5 Questions to Ask About Digital Customer Service Improvement Plans

By Scott Tompkins, Enterprise Account Executive, Creative Virtual USA

Of the many opportunities provided to the business world with so many digitally connected consumers, some of the most exciting are in the realm of customer service. Digital tools allow us to serve customers better than ever before – as long as you choose the right solution and engage the right experts to help deliver on its promise.

If you’re considering implementing a new digital customer service improvement plan, ask a provider the following questions to gain a clearer sense of how they can help you take better care of your customers:

  1. What’s the expected cost per resolution?

It’s important to understand the fully-loaded cost of helping a customer resolve a problem in each of your customer service channels. To quickly estimate cost per resolution, take the cost per contact for the channel and divide it by the expected success rate of resolving issues. You can expect a fairly large variance in costs across your channels, so be sure to take a broad look across digital and offline channels to determine which method is the most effective for your business and your customers.

  1. How long does it take to see ROI?

A transformative digital customer service improvement plan often requires significant upfront investment. While you are planning for this cost, it’s important to have proper expectations for when you’ll see a return. Providers who are confident enough in the effectiveness and fit of their solutions to offer outcome-based pricing are an encouraging sign – Outcome-based pricing allows you to lock in return on elements of your investment, which begin as soon as your solution goes live, improving your bottom line.

  1. Does the solution have a sales component?

While effective customer service is critical for keeping customers, every organization needs sales to grow. The best customer service programs understand that service and sales are hand-in-hand.  Improvement plans should incorporate service elements, new customer sales, cross-selling and upselling components.

  1. What ways can my customers find help using this solution?

This is a critical question for ensuring that you maximize the efficacy of your customer service solution. If your customers are highly active on social media or mobile platforms but the customer service improvement plan you are considering can’t be deployed there, it’s probably a good idea to look elsewhere.

Also request job descriptions of the internal resources required to deploy and manage the solution. Will there be significant IT projects required to make it work? Can the customer service solution you are considering be set up to work with your data warehousing or analytics solutions? These are all questions that could affect the time to deploy, cost and value of your solution.

  1. Does the customer service solution self-learn?

In today’s world where artificial intelligence can write poetry and drive your car, it’s important that your customer service solutions are evolving with your business over time. A great customer service solution learns from previous interactions to gain a better understanding of what your customers ask about, what solutions work best, and incorporates that learning to offer better service.

 

As the leader in virtual customer service, Creative Virtual specializes in the science of conversation.

 

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.

A Vision of Seamless, Fully-Integrated, End-to-End Customer Engagement

By Chris Ezekiel, Founder & CEO

Today is a truly momentous day, and a very proud one, for all of us at Creative Virtual. Our vision has always been to offer organisations the technology to enable seamless, fully-integrated, end-to-end customer engagement, and to back that technology with the experience of an expert, knowledgeable team. Once we established ourselves as independently recognised leaders in the virtual customer assistant (VCA) space, we underpinned all our channel support with our critically-acclaimed V-Portal™ (knowledge management, workflow management and business intelligence) platform. Today we realised our vision with the official launch of our newest product: V-Person Live Chat™.

Defining industry best practice

V-Person Live Chat completes our customer engagement jigsaw because it successfully blends virtual and real customer support in a way that no other vendor in the marketplace can provide today.  Our many years of experience with integrating our V-Person virtual agent technology with other live chat systems made us realise that there was a huge opportunity for organisations to benefit from a deeper blending of the two technologies. This inspired us to develop our own live chat product which is now defining industry best practice through the tight integration of a single knowledgebase for both virtual and real agents, a unique feedback loop and a customisable workflow provided by V-Portal.

At Creative Virtual we closely monitor developing trends and the evolution of engagement touchpoints in order to provide enterprises with cutting-edge Smart Help solutions. It is clear to us that the contact centre in its current form is finished. As there is a transition to more automation, combining virtual and real customer support with a central knowledge management and workflow platform will be key for organisations. We’ve addressed this contact centre shift with the deep integration of virtual agents and live chat, particularly with our unique feedback loop that allows live chat agents to help keep content accurate for both virtual and real agents just by doing their normal jobs.

A complete approach to learning

V-Person self-learningOur V-Person technology utilises a hybrid approach of human curation of content and self-learning to give organisations a predictable and reliable customer self-service option. We have developed this approach based on our extensive experience and our partnerships with some of the world’s largest organisations. We understand how enterprises want to use virtual agents and chatbots to deliver effective self-service today and how the customer support landscape is evolving for them in the future.

Human curation of content allows organisations to be absolutely sure that their VCA is responding to users in a predictable way. At any point in time, designated content editors have full access to the knowledgebase to make updates that can be deployed instantly to the virtual agent. Organisations never need to wait for the system to ‘re-learn’ the new information. This human element is combined with the virtual agent’s ability to become more intelligent and adapt through self-learning.

V-Person’s statistical algorithm processes user journeys to return a list of related questions that is a true reflection of how users asking for similar information engaged with the virtual agent. Organisations also benefit from our statistical approach to self-learning with tightly integrated business intelligence reporting. V-Portal brings together voice of the customer feedback and user surveys with conversational data in real-time, actionable analytics that are directly linked to the virtual assistant’s knowledgebase.

Now with V-Person Live Chat, we are able to complete our approach to learning with our unique feedback loops. V-Portal enables enterprises to implement feedback loops that allow live agents to provide real-time comments and suggestions on content so that they can improve the virtual agent just by doing their normal job.

This hybrid approach to learning enables V-Person implementations to adapt in a very predictable way. The combination of human and self-learning is important for continually improving the system while also enabling enterprises to maintain control over the reliability of the VCA responses.

Where we go from here

Seeing our vision of seamless, fully-integrated, end-to-end customer engagement come to fruition is an important milestone, but certainly not the end of the roadmap for us. We are looking forward to rolling out our new live chat product to our customer organisations and experiencing with them new levels of customer engagement success. By continuing our collaboration with them, we will look to make new updates to our workflow and do more development around the self-learning aspects of our technology. Our roadmap is all about combining best practices around knowledge curation and self-learning, and integrating V-Person with best-of-breed technologies to provide a world leading enterprise level end-to-end digital customer engagement platform.

Whether you are currently using live chat and/or a virtual agent to support customers or just starting to think about implementing these tools, the best way to see how V-Person Live Chat can benefit your organisation is by requesting a personalised demo.

You can also read more about how we are combining virtual and real support with a live chat solution that is defining industry best practice in our V-Person Live Chat Overview.

Attention Marketers: You Could Learn Something from Your Customer Support Colleagues

By Mandy Reed, Marketing Manager (Global)

“The data is clear: B2B buyers prefer do-it-yourself options for researching products and services prior to purchase. By a factor of three to one, B2B buyers want to self-educate rather than talk to sales representatives to learn about your offerings. The vast majority of B2B buyers will eventually connect with sales when necessary – they just want to be left alone while they do their research.” *

It’s certainly no secret that today’s customers are increasingly turning to low-friction, low-effort self-service options for information and support. But what about B2B buyers? In their recent report How Self-Service Research Changes B2B Marketing, Forrester Research points out that the self-service behaviours we’ve learned as digital consumers are translating over to the approach B2B buyers are taking to make their purchasing decisions. When surveyed, 59% of B2B buyers agreed that they prefer their primary source of information to be their own online research rather than interacting with a sales representative.

For marketers who have been religiously creating and sharing educational content for marketing and advertising campaigns, this may not entirely come as a surprise. Yet simply having published this content doesn’t necessarily mean B2B buyers can find the information they need to move them towards a purchasing decision. This is where Forrester suggests that marketers can learn something from their customer support colleagues. As they point out in this report, customer support professionals have been ‘enabling self-service for years and are committed to facilitating knowledge transfer by removing every source of friction from the customer journey.’ B2B marketers must do the same for their buyers.

Forrester highlights three categories of self-service customer support tools that can be directly applied to B2B self-service research: organic search, contextual help/FAQs and virtual assistants. When implemented properly, these self-service solutions can benefit B2B marketers by helping them to retain more prospects, create self-qualified leads and gain a meaningful advantage over their competitors.

As a virtual assistant and contextual help/FAQs vendor mentioned in this report, we at Creative Virtual see huge potential for smart self-service solutions in both B2B and B2C marketing. Virtual agents not only help buyers find the relevant content and information they seek, but also engage them in a natural language conversation and can guide them through their research step-by-step. Our V-Person™ virtual agent solution is designed to be complementary to the systems and processes already in place, sit on top of existing infrastructure and integrate with other software and tools such as databases, site search and live chat. This means B2B marketers can quickly deploy a self-service research solution without lengthy or expensive development projects.

Forrester’s How Self-Service Research Changes B2B Marketing is available to download from Creative Virtual for a limited time, so be sure to request your copy of the full report.

After reading the report, be sure to check out our educational resources and chat with Creative Virtual’s virtual assistant, Quark.

 

* How Self-Service Research Changes B2B Marketing, Forrester Research, Inc., 13 May 2016

The Charity Run Season: Our 10k for RSPCA

By Alessandro Giordo, Junior Developer & Support Technician

There are a few months a year in the UK when the sun gets slightly bolder, the city comes to life, and the running shoes come off the shelves. Charity runs, once a complete novelty, are now one of the highlights of the warmer season. There seems to be an unexplainable charity run craze sweeping throughout Europe and the world. Here at Creative Virtual we do not only feel it in the air, but are also inspired to take part and understand why we love them so much.

It is for this reason that we will be participating in RunTen, the London Duathlon’s 10k, on 18th September 2016 to raise money for RSPCA. The 10 kilometres separating us from the finish line will give us a chance to dive deeper into this sweeping phenomenon while having a great time and doing some good. In order to get ourselves ready for September, we’ve stepped up our training and are trying to learn a little more about charity runs.  

Britain has a very long history of charitable giving, with the oldest events dating as far back as the 12th century. Yet, mass funding events like we see today really started only a few decades ago. One of the very first charity walks was held in 1969 in Bismarck, North Dakota, USA. We have come a long way since then, and in 2012, 26,370 running events were held in the US alone.

Psychologists believe charity runs appeal to people so much because individuals drive meaning and value from having to work hard and suffer for their chosen goals. People seem to be willing to donate more when they believe a fundraising event will require exertion.

Yet, could that be really it or is there more to it?

In order to find out more, I interviewed a few other members of the Creative Virtual 10k team. These individuals have been training regularly to prepare for the event and have participated in similar events before. They represent the perfect sample for our project; they are dedicated, motivated, and most importantly, fun.

Question 1: Why do you think charity runs are so popular? What is it that makes running and fundraising so effective?

Andre Matthews (Knowledgebase Engineer) says, “I think people intrinsically find charities impersonal. Even good-willed people who care about the issues of our day want to make sure their money ends up helping someone. These events allow donors to meet people, feel more involved, and build that trust that is so important. The fact that the RSPCA publicly takes part in such events denotes a sense of drive and passion.”

On the other hand, Laura Ludmany (Junior Knowledgebase Engineer) believes that “charity runs have the power to unite large groups of people under a single cause. The fact that people aren’t just giving money, but are actually ‘doing something’ for the organisation, makes them feel more compelled to dedicate their time to the organisation.”

Personally, I love animals and am looking forward to fundraising for RSPCA. I’ve participated in other charity runs before and feel they unite us together for great causes. We enjoy running together as one, knowing that we are going to help animals in need and feeling good about ourselves and what we can do with our lives as adults.

Question 2: Would you think charity runs might appeal to both runners and non-runners alike?

Andre and Laura replied in a similar way stating, “If you are a seasoned runner, there is always the lure of beating a personal record while fighting for a good cause. On the contrary, people who care enough about the cause will train to be able to do it, and even people who feel less strongly about the cause might want to be a part of it in order to reach a personal goal.”

Kristina Kruminyte (Administrative Assistant) added, “If one enjoys running, why not do it for charity? An individual could both do some good and do what he or she loves best. It seems to be a win-win situation. On the other hand, charity runs might represent a motivation to run for people who care about the cause but do not enjoy the physical exercise. These events help people both care for others, and pursue their own personal goals.”

I’ve run three times in my life excluding while playing basketball and being chased by a monkey. I started running to prepare for this year’s marathon and I can’t stop doing it now! For me, this charity run is a great way to indulge my passion for running while supporting a great charity in a fun way.

10k for RSPCAUltimately, it seems like the idea that people derive meaning in striving for something plays a significant role in the popularity of charity runs. Here at Creative Virtual we’ve been training both on our own, as well as with a group run every Wednesday, and are eagerly looking forward to the event. As a company full of animal lovers, we’re excited to be running in support of RSPCA and raising much needed funds for the amazing work they do with animals.

We have a team of 10 runners – Andre, Laura, Kristina and I will be joined by Chris, Rachel, Jeff, Maria, David, and Tracey. Our goal is to raise £1,000 for this very worthy charity. Please sponsor us by visiting our team JustGiving page or, if you’re in the UK, text CVCV50 and an amount of £1, £2, £3, £4, £5 or £10 to 70070.

Thank you for your support! Watch this space for more updates as we get closer to race day.

Is Your Organization Mature Enough to Implement Chatbots for Customer Service?

By the Creative Virtual Team

The recent development of AI platforms has brought with it lots of uncertainty. Many companies believe that artificial intelligence tools could help their business, but are unsure if their organization is sophisticated enough to implement such a solution.

While there are some prerequisites for implementing an AI-based virtual assistant in your organization, the barrier to entry is much lower than many believe. As technological developments make AI more advanced, they also make solutions like V-Person™ more accessible to businesses in every industry.

Artificial intelligence for self-service support: past vs. present

When artificial intelligence virtual assistants were in their earliest stages, they required a significant investment of time and capital. Companies might have had to hire one or more specialists trained specifically in how to manage an AI platform. A simple artificial intelligence chat solution might require an exhaustive long-term plan with a hefty budget to match.

Things have changed. Today, a company can set up and begin using an AI virtual assistant with an average, up-to-date machine. Creative Virtual’s V-Person solution can be easily installed on any normal computer running Windows or Linux and requires just 30 MB of disk space. There is no need to purchase high-end servers or invest in a massive infrastructure upgrade just to implement an AI solution.

Further, V-Person doesn’t require any ramp-up time once it is installed. As soon as the preliminary setups are complete, it can handle as many as one million conversations per year and will continue to learn and improve upon its customer support answers. And while we recommend providing ample time for setup and testing, Creative Virtual has designed and deployed V-Person chat solutions for complex, enterprise-level organizations in less than 30 days.

Don’t wait for the “perfect” time to implement virtual agent software

While AI customer service technology is still developing, all signs point to it being the next big frontier in technology. A June 2016 report published by market research company TechSci predicts that the U.S. artificial intelligence market will grow at an astounding 75% CAGR until the year 2021.

If you think your organization could benefit from an AI virtual assistant but don’t feel completely ready to implement one, you should work with an experienced, capable provider who can help you get started painlessly. Check out our resource page to learn more about how Creative Virtual has helped all types of companies start enjoying the benefits of V-Person for customer service and brand consistency.

As the leader in virtual customer service, Creative Virtual specializes in the science of conversation. Sign up for a free demonstration here.

Do Bots and AI Anger Customers? A Balanced View

By the Creative Virtual Team

There’s a widely held belief in the customer service field that bots and artificial intelligence are loathed by customers. Horror stories of unresponsive automated phone menus and clumsy voice recognition float around the web, leading some companies to believe that only human support agents will work for their customers.

How true is this idea? To find out, we need to consider the most fundamental elements of any customer support event.

The premise of automated chat agents annoying customers

Some believe mistakenly that artificial intelligence doesn’t yet have the ability to really understand what a person needs to solve their problem. News stories in this vein are published all the time; in some cases, bots have even made up erroneous facts in their responses to customers.

Speaking to a live customer support agent can be helpful – as long as you are working with a top-quality representative. Unfortunately, there have been some cases of neglect, mistreatment, or downright rudeness from customer support agents.

Both human agents and artificial intelligence virtual assistants can provide excellent service, which is why deciding on one or the other isn’t the most important question to answer for your company’s customer and sales support needs.

Why the chatbots vs. live agents debate misses the point

Whatever your beliefs about AI-based customer service, it’s important to remember that there’s only one goal in every customer support interaction: solving a specific problem or answering a specific question. Every other component of customer service is a tool to accomplish this goal.

When a customer initiates a chat or dials in to a support line, they need something. It doesn’t matter whether they chat with an automated support bot, call a live agent, ask one of their friends, or look up an answer in a company FAQ. The faster the customer gets an answer to their question, the greater their overall satisfaction.

The bottom line: time matters most for customer support

No matter what kind of product or service you offer, your main goal for customer support improvement is reducing the amount of time it takes to solve your customers’ problems. Whether you accomplish this goal through hiring a full team of support agents or relying on a sophisticated AI chatbot program is less important than how effective you are at answering the concerns of your customers.

Automated virtual assistants can help you address these concerns quickly, cut down on staffing costs, and give you a better understanding of your customer support. They can also help you ensure that your customer service is consistent with your brand messaging. Thanks to sophisticated AI, advanced conversational abilities, and the option to seamlessly handoff a support customer to a live agent, today’s AI virtual assistants provide answers quickly and predictably without angering customers – as long as you choose the right technology.

As the leader in virtual customer service, Creative Virtual specializes in the science of conversation. Sign up for a free demonstration here.

Debunking the Myth that Digital Customer Solutions Seem Labor Intensive and Costly to Maintain

By the Creative Virtual Team

Any company considering a new system that will bring about broad changes to their operation has to think about cost. A valuable business platform has a labor and capital cost involved to install and maintain the system: V-Person™ is no different. However, our solution has a few important characteristics that help you keep maintenance costs lower than you might think.

Data Tracking and Analytics

The key to getting better at a high-volume activity like customer communication is tracking and analyzing data. Our V-Portal™ platform features a powerful reporting functionality that can track metrics like:

  • Call deflection
  • First contact resolution
  • Conversion rates
  • Customer satisfaction levels

You can also use V-Portal’s reporting system to determine which questions or concerns are most common. This saves time and money for your support and sales departments because you can update your knowledge databases in accordance with issues that your customers and prospects are actually concerned about.

Additionally, since our virtual assistant is able to analyze your current customer requirements based on customer service chat or phone transcripts, much of the work required to set up a chatbot solution can be done without any labor. We can usually configure your virtual assistant to answer about 80% of your customers’ questions just by reviewing your old customer service transcripts.

Semantic FAQs

One of V-Person’s most powerful features is its ability to make intuitive presumptions and get to an answer on its own, without any direct oversight or input from a team member. These presumptions are based on loose connections made between relevant topics.

For example: if a power company was using V-Person and a customer went to their site and asked the virtual assistant about thunderstorms in their area, the VA would connect thunderstorms with service outages and suggest solutions for a service disruption.

Even though V-Person might not have any information about thunderstorms specifically, the semantic FAQs feature allows it to make an intuitive connection between storms and outages to help the customer. With semantic FAQs, you’ll cut down on customer service calls and minimize the amount of human input necessary to resolve customer issues.

Costs Compared to Support Agents

Though there is a cost to implementing and maintaining the V-Person solution, consider the cost of hiring agents to handle customer concerns. Research shows that the cost-per-contact of a virtual assistant is about 25% of the cost of a live agent chat, and about 10% of the cost of an agent phone call.

In some cases, a virtual assistant solution can even help a company deal with a large-scale staff shortage. Verizon has used virtual assistant technology to improve its customer service and eliminate millions of calls each month, despite a huge reduction in its workforce.

Consider the Lifetime Cost vs. Benefits

There will always be installation and ongoing maintenance costs when using any new business system, especially in an enterprise setting. To determine whether the labor and financial investment is worth it, you must consider not just the cost of the solution, but the cost and labor required to achieve the same results without the solution.

Your company doesn’t need to have access to highly advanced technology or already have artificial intelligence solutions in place. An AI virtual assistant is a solution that can grow with your business – as your organization grows and changes, your virtual assistant will continue to improve its ability to provide excellent customer service and contribute to your business goals.

As the leader in virtual customer service, Creative Virtual specializes in the science of conversation. Sign up for a free demonstration here.

The Contact Centre in its Current Form is Finished

By Chris Ezekiel, Founder & CEO

Recently I presented Creative Virtual’s fourth annual Technology Innovation Showcase with CRMXchange. As I mention every year, this is one of my favourite webinars to do because it’s mostly live demonstrations with very few slides. Seeing the technology in action is the best way to understand how your organisation can implement these solutions to improve your customer experience.

This year’s webinar, Combining the Virtual and the Real for Customer Engagement Success, focused mostly on bringing together virtual agents and live chat. I started my presentation with some recent statistics from Forrester showing the growing usage of virtual agents and live chat. They summed up this research by saying:

Customers increasingly leverage self-service and digital channels for customer service because these channels offer the least amount of interaction friction.

The bottom line is that your customers want effortless interactions with your company. There is a generational change taking place, with a new generation of customers who spend more time having text conversations with their friends and loved ones than they do actually talking to them. The last thing in the world they want to do is pick up the phone and speak to your company. Effortless also means brevity. They want to get the answers they need as quickly as possible, so the second to last thing they want to do is get into a lengthy email conversation with your company.

The call centre and contact centre as we know them today are finished. Seamless, personalised smart assistants will increasingly automate everything the current contact centre offers. Smart assistants will learn from how they are being used and adapt as the organisation learns. They won’t be maintained separately, but instead will have feedback loops that help them learn just by the organisation learning in a really seamless way.

We’re already seeing much change in this area but, of course, this won’t happen overnight. There will be a transition to more automation, and combining virtual and real support with a central knowledge management and workflow platform will give you the best way to manage that transition. Gartner is also seeing this trend, and they predict that by 2018, 30% of interactions will be via a smart machine such as virtual agent technology.

The combination of natural language virtual agents with live chat or web chat is an ideal way to give customers the effortless interactions they want. With the right integrations in place, your company can provide a seamless and personalised experience. Using a central knowledgebase and feedback loop that are linked with workflow functionality will allow you to keep information up-to-date and consistent across all self-service and human-assisted support channels.

I invite you to watch the recording of this webinar on-demand to see my demonstrations of intelligent virtual agents, the seamless integration of virtual agents with live chat and the industry-defining feedback loop that empowers live agents to consistently improve the virtual agent just by doing their normal jobs.

If you’d like to learn more, we’d love to schedule a personalised live demo to show you how this technology can help your organisation manage the transition to more automation and provide effortless interactions.

My thanks to Sheri Greenhaus and CRMXchange for organising and hosting another great Technology Innovation Showcase.

How does V-Person™ compare to the latest AI media hype?

By the Creative Virtual Team

If there’s one thing media outlets love reporting on today, it’s artificial intelligence. Activities ranging from defeating chess masters to driving cars without human input are hailed as the next frontier of technology, or the downfall of humanity, depending on who you ask.

All the media bluster about the innovative things that AI can do ignores one key element for enterprise clients: customer communication. Our virtual assistant customer service solution learns how to talk to customers and solve their problems while also taking into account the context of each interaction.

The lost art of AI conversation

Artificial intelligence from companies like Google and IBM has made headlines for doing things like painting, researching diseases and analyzing the work of famous artists and athletes. These are all noble pursuits that add value to our world in their own ways, but they aren’t contributing to business goals.

To do that, you must consider the experience of your customers. Many enterprises looking to implement virtual assistant solutions for customer service fail to understand the most important element of successful customer support.

The content transfer misconception

Imagine training a new customer support agent recently hired at your company. Would you just hand them a thick company knowledge database with thousands of articles and tell them to learn how to transfer this information to customers?

Of course not. You would train the agent on the different channels your customers use, how to interact with customers at different stages, and how to deal with some of the most common problems. You would also teach them how to stay consistent with your company’s voice, to ensure that customer experiences are both helpful and memorable. The actual support data is just one part of the broader picture of customer service.

The same idea holds true for an AI-based virtual agent. Our virtual assistant doesn’t just take content from your company’s existing knowledgebase and transfer it to customers. It also considers how your customers interact: what mood they are in, which platforms they use to seek help, what type of issues they’ve had in the past, how agents have handled those issues, and so on.

Don’t let AI hype influence your customer experience

Sophisticated artificial intelligence is important, but for effective customer service, it must do more than just receive an input and output a certain answer. The answer to a customer’s inquiry is the foundation upon which V-Person creates a conversational experience that is also influenced by the nature of the inquiry, the customer’s status, and the voice of your brand.

As the leader in virtual customer service, Creative Virtual specializes in the science of conversation. Sign up for a free demonstration here.