots and virtual agents have gotten a reputation as being threats to the contact centre, the reality is that they can have a positive effect on the contact centre and a company’s overall customer experience.

Learn more on Thursday, 7th September at 4:00 pm UK time/ 11:00 am ET as Creative Virtual takes part in CRMXchange’s Technology Innovation Showcase webcast series for a fifth consecutive year. This year’s live webinar, presented by Founder & CEO, Chris Ezekiel, will take a realistic look at artificial intelligence (AI), virtual agents and chatbots in the customer experience space. Chris will also share a series of live demos showcasing how forward-thinking organisations are already using this technology to improve the customer experience, increase sales, build brand loyalty and reduce support costs. Attendees will get an inside look at:

  • The impact chatbots and virtual agents can have on the contact centre, including lower costs, reduced staff turnover and more engaged, skilled and happier agents
  • Why chatbots should use a combination of self-learning and human input to create consistent and reliable support experiences
  • How humans and machines can work in harmony to provide perfect customer service
  • Leveraging AI and chatbots to prepare your contact centre for the future

Register now for ‘Chatbots, Virtual Agents and Your Contact Centre’ for an inside look at how to incorporate chatbots and virtual agents into your customer support strategy and help your contact centre meet the expectations of digital customers. A recording of the Technology Innovation Showcase will be provided for registrations unable to attend the live webinar.

Breakthrough CX Innovations that Create Customer Delight

By Mandy Reed, Marketing Manager (Global)

“Customers are increasingly starting their support journeys online and leveraging self-service options, but that doesn’t mean that the need for live agents will disappear. Instead organisations need to implement the right combination of virtual and real support and integrate those channels properly in order to provide personalised and seamless support for customers.”

– Chris Ezekiel, Founder & CEO, Creative Virtual

On Thursday, 6th April 2017 at 7:00 pm UK/ 2:00 pm ET CRMXchange will host a Tech Tank Roundtable webinar titled Customer Delight: Live Demonstrations of Breakthrough Innovations. The live webcast will feature a panel of industry experts, including Creative Virtual’s Chris Ezekiel, showcasing emerging customer experience solutions that are beginning to impact the contact centre.

The contact centre industry needs to be constantly evolving in order to meet changing customer demands. As customers increasingly come to expect seamless and personalised omnichannel engagement, contact centres must turn to a combination of virtual and real support. During the webinar, Chis will address this change and give an inside look at Creative Virtual’s deep integration of virtual agents and live chat. This combined solution is defining industry best practice through a single knowledgebase for both virtual and real agents and a unique feedback loop combined with customisable workflow functionality.

The bringing together of live chat and virtual agents is a departure from the common belief that, until recently, prevailed in the contact centre industry that organisations needed to choose between the solutions. Forward-thinking organisations are now coming to understand that these two tools are complementary solutions that can play a key part in delivering quality digital support experiences for their customers. Gone are the days of the live chat vs. virtual agent debate as this shift in mindset begins to permeate the customer service industry.

Register for the Tech Tank now to learn more and see live demonstrations from Chris and other industry experts from inContact and Aspect. Not able to make the live webcast? Don’t worry! A recording of the Roundtable will be sent to all registrants after the event.

Innovation Showcase to Explore Live Chat and Virtual Agent Best Practice

By Mandy Reed, Marketing Manager (Global)

Live chat and virtual agents are quickly gaining popularity with customers as their preferences shift towards online support options. According to Forrester Research, customers turn to self-service and digital channels for service because they “offer the least amount of interaction friction”. Forward-thinking organisations are not only acknowledging this customer service trend, but also taking advantage of the powerful combination of virtual and real support.

On Tuesday, 12th July, Creative Virtual Founder & CEO, Chris Ezekiel, will explore this emerging trend as part of CRMXchange’s Technology Innovation Showcase webcast series. His presentation, titled Combining the Virtual and the Real for Customer Engagement Success, features live demonstrations of current implementations and a look into the technology powering these solutions. He’ll also share recent research and developments in the industry.

In addition to seeing intelligent virtual agents in action, attendees will also hear tips for integrating self-service options with live chat. When implemented properly, customers can seamlessly escalate from virtual to live agent and live agents can seamlessly provide feedback to keep information up-to-date. The result is an improved experience for both customers and support agents.

Register now to reserve your spot for this Technology Innovation Showcase. A recording of the webinar will be available to view on-demand for those registrants unable to join the live event.