A Look Back: 2022 in Review
By Mandy Reed, Global Head of Marketing
As the end of 2022 draws near, it is time once again for Creative Virtual’s annual year in review blog post. Every year we take this opportunity to reflect on the hard work of our team, our contributions to the conversational AI industry, and a few of our company’s biggest highlights from the past 12 months.
Two of the things we are proudest of at Creative Virtual are our experienced, dedicated team and the unique expertise we provide to our customers and partners. Whether it’s through our product development or our collaborations with individual clients, it’s important to us that we consistently deliver the best solutions possible. Having an analyst group recognise us for this is always an exciting bonus – and that’s what happened again this year.
AIxOutlook conducted an independent assessment of the major conversational AI vendors in the market and found Creative Virtual to be the Innovation Excellence Leader!
“Creative Virtual is the clear Innovation Excellence Leader in a crowded and competitive conversational AI industry. Businesses collaborating with them benefit from their expert consultation, resulting in customised, integrated, and personalised solutions that deliver real business value.”
This Innovation Excellence Leadership award recognises us as the foremost conversational AI innovator driving the industry forward. You can read more about AIxOutlook’s full evaluation by downloading the report for free here. This honour means even more as we prepare for the upcoming launch of the next innovative release of our V-Person™ technology.
The analysts at Celent conducted their own evaluation of intelligent virtual assistant platforms as well, focusing in on the technology within the retail banking space. Creative Virtual was one of ten vendors included, and we are proud of our ‘Luminary’ ranking in the final report. This means we excelled in all three of the dimensions evaluated: Advanced Technology, Breadth of Functionality, and Customer Base and Support. Celent clients can access the full report here.
We were also awarded ‘Best Conversational AI Solutions’ in the SME News 2022 IT Awards. These awards recognise companies driving for innovation and focusing on client-centricity while also remaining true experts in their industry. Being recognised as the best in conversational AI made our Founder & CEO, Chris Ezekiel, contemplate what makes a virtual agent or chatbot a true conversational AI solution and share his insights in a blog post.
In October I was recognised for my contribution to the conversational AI industry by being included in the Women Leaders of Conversational AI, Class of 2023! I’m honoured to have been selected to be a part of this inaugural class and am looking forward to attending the ceremony at the Project Voice Women’s Summit in April. The This Week in Voice podcast host, Bradley Metrock, dedicated an episode to introducing each of the women selected – you can listen anywhere you get your podcasts or check it out on YouTube here.
Age UK, a Creative Virtual customer since 2017, collaborated with us on a new case study exploring the four main goals they are achieving with our V-Person technology: improve discoverability of a large amount of online content; give people more ways to easily interact with and find information; resolve easy-to-answer queries online to reduce Advice Line calls; and be proactive in testing new innovations to better meet the charity’s objectives. Check out the full Age UK success story here.
In May we announced a new partnership with Service Management Group (SMG) to deliver an industry-first dynamic assistance capability. Dynamic assistance integrates V-Person conversational AI with SMG’s digital experience solution to deliver real-time support to users as they encounter issues during their online purchasing journey. Learn more about the partnership and dynamic assistance here.
We joined our partner Enghouse Interactive in Christchurch, NZ in November for the ALGIM (Association of Local Government Information Management) 2022 Conference. Creative Virtual’s Patrick Gallagher co-presented a well-attended session on creating award-winning chatbots in local government.
Also in November, Mugdha Desai, our Head of India Operations, took part in the Agile Mumbai 2022 Conference. The event theme was ‘Artificial Intelligence for Business Agility’, and Mugdha was a featured panellist for the session titled, ‘Benefits of AI for End User’.
Founder & CEO, Chris shared his conversational AI insights through a variety of articles, podcasts, and interviews this year, including:
- Solving Common Conversational AI Project Issues – AI Time Journal article
- Conversational AI and the Employee Experience – Collaboration Network Journal article
- This Week in Voice, Season 7, Episode 3 – This Week in Voice podcast
- Chris Ezekiel: As Someone Born and Raised in London, I Still Love Living and Working in This City – Best Startup London interview
- How Creative Virtual’s Gluon Software is Next Level for Chatbot Tech – Wharf Life interview
- Enhance User Experience with Conversational AI – AIxOutlook Interview
The Creative Virtual team continued our tradition of sharing our expertise through our annual Blog Post Celebration for Customer Service Week and CX Day in October. This year’s posts covered multi-lingual digital customer service, the members on a conversational AI team, the battle between humans and technology, and setting customer service projects up for success. You can find the whole 2022 collection here.
We aim to publish interesting and educational posts on our blog throughout the year. This year I’m proud to have two of my blog posts selected as finalists in the 2022 Customer Experience Update MVP Awards: Composable CX: Becoming Agile and Flexible in the CX Strategy category and Can Conversational AI Make Your CX More Human and Empathetic? in the CX Technology category. Voting for the MVPs – most valuable posts! – has ended, and the winners will be announced later this month.
One of the industries in which the Creative Virtual team has extensive experience is the Insurance sector. We collaborated with Insurance Thought Leadership (ITL) to produce a whitepaper exploring how conversational AI is enabling insurance companies to greatly improve their customer experience while also slashing costs. You can get your own copy of ‘The Virtual Insurance Agent’ whitepaper here.
We also put together a short, animated video to explain V-Person for Insurance, our conversational AI solution designed specifically for the insurance industry:
Another area in which we have extensive experience is improving existing chatbot and virtual agent implementations. We published an eBook – Conversational AI Issues & Solutions: Transforming Ineffective Chatbot & Virtual Agent Projects – that explores six of the most common reasons business leaders have given for being unhappy with their conversational AI projects and ways to overcome those challenges.
2022 has been a busy and productive year for us at Creative Virtual and, as the year comes to an end, we are excitedly looking forward to 2023. We hope you’ll stay connected by subscribing to our Blog on this page and signing up here for our Monthly Newsletter.