The Future of the Contact Centre

By Mandy Reed, Marketing Manager (Global)

Much has been written over the last several years about Millennials and their customer service preferences. One article I read recently discussed the irony of the millennial generation’s hatred of making phone calls, despite them constantly using their phones. Another credited their digitally native approach to customer service for bringing about better customer experiences for all of us. The fact of the matter is, Millennials and the generation following them, sometimes referred to as iGen, are used to having instant access to information and prefer to find answers on their own rather than interacting with a live person. So what does that mean for the future of customer service and the contact centre?

In an interview with CRMXchange, Patrick Gallagher, Managing Director ANZ & North Asia at Creative Virtual, drew from his many years of experience in contact centres, IVR and customer experience applications to describe the change he is seeing:

“Over the past three decades, companies have invested millions in their contact centres, offering support to their customers that call to purchase, enquire, complain, apply or just need assistance. Traditionally this has been the ‘tried-and-tested’ option as companies continued to invest in their contact centre in order to build their customer support capability. But as customers move into digital channels (and the majority have already moved there), what are companies doing to ensure they are continuing to support their customers in the new digital channels and offer true online support to their customers? They now face a pressing need to be prioritising investments in online customer service tools, communicating and supporting their customers where they now live, in the online channels.”

Technology is altering the way customers engage with brands and increasing their demands for instant 24/7 customer service. They want effortless interactions with organisations and are increasingly leveraging self-service and digital channels for this reason. The traditional model for call centres and contact centres is no longer providing the experience customers have begun to demand, and customers won’t hesitate to take their business elsewhere when their expectations aren’t met. 2017 is going to be an important year for customer service as organisations look to meet – and exceed – the expectations of digitally-savvy, empowered customers, and changes in the contact centre and the job descriptions of customer service agents are going to be a key part of these transitions.

The new guide titled The Future of the Contact Centre: The Transitioning Role of Agents to Knowledge Experts explores what organisations can do to create and keep happy, loyal customers. It breaks down:

  • What changes contact centres are facing in 2017 and beyond
  • How virtual agents and chatbots fit perfectly with customer expectations
  • Why live agents taking on the role of knowledge experts benefits organisations, customers and the agents

While these contact centre changes won’t happen overnight, it’s important for organisations to shift their attitudes towards customer engagement and begin the transition now. The future of customer service lies in a combination of virtual and real support, and there are enormous opportunities for organisations in this new approach – not only in customer experience improvements but also on the cost savings and sales fronts. Download the new contact centre guide to learn more and help you start the discussion about the future of your contact centre.

CX in 2017: A Tale of Empowered Customers, AI and Self-Service

customer experience

By Mandy Reed, Marketing Manager (Global)

For many the end of 2016 couldn’t come soon enough, with the dawn of the New Year bringing a fresh start and a clean slate. Yet, according to Forrester, companies are starting 2017 under attack. While traditionally we would think of this pressure as coming from competitors, today’s organisations are under attack from their customers. Forrester Analyst and Vice President Dane Anderson explains:

“Three years ago, Forrester identified a major shift in the market, ushering in the age of the customer. Power has shifted away from companies and towards digitally savvy, technology-empowered customers who now decide winners and losers.”

For example, Forrester identifies consumers in Asia Pacific as changing along five key dimensions:

  • Increasingly willing to experiment
  • Reliant on technology
  • Inclined to integrate digital and physical experiences
  • Able to handle large volumes of information
  • Determined to create the best experiences for themselves

Forrester has found these key points to explain evolving customer trends and increased customer empowerment. With highly empowered customers willing to take their business elsewhere for a new, exciting experience, organisations need to be customer-obsessed and constantly innovating in order to remain competitive.

This phenomenon isn’t confined to consumers in Asia Pacific. Digitally savvy, technology-empowered customers around the world are placing these expectations on organisations in all industries. Microsoft’s 2016 State of Global Customer Service Report found that an average of 90% of consumers surveyed in Brazil, Germany, Japan, the UK and the USA expect brands to have an online customer self-service portal. 97% of global consumers answered that customer service was either somewhat or very important in their choice of or loyalty to a brand, and 60% reported having stopped doing business with a brand due to a poor customer service experience.

2016 customer service

The analysts at Gartner have also been following these technology-driven changes in customer preferences. In their report Predicts 2017: CRM Customer Service and Support, they observe that AI is finding rapid uptake as a tool to provide better customer service and predict that by 2020 the use of virtual customer assistants (VCAs), also called virtual agents or chatbots, will increase by 1,000%. They also discuss how changing customer preferences will lead to an increased automation of customer service needs and a growing market for chatbots able to provide customer engagement over messaging apps such as Facebook Messenger, WhatsApp and WeChat. Gartner foresees VCAs and chatbots becoming a necessity for business-to-consumer organisations in order to deal with the demand for 24/7 support and the increased volume of customer interactions.

The panel of industry experts interviewed for Call Centre Helper’s annual Contact Centre Technology Predictions shared similar thoughts on the increase of self-service and the changing role of contact centres in 2017. One contributor predicted the replacement of FAQs with conversational systems that allow for dynamic two-way conversations. Another expert felt 2017 may be the year in which chatbots or virtual agents become widely used in call centres to alleviate workloads and help live agents focus more on important calls. Others echoed these insights through predictions that the investment in customer self-service will gather pace in 2017 and organisations will focus on engaging customers through conversational commerce.

It’s clear that organisations need to take action in 2017 in order to avoid being declared a loser by empowered customers, and digital self-service options will be key to successful customer engagement. This certainly isn’t a surprise to those in the industry. In fact, both Personal Assistants/Intelligent Agents and Artificial Intelligence were in the top four marketing-related searches of 2016 in the UK according to Microsoft’s Bing Ads.

But knowing you need to offer digital self-service and successfully implementing these tools as part of your overall customer engagement plan are two very different things. The best way to begin this journey is to educate yourself about digital engagement solutions, the advancements in and limitations of AI and customer expectations of self-service tools such as chatbots. The whitepaper Virtual Agents and Chatbots and Avatars – confusing or what! is a great resource to get you started on your path to creating a tale of customer experience success in 2017.

Your customers may not be giving you a fresh start when it comes to their opinion of your customer experience just because the new year is here, but there’s no time like the present to take a hard look at your CX strategy and identify where you can make improvements. Make 2017 the year digitally savvy, technology-empowered customers declare your company a winner!

Providing Both CX Expertise and Technological Innovation

By Chris Ezekiel, Founder & CEO

The customer experience landscape is constantly changing, and perhaps never more so than it is as we enter 2017. In my extensive travels I’ve had the opportunity to be a part of customer experience discussions with professionals from many industries in regions around the world, and they universally are faced with the issue of how to meet increasing customer demands. New advances and innovations in technology will certainly be a key factor in helping organisations rise to these challenges, but is that enough?

There’s no doubt in my mind that the answer to that question is a resounding ‘No’. That might seem strange coming from the Founder & CEO of a technology company, but I feel strongly that the way to navigate the ever evolving customer experience landscape is through a combination of people and technology. I’m extremely proud of Creative Virtual’s experienced, expert team and the guidance we are able to provide to our customers and other organisations looking to learn more about digital customer engagement. We collaborate closely with large enterprises around the world to help them revolutionise their customer experiences while also reducing support costs and increasing revenue.

That’s why it is an honour for us at Creative Virtual to be named ‘Best Self-Service CX Management Solutions Consultancy – UK’ by Corporate Vision Magazine’s 2016 Consultancy Awards. This award is a testament to the thought leadership our team provides not only to our customer organisations, but also within the wider customer experience space. We closely monitor trends and the evolution of potential new customer engagement touchpoints in order to provide organisations with the information and cutting-edge technology to grow their customer experience strategy in line with customer expectations.

My thanks to the Consultancy Awards for this recognition! You can read our official announcement here.

I also encourage you to check out some of our latest customer experience resources, including the whitepaper Virtual Agents and Chatbots and Avatars – confusing or what! and our new guide The Future of the Contact Centre.

Merry Christmas and Happy New Year!

With the end of 2016 nearly here, we wanted to say thank you to all our blog readers, customers and partners for making this Creative Virtual’s best year yet!

It’s been an exciting year for us and the customer service space with a renewed interest in chatbots and virtual agents. From the addition of two new products to our suite of Smart Help solutions to being recognised by The Wharf Innovation in Business Awards to attending a record number of industry events around the world, 2016 has been a year to remember.

On behalf of the entire Creative Virtual team around the globe, we wish each and every one of you a very Merry Christmas and a Happy New Year!

A Look Back: 2016 in Review

By Mandy Reed, Marketing Manager (Global)

It’s that time once again to take a look back at the year and marvel at just how much we, our customers and our partners have managed to fit into 11 and a half months. This has been an exciting year not only for us at Creative Virtual, but also for the self-service industry with a renewed interest and media buzz around chatbots. So let’s take a look at some of the highlights of 2016.

This year we launched two new products to the market: V-Person Service Desk™ in March and V-Person Live Chat™ in August. We have seen a flurry of interest in using V-Person for employee support (check out our video to learn more) and have service desk and other internal deployments live in several countries around the world. Launching our new Live Chat product was particularly exciting for us because it was the day we realised our vision to offer organisations the technology to enable seamless, fully-integrated, end-to-end customer engagement. A truly momentous occasion for our company!

We are also proud of the awards Creative Virtual has won this year. The Wharf Innovation in Business Awards, a new awards programme celebrating the hard work and ingenuity of companies in Canary Wharf, recognised us as the winner of their Medium-to-Large Business category. Besides being a great accomplishment for the company, this victory also made our Founder & CEO Chris feel like a hometown hero. We were all excited to read his interview with The Wharf newspaper. Creative Virtual was also recognised for a second year by the Technology Innovator Awards, receiving ‘Most Innovative Customer Engagement Platform’ and ‘Best for Virtual Agent Technology’. We finished out the year with two more awards as part of the 2016 Softech Business Awards: ‘Best Self-Service CX Technology Company 2016’ and ‘Most Innovative Enterprise CX Management Solution: V-Person’.

2016 was our busiest year yet when it came to taking part in industry events around the world – Germany, the United Kingdom, Australia, New Zealand, the United States, Denmark, Hong Kong and the Netherlands – covering a variety of topics including customer experience, chatbots, digital customer engagement, the call centre and AI. A number of these events were either hosted by or attended with our partner companies, and many featured Creative Virtual team members presenting or participating in roundtable discussions. We also took part in several live webinars, including our fourth Technology Innovation Showcase with CRMXchange which you can still view on-demand.

The world of customer engagement is constantly evolving, and this was particularly true during 2016 due to announcements like Facebook Messenger’s introduction of chatbots which brought new attention to AI and digital customer support solutions. We drew from the extensive experience of the Creative Virtual team to produce a number of new educational resources, including a checklist for Choosing a Virtual Agent Solution for Instant Messaging Platforms and SMS and a whitepaper, Virtual Agents and Chatbots and Avatars – confusing or what!, for anyone confused about using chatbots for customer support. Our Founder & CEO Chris penned an article for CRMXchange titled The Contact Centre in Its Current Form is Finished and Patrick, our Managing Director ANZ & North Asia, shared his expertise in the field through an Executive Interview.

It’s been an exciting year as we’ve seen our customer base grow and new companies join our extensive global partner network. In February our India-based team hosted Creative Virtual team members from all over the word in Mumbai for our annual global meetings. Once again Founder & CEO Chris took the award for most travelling as he spent time in each of our offices to take part in industry events and meet with partners, customers and the growing Creative Virtual team.

We hope you’ll take a few minutes to check out our 2016 in Review photo album on the Creative Virtual Facebook page to see what we’ve been up to this year – all the official events and presentations as well as the fun group activities and fundraising efforts. There are still more photos to come, including our End of Year and Christmas celebrations, so be sure to like our page so you don’t miss them.

Technology That Saves Time, the Most Important Resource of All

By Chris Ezekiel, Founder & CEO

As we quickly approach the end of 2016, I’m excited to share the news that Creative Virtual has been recognised with two 2016 Softech Business Awards: ‘Best Self-Service CX Technology Company 2016’ and ‘Most Innovative Enterprise CX Management Solution: V-Person™’! Softech Intl Magazine’s 2016 Business Awards is a new awards programme designed to commend industry leaders who are dedicated to changing their field and fundamentally saving time, the most important resource of all.

For nearly 13 years the team at Creative Virtual has worked to develop, implement and constantly improve our self-service technology. It’s an honour to be called the best and to be recognised for our dedication to innovation. As a company, we have seen our industry rapidly evolve over those years and are proud of the role we have played in advancing virtual agent technology.

One of the changes we’ve seen is the growing emphasis placed on saving time, both by customers and organisations. In a Forrester Research survey, 73% of customers said:

“Valuing my time is the most important thing a company can do to provide good customer service.”

Our natural language virtual agent technology V-Person enables enterprises to meet that demand by giving customers a way to ask questions and find information anytime, anywhere. Offering high quality self-service options is key to providing a positive customer experience. Customers are increasingly opting to use virtual agents, also known as chatbots and virtual customer assistants, because they make getting answers quick and easy.

V-Person technology is also designed to be used in the contact centre in order to improve contact centre performance and customer satisfaction. By instantly providing agents with the information they need, average call handling times are reduced by up to 40% and you see increased first contact resolution. This saves time for both customers and agents. V-Person Contact Centre™ can also be used as a training tool and has been proven to drastically reduce training times for live agents, saving everyone even more time.

Earlier this year we officially launched V-Person Service Desk™, a virtual agent solution designed to reduce service desk support costs and improve employee productivity with personalised self-service. V-Person can be used for all types of employee support, saving company time and resources. I think our new video sums this up perfectly:

My thanks to Softech Intl Magazine for these two recognitions and to the Creative Virtual team, our customers and our global partner network for helping us to be the best this year. You can read our official award announcement here.

What to Consider When Deploying Chatbots

By Mike Murphy, VP of Customer Success, Creative Virtual USA

Launching a new digital customer service and sales solution can be equal parts exciting and intimidating, especially if your company is new to alternative digital care and sales solutions. But deploying chatbots to lower customer effort and improve the speed at which they can get the help they need isn’t as difficult as you might think.

Here are a few things to keep in mind to ensure an easy, successful chatbot launch:

  1. Build from Customer Conversations, not FAQs

Your chatbot is designed to have conversations with your customers – not to dispense one-sided lectures. FAQs and knowledgebase articles are written to broadcast a detailed message to a large audience. Good articles address the full scope of an issue. Chatbot conversations should look more like your text messages than a Wikipedia article. Active dialogue between customer and chatbot results in a customer-specific journey, which lowers effort for the customer and improves the accuracy of solutions. While it’s fine to supplement chatbot responses with content from product pages and support databases, the majority of your chatbot’s responses should be based on real conversations your representatives have with actual customers. Start with live chat transcripts, transcribed voice calls, and email correspondence.

  1. Perfect is the Enemy of Good

Answer content typically comes from one of three sources:  Voice of the Business (knowledgebase articles, corporate policy), Voice of the Agent (chat transcripts, call recordings), or Voice of the Customer (customer feedback, exit surveys). There is a tendency to load up your new chatbot with lots of VOB before launch. This is a mistake. Get your top issues from VOA analysis, supplement with the minimum amount of VOB you can get away with, and release the tool to interact with customers. Let the “learning” part of “Machine Learning” be driven by VOC data that starts flowing in with the first conversation. The more conversations your virtual assistant has, the easier it will be to make quick changes that improve accuracy, reduce handle time for the customer, and improve customer satisfaction.

  1. Be agile

Your call center supervisors coach new agents daily as they first start taking calls to ensure quality and efficiency meets your standards. Follow the same approach with your chatbot. Once you launch, pay attention to what questions or inquiries it receives the most, and which conversations are receiving poor feedback. Have a subject-matter expert on your business work with an expert in digital customer service to coordinate on delivering quick updates and improvements – adding or tweaking answers for common questions and approving the machine-suggested recommendations.

When can you expect ROI after deploying chatbots?

Payback periods are heavily dependent on the pricing model you have chosen for the program. Traditional software costs, maintenance, and professional services fees may take months or years to recoup depending on the scope of the deployment and rate of customer adoption. However, Pay-For-Performance models tied to desired business outcomes (resolved contacts, converted sale, qualified lead, etc.) mean no up-front costs and returns begin with the very first chatbot conversation.

Be Aggressive

Once your solution is live and actively helping your company shift conversations to intelligent self-service, there is little risk with quickly opening access to the tool across more areas of your site and mobile apps. More conversations flowing through the chatbot allow for more data and Voice of the Customer intelligence to improve the solution. Plan to make your chatbot Easy to Access, Intelligent, and Conversational and watch as your customers adopt your new cost-effective channel as their preferred means of contact due to its ease and effectiveness.

 

Customer Demands Driving Push for Self-Service in APAC

By Philip Chuck, Territory General Manager, Greater China

Customer experience is a hot topic for organisations around the world, and that’s certainly no different for those in the APAC region. Customers are demanding anytime, anywhere support, and companies are looking for effective ways to meet those demands. This was reflected in our busy industry event schedule here in Hong Kong during November.

At the beginning of the month, Creative Virtual sponsored the Asia Pacific Contact Centre Association Leaders (APCCAL) Expo for a second year alongside our partner Continuous Technologies. Hosted by the Hong Kong Call Centre Association (HKCCA) at Hong Kong Disneyland Resort, this year’s event theme of ‘Omnichannel Customer Experience’ really resonated with the APAC contact centre professionals in attendance. Chris Ezekiel, Creative Virtual’s Founder & CEO, was a featured speaker and shared insights from his many years of experience in the industry during his presentation titled ‘Omnichannel Customer Engagement with Virtual and Real Customer Assistants’.

Later in the month, we teamed up with Fuji Xerox Hong Kong (FXHK), another of our partners, to take part in their SPARK Innovation Expo. This event showcased a range of smart innovations, technologies and next generation solutions designed to transform business. At the Creative Virtual booth, we shared our omnichannel Smart Help solutions and demonstrated how they automate companies’ support process to deliver fast and accurate responses to customers.

That same day Björn Gülsdorff, Creative Virtual’s Head of Business Development, joined our team in Hong Kong for a Roundtable organised by Asia Pacific Customer Service Consortium (APCSC). The event theme of ‘International Customer Experience Innovation and Engagement with Leadership Effectiveness’ inspired some great discussions, as did Björn’s presentation on best practices for virtual agents and real agents working together.

An important point that was apparent at all of these events is that the market for self-service in APAC is being driven not by cost savings, but rather by demands from end customers. Customers want:

  • Anytime, anywhere self-service on any device
  • Seamless, effortless engagement
  • Native language support
  • Personalised experiences

We are seeing a surge of interest in our omnichannel Smart Help solutions in APAC because our suite of tools enables organisations to effectively meet these demands. From virtual agents on websites to chatbots on messaging apps to tight integration with live chat, we have proven solutions that give customers a convenient, personalised and seamless experience. In the short time since coming to the region, we’ve demonstrated our multi-lingual capability by officially introducing three additional local languages. The feedback mechanism of our virtual agents gives organisations unique insights into the Voice of the Customer (VOC) to help them further improve customer engagement. And, in addition to enabling companies to meet the engagement expectations of their customers, our solutions also help reduce customer support costs and increase sales.

As we prepare for 2017, the marketplace looks exciting for us in Hong Kong and the rest of APAC. We’re looking forward to continuing our partnerships with Continuous Technologies and FXHK, and to bringing our expertise and experience in customer engagement to even more collaborations with customer organisations.

You can learn more about using virtual agents and chatbots for customer self-service in the new whitepaper Virtual Agents and Chatbots and Avatars – confusing or what!

Be sure to schedule your own personalised demo to see how our omnichannel solutions can help you meet your growing customer demands.

APCSC Roundtable

 

A Chatbot Customer Service Deployment and Results for Large Hotel Chain

By Scott Tompkins, Enterprise Account Executive, Creative Virtual USA

Not sure if chatbots are right for you? Those on the fence often find it helpful to see the real world results that other organizations have achieved from using an AI virtual assistant. One Creative Virtual client took a bold approach to chatbot deployment, allowing them to see immediate gains in their digital deflection rate while lowering their expenditures.

The situation before chatbots

The client, a large international hotel company, was looking for a way to make customer service more efficient and free up support staff to handle more complicated matters. Because of the organization’s complexity and many different subsidiaries operating worldwide, they needed an intelligent solution that was capable of handling many different types of problems. They turned to our V-Person™ platform for help achieving these goals.

The chatbot solution

Creative Virtual’s chatbot solution was deployed across all 12 of the company’s subsidiary pages. Our virtual agent (VA) replaced their “Customer Care” page that included phone numbers, live chat information and FAQs. The knowledgebase has grown from 250 solutions to just over a 1000 in 18 months. Digital containment hovers around 80% meaning the end user didn’t ask for a phone/live chat and they also didn’t select “I need to speak with someone”. Creative Virtual’s VA is currently available in their web and mobile channels with multi-language capabilities.

How their AI virtual assistant launched

Instead of waiting and slowly releasing their chatbot to the public in small increments, this company took a bold approach – they deployed the AI virtual assistant on every page of every hotel brand and took a broad approach, asking the customer what they needed before suggesting any information. They took away links to other forms of support through phone and email.

In a worst-case scenario, the bot could provide the phone number for a support line if it could not answer a customer’s question. Initially, the bot was set up to answer between 50 and 75 specific inquiries – not a huge amount when you consider the size and scope of the company. Other companies in their position might have deployed chatbots much more slowly, using them for one specific purpose or waiting a long time to launch across the enterprise.

What were the results?

Immediately after launch, the company experienced a digital containment rate of 40%. Shortly after, it climbed to 60%, later maxing out at an impressive 80% containment. The company also reported that they could reduce their customer service spending by 30% soon after deploying the chatbot solution. By analyzing chatbot interactions, the company could identify key areas of improvement and iterate to continuously improve the virtual assistant’s value.

Conclusion

Chatbots can have an immediate impact on your customer service performance and spending – if you allow them to. Instead of waiting to deploy your chatbots in a more restricted way, model the approach of this client and allow your bot to handle as many customer interactions as possible. This will improve your digital containment rate and give you more data to make your chatbot even more successful.

5 Common Misconceptions About Chatbots

By Alexandra Clements, Sales Support Specialist, Creative Virtual USA

Any relatively new technology usually comes with many questions. Chatbots are no exception – uncertainty and disinformation about AI virtual agents are abundant, but that doesn’t mean these solutions aren’t valuable.

Here are five misconceptions about chatbots and the real story behind each one:

  1. Your chatbot solution needs to be extremely comprehensive before launch

Many first-time chatbot users make the mistake of limiting the way they deploy their virtual agents. These users believe that an imperfect solution is unacceptable – their virtual assistant must be able to address almost any question or concern before it goes live.

This approach will delay your ROI and stifle your virtual agent’s ability to reduce your customer service load. Prepare your chatbot for the most common, easily deflectable issues and then allow it to “self-correct” by racking up conversations and improving answers based on that data.

  1. Your chatbot should be loaded with knowledgebase data and product info

It’s certainly important for your AI virtual assistant to speak intelligently on your company and its offering. Your chatbot needs to have a baseline level of knowledge in order to successfully answer customer questions.

But improving its ability to hold conversations is exponentially more important than loading it up with knowledgebase articles. Configure your chatbot solution based on real conversations with customers – agent chat transcripts, phone logs, etc.

  1. An AI virtual assistant can function with 100% independence

Despite what you might see in the media, no chatbot or AI solution should be allowed free reign to interpret and understand human interaction on its own. Earlier this year, Microsoft attempted to launch a completely independent Twitter bot named Tay. The results were horrific, and the bot was quickly taken offline.

Tay is just one example of a broader point – your AI chatbot needs to have input from a real person to ensure that it stays on track and doesn’t have an embarrassing malfunction. Human input will also help ensure the AI virtual agent is learning about the most relevant customer service issues, based on previous conversations.

  1. Chatbots are just another knowledgebase for customers

It’s true that chatbots can be an excellent source of answers on a variety of important subjects relating to your business and its services. But you also have to consider the benefit of an AI virtual assistant as it relates to accessibility. Not only is a chatbot an easy way for customers to learn, it allows them to get answers around the clock, on whichever channel is best for their needs. A customer could send a text message inquiry on Christmas morning, and they would still get an immediate response from a chatbot.

  1. AI customer service solutions only affect customer service costs

Many companies considering chatbots believe they will only see benefits in the customer service department – less strain on staff, fewer calls and email inquiries, etc. However, a good chat bot solution will also be setup to proactively upsell and cross-sell, which can boost sales and recurring revenue. A properly calibrated chatbot will also improve customer satisfaction, since people will be able to get instant answers from your company whenever they want.

Don’t let misconceptions surrounding chatbots prevent you from enjoying a healthy ROI and an improved level of customer satisfaction in the experience. Creative Virtual’s V-Person™ solution was created to immediately improve customer service performance metrics and make customers feel better about interacting with you. With over 50 Million conversations and 80+% digital containment, Creative Virtual’s V-Person solution is Easy to Access across all channels. It is uniquely Conversational, Intelligent, and always improving the customer journey.