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Setting Realistic Expectations for AI-Enhanced CX Technologies

By Maria Ward, Account Manager/Knowledgebase Engineer

On 31 October I joined my colleague Liam Ryan at the 2019 CXtech Conference & Technology Showcase, which was co-located with the AI & Robotics Conference, in London.  Even though it was the fourth year Creative Virtual sponsored the joint events, it was my first opportunity to represent the company, so I wasn’t sure what to expect.

Liam and I chatted about what the day held in store while attendees started to arrive. The day was packed with presentations from experts in the artificial intelligence (AI) industry, aimed at advising participants who were looking to find out more about this ever-growing technology. Liam was due to present at 10 am on the “Evolution of Customer Experience”. I could tell how much he was looking forward to it!

I was manning the Creative Virtual stand for most of the time so didn’t get to see many of the presentations, but I did join the audience for Liam’s presentation.

He reminisced for a short time about the olden days when phones were smart if you could send a text and computers couldn’t be popped in a bag to take to work, before talking about the high expectations of customers of today. He outlined Creative Virtual’s top tips for implementing chatbot, virtual agent and live chat technology. He went on to talk about how Creative Virtual are combining the technological advances in deep learning and artificial intelligence with the human touch to create customer experience solutions that deliver on the promises made.

After Liam’s presentation came a Q&A session and I was happily sitting as an anonymous participant, when Liam kindly put me on the spot to answer a question about how the deep learning works. That moment seems like a bit of a blur now, and I hope my reply was coherent! I explained how the deep learning, (based on a rather complicated algorithm!), works alongside customer intent, which is ultimately being overseen by a human to ensure a controlled evolution.

This was quite apt as it’s apparent that many companies are being given unrealistic expectations about what AI can achieve for them. In fact, we are finding that many companies either have struggled or are currently struggling with unsuccessful, and often very expensive, chatbot projects – some which have gone live, only to disappoint and others that never got off the ground. (Did you know that Creative Virtual is offering a free workshop to help companies who find themselves in this position?)

I spent the remainder my time at the conference talking to people who had been impressed with Liam’s presentation, and who’d come to find out more about what we do at Creative Virtual. It was interesting to see the varied reasons people were exploring the world of AI and what questions they had. These discussions made it obvious that companies are approaching chatbot and virtual agent technology as a must-have for their customer experience and employee engagement strategies. However, often they are being cautious because there are so many options in the marketplace that can’t deliver positive results.

The day made me feel quite privileged to work in such a fast-moving and exciting arena. Thanks to everyone who stopped by our stand to learn more and to the event organisers for putting together an insight day for both the sponsors and attendees.

If you missed the event or Liam’s keynote session, be sure to download our Top Tips for Implementing a Chatbot or Virtual Agent.

CXtech

CXtech: Showcasing the Technology Transforming Customer Experience

By Mandy Reed, Global Head of Marketing

Technology is changing many aspects of our lives, and customer experience is no exception. The CXtech Conference and Showcase, returning to London for a second year, will explore the technologies changing today’s customer experience (CX) landscape, from design to delivery to analysis. Creative Virtual is pleased to again be a sponsor of the event, co-located with the AI & Robotics Conference, on 31st October.

Together the two conferences will offer six streams of sessions and three keynote presentations. One of the keynote speakers is Liam Ryan, Sales Director at Creative Virtual. His session, From FAQ Systems to Conversational Chatbots: The Evolution of Customer Experience, will delve into the ways in which changing technologies have created a shift in customer expectations and how companies approach customer engagement. In particular, Liam will discuss how chatbot and virtual agent technology is now being used in a much more sophisticated way to create conversations with customers and deliver personalised service experiences. His session will include live demonstrations and actionable tips for selecting and implementing conversational self-service.

The Creative Virtual team will also be on hand throughout the day to provide demonstrations of our award-winning chatbot, virtual agent and live chat solutions as part of the Technology Showcase. Be sure to stop by for a behind the scenes look at how our solutions bring together artificial intelligence (AI) and humans and offer organisations control over how their chatbots and virtual agents self-learn. Conference attendees can also arrange an individual workshop with our team to build a business case for this technology within their own organisation or to consult on an existing chatbot project that is performing poorly.

For more information and to register, visit the CXtech Conference website.

If you’re unable to attend but want to learn more, you can request a personalised demo and sign up for a consultation workshop with the Creative Virtual team.

Integrating the Right Customer Experience Technologies

By Liam Ryan, Sales Director

It’s impossible to talk about customer experience without also talking about technology. Companies and brands are looking to provide a complete omnichannel experience for those at a desk and on the move, deliver quality service and support to digitally-savvy customers and remain competitive as a growing number of contact channels gain popularity among consumers. All of those goals involve not only implementing, but also integrating the right customer experience (CX) technologies.

Earlier this month I attended CXtech, a new technology conference and showcase focused on what’s new, what’s working and what’s coming next in CX technologies. One major theme that came up repeatedly during presentations and my discussions with other attendees was that the truth about artificial intelligence (AI) is now been revealed after all the hype, myths and unrealistic claims. The CX industry is coming together in agreement that a hybrid approach is best – using a combination of AI and humans to deliver the best experience for customers. This is the approach we’ve always taken at Creative Virtual, and one that we’ve seen industry analysts and experts talking about more and more recently.

CXtech Chris EzekielChris Ezekiel, Founder & CEO, joined me at the event and presented as part of the ‘Digital Automation, Chatbots and Virtual Assistants’ stream. His session, Digital CX & the contact centre: AI, chatbots, live chat & knowledge management, was well-received by attendees. He talked about the essential components of AI-driven digital transformation in the contact centre and then showed them how organisations are already using our CX technologies through a series of live demonstrations, including one of our customer chatbots working on Amazon Alexa. It’s one thing to listen to someone talking about the possibilities of the technology; it’s another to actually see and experience the solutions working and delivering on those promises.

We had a mix of people from different areas of organisations – the contact centre, digital CX, marketing, etc. – stop by the Creative Virtual stand throughout the day, some expressing that Chris’ presentation showcased ‘exactly what we are looking for’. There was lots of interest in discussing how to support customers on social media and messenger apps like Facebook Messenger. I also spoke with attendees from organisations that aren’t part of the industries we typically see at these types of events, such as public and emergency services. This reflects the change we’re seeing in the CX market as a wider range of industries are feeling the pressures of cultural and digital changes.

Our thanks to the CXtech organisers for putting together a successful event. It was a day of great presentations and insightful discussions, and I especially enjoyed the salmon at lunch!

If you’re interested in learning more about AI-driven transformation in the contact centre, download our latest whitepaper A Chatbot for Your Contact Centre.

And if you’d like to see our chatbot, virtual agent and live chat solutions in action, be sure to request a live demo to arrange a personalised demonstration.