Entries by Mandy Reed

Does V-Person™ Customer Service Technology Self-Learn?

By the Creative Virtual Team Artificial intelligence is a popular technology, used today for everything from diagnosing breast cancer to completing levels of Super Mario World. A big catalyst in the advancement of this technology is the concept of self-learning, which allows AI to autonomously improve decision-making to achieve desired outcomes. Self-learning is a valuable […]

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 […]

Facebook Messenger, Chatbots and the Opportunity for Customer Engagement

By Alessandro Giordo, Junior Development & Support Technician When Facebook announced chatbots I went crazy and tried so many different platforms for building one. Being a Developer, I opted for ‘geekier’ versions of it using NodeJS and Python, but I have to say the possibilities are endless. Working with one of the world leaders in virtual assistants […]

Upcoming Webinar: Innovations and Trends to Enhance the Customer Experience

By Mandy Reed, Marketing Manager (Global) Personalised, consistent and accurate engagement anytime, anywhere – customers expect it but many companies struggle to deliver it. With customer experience being a significant driver in customer loyalty and buying decisions, organisations need to find a way to meet these expectations at a cost that makes business sense. In […]

Why Self-Service Has Become an Imperative Despite the Obstacles That Block It

By Karen McFarlane, Marketing, Americas On April 6th, Creative Virtual USA joined over 150 customer care executives at the Argyle Customer Care Leadership Forum in New York City to discuss how the challenges of the current economic landscape are forcing organizations to examine and reduce costs and why the need for a customer-first approach is […]

IAC London 2016 Day 2 – Innovation and Inspiration in the Intelligent Assistants Field

By Rob Foster, Junior Knowledgebase Engineer & Andre Matthews, Knowledgebase Engineer Day 2 of the Intelligent Assistants Conference burned just as brightly as the first. If you haven’t yet read our colleague’s blog on the first day of the event, you can find it here. Darrius Jones, AVP of Enterprise Innovation at USAA, started proceedings […]

IAC London 2016 Day 1 – Pioneering the 4th Industrial Revolution

By Gianandrea Gaetani, Junior Knowledgebase Engineer With all the talk revolving around the convergence of Artificial Intelligence, the present and future implementations of Intelligent Agents, Robotics, identity and biometrics, quantum, nano bio tech, and 3d printing, the Intelligent Assistants Conference held in London on the 26th and 27th of April left participants debating where we […]

IAC London 2016: Helping humans harness the power of intelligent assistants

By Mandy Reed, Marketing Manager (Global) For the first time Opus Research is bringing their Intelligent Assistants Conference to Europe. IAC London 2016 is being held 26-27 April at Grosvenor House in London and will be co-located with Intelligent Authentication Conference 2016. The Opus Research team has put together an impressive agenda of expert panel […]

Knowledge Management + Virtual Assistants = Award-Winning Contact Centre Solutions

By Mandy Reed, Marketing Manager (Global) In 2015 Motability Operations, a long time Creative Virtual customer, was recognised with the Innovation Award for Sustainable Culture as part of the Customer Contact Innovation Awards presented by The Forum. The judges selected Motability Operations because “their approach to knowledge management builds trust and supports effective conversations, getting […]