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Is the Contact Centre Part of Your Digital Transformation Programme?

By Chris Ezekiel, Founder & CEO

I say this every year, but the Technology Innovation Showcase webinar Creative Virtual does with CRMXchange is one of my favourite webinars to present. This was the fifth year running that we’ve participated in the webcast series, and it was our most popular one yet with a record-breaking number of registrations. I love this webinar because it gives me a chance to share more live demonstrations than slides, and I know the best way to understand how our technology works and what it can do for customers and organisations is to see it in action.

For this year’s Showcase, I focused on the theme of ‘Chatbots, Virtual Agents and Your Contact Centre’. There’s so much buzz and hype, as well as unrealistic expectations and disappointments, around artificial intelligence (AI) and chatbots that it can be difficult to know how best to deliver, implement and support these types of solutions. My goal during the webinar was to showcase best practices in deploying chatbots in conjunction with human assistance for customer support and sales. I selected my demonstrations specifically to show how the virtual and real can work in perfect harmony to meet business objectives.

A few key takeaways from my presentation:

  • 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. Chatbots and virtual agents should blend human curation of content with machine learning. This hybrid approach enables the system to continually improve while also allowing control over the reliability of responses.
  • Every organisation is in the midst of digital transformation programmes and the contact centre needs to be a key part of that, although that’s not always the case today. In the future, the contact centre will be the centre of excellence for the knowledge used across customer support channels and organisations need to put the necessary tools in place to facilitate that change. By including the contact centre as part of this transformation instead of allowing it to become a siloed and outdated entity, it benefits from lower costs, reduced staff turnover and more engaged, skilled and happier agents.
  • Customers are starting to specifically demand chatbots for digital self-service, with research showing that many would choose to interact with a chatbot before a human to get instant answers. To meet the demands of customers, organisations need more than just chatbots and virtual agents that are available 24/7 though. Over the past several years providing an effortless way to interact with your company has become more and more important. Instead of offering a wide range of support options for customers to choose from, you need to offer one place for customers to ask a question and for that system to be the intent matcher. Then, once you understand the intent, immediately provide the most appropriate method for assistance. You also need to provide a seamless experience that’s available on any device, can easily switch between languages and provides personalised responses.

I invite you to watch the recording of the webinar on-demand to understand more about these three points and to see the live demonstrations of chatbots, virtual agents and live chat solutions that are currently being used by some of our customers around the world.

My thanks to Sheri Greenhaus and CRMXchange for organising and hosting another successful Technology Innovation Showcase for us. I’m already looking forward to presenting again next year.

It’s Time to Embrace Digital Channels and Build Smart Help

By Patrick Gallagher, Managing Director ANZ & North Asia

In my over 30 years of involvement in contact centres, IVR and customer experience applications, I’ve experienced companies investing millions in their contact centres to provide support to customers calling to purchase, enquire, complain, apply or seek 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 have moved to digital channels, this approach is no longer enabling organisations to meet their customers’ expectations.

I drew on this experience in my recent Executive Interview with CRMXchange to discuss the growing popularity of online self-service and ensuring customers can resolve issues with minimal effort. It’s key for organisations to recognise that it’s more than just support today’s online customers want. They expect to purchase, enquire, complain, apply and get help effortlessly online. This means companies need to embrace the digital channels and build smart help online, not force customers to use a traditional search tool that returns pages and pages of results or give customers answers that say ‘To find out about this product, please call the contact centre’. There’s nothing smart about that, and it really creates a poor online experience for customers.

CRMXchange also asked me about using a combination of natural language processing (NLP) and artificial intelligence (AI) technology for improving the customer support experience. AI is certainly a hot topic around the world in the customer experience industry, and so I thought it important to share a word of caution about the ‘pure’ AI solutions on the market that are being promoted as virtual agents. While these technologies have a place in driving quantitative analysis of large volumes of data, they are not ready to be deployed for customer service and support. Organisations should look for virtual agents that employ self-learning capabilities, but in a way that still gives them control over the reliability of the responses.

Please check out my full interview for more on these topics as well as delivering personalised experiences to customers, making intelligent virtual agents available across all contact channels and using these solutions to complement the knowledge of live agents. You can also learn more about Creative Virtual’s technology and see our smart help tools in action by requesting a live demo.

My thanks to CRMXchange for the opportunity to participate in their Executive Interview series!

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.