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The Platform at the Heart of a Seamless and Efficient Customer Experience

By Chris Ezekiel, Founder & CEO

There’s such a buzz around artificial intelligence (AI) and chatbots today, and it’s certainly a space that has changed a lot since I founded Creative Virtual 15 years ago. The learnings we have gained over the years are an important differentiator for our company and positively influence how we develop and implement our technology. During a recent webinar with Engage Customer, I shared some of those learnings and took attendees through current industry trends and best practices as well as sharing some new innovations. My goal was to show how organisations can orchestrate a seamless and efficient customer experience (CX) across contact channels with chatbots, virtual agents and AI to improve the experience whilst also saving costs.

The virtual agent, chatbot and live chat market is very crowded today with new vendors popping up all the time, and it’s confusing with all the buzz and mixed messages about AI. One of my key tips for any organisation looking at these solutions is that, whether you’re talking about the technology itself or the way chatbots and live chat are implemented and maintained, it’s the people element that’s absolutely crucial. It’s just as much about working with a vendor that can provide consulting expertise as the actual technology. The two need to come together hand-in-hand for a successful project, and that’s something we are very proud to offer at Creative Virtual.

I’m sure it’s not surprising to anyone reading this that over the past several years, customers consistently identify the same factors as being most important when it comes to customer experience and service: efficient, reliable, effortless, flexible. The good news for organisations is that machines, combined with humans, can help them deliver on all these expectations. Another of my key tips is to implement an orchestration platform that can bring together all of your content sources, manage the intents and keep the conversations flowing across all customer touchpoints completely seamlessly in a personalised way and at large scale. The V-Portal™ platform that powers our chatbots, virtual agents and live chat does this while also allowing you to learn from all those conversations going on in real time in such a way that a human, the content owner, works alongside the machine learning component to provide the best possible CX. It’s the machine learning and human curation parts coming together in a hybrid model that makes all of this possible. The orchestration platform is at the heart of creating a seamless and efficient experience.

The best way to understand this is to see real examples, so be sure to watch the webinar recording to see the live demonstrations I shared. You’ll also want to check out the eight recommendations I gave for organisations who are looking to implement chatbots, virtual agents and live chat or want to improve any of those tools they already have in place.

My thanks to Steve Hurst and Engage Customer for hosting this webinar and to all the attendees for their great questions and feedback. You can watch the full recording of Orchestrating a Seamless and Efficient Customer Experience on-demand here.

Orchestrating a Seamless and Efficient Customer Experience

By Mandy Reed, Marketing Manager (Global)

We live in an always-on world with instant access to information and news and trending hashtags always at our fingertips. There have been numerous studies done about the effects of digital devices and the growing need to always feel connected. As I’m writing this, I have no electricity or internet access thanks to the power of mother nature which, I’m slightly embarrassed to admit, is giving me a good bit of anxiety about the percentage of battery left on my smartphone – my one connection to knowing what’s going on in the world without actually having to leave my house!

It’s certainly no secret that this new normal of constant digital connection and instant access to information in our personal lives has also changed our expectations for our engagement with businesses and brands. Organisations are facing the challenge of delivering a quality support experience over a growing number of contact channels. Messaging apps, like Facebook Messenger and WeChat, and smart speakers, like Amazon Alexa and Google Home, have been added to existing touchpoints, like the phone, website and social media, instead of replacing them. On top of that, many organisations are struggling with lots of disconnected information sources making it difficult to keep content updated and deliver the right information to customers on all channels. So how can organisations bring this all together to create a consistent, convenient and efficient customer experience?

Chris Ezekiel, Founder & CEO of Creative Virtual, will join Engage Customer on Tuesday, 27 November for a webinar to address this question, Orchestrating a Seamless and Efficient Customer Experience. Through a series of live demonstrations and practical tips, attendees will learn:

  • The benefits of centralising knowledge management control and using a single orchestration platform to deliver consistent support across contact channels
  • Best practices for implementing chatbots, virtual agents and live chat to provide accurate and seamless omnichannel engagement
  • Ways to leverage a hybrid of artificial intelligence and human input to reduce support costs whilst improving conversational engagement

Register now for the webinar Orchestrating a Seamless and Efficient Customer Experience. Can’t attend the live event? Don’t worry, a recording will be sent to all registrants after the webinar.

You can also request a personalised demo to see how our technology can help you deliver seamless, consistent support and increase customer satisfaction scores.

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.

Are We Chatting or are We Serving? – The balance of chat and getting the solution quickly

By Rachel Freeman, Operations Director

In our digitised world, with expectations for immediate access to a variety of informational touch points, is it right to assume that we are losing our ability to have a one-to-one discussion that doesn’t involve a social forum? Are we so “busy” that we’d rather just get an answer than exchange any pleasantries?

I’m not convinced, but I bring it up to make us think about how we interact with our phones, desktops, social media apps and any home assistant device – an important consideration as we celebrate CX Day. On many occasions we use social media to advertise in some way –  it can be a product, photo, achievement or opinion. These channels call out for banter and hoped-for positive communication. Our home devices (Amazon’s Alexa or Google Home) often exist to provide “fluffy” help (turning on lights/heat/oven) but also can act as a personal advisor offering bedtime stories, the weather, a joke or football stats.

Currently I think it is safe to say that our desktops, tablets and phones are often the devices used the most to seek out a deeper level of information and help – whether it be to research a subject, reach out to individuals for a longer email or finally to get help on an account, including learning about the levels of service or complaining about a problem.

People use Twitter and Forums often to advise others of a poor customer service or a really good one, but email or help areas with FAQs and chat services are where most of us go to find out how we can be served more in-depth with our specific issue. Consequently, when things get more specific, a “pre-chat” of some sort usually occurs.

In the pre-internet days, people either picked up the stationary telephone or had to go into a shop or bank during office hours to clarify any concerns or support issues. There was a level of formality to the process, but now the protocol is more about ensuring voices are not raised on a live chat handover or indeed that profanity and insults are avoided at the risk of being cut-off from the session. All of these scenarios involve a chat of some kind in order to ease off the customer’s anger and for the agent to familiarise him/herself with the issue.

Personalisation (virtual or in-person) is an expectation and if a user logs on to a smart system, the system can be programmed to already know that Joe has a birthday on Sept 22nd and that his mobile phone package includes unlimited WIFI. Smalltalk can be easily factored into a smart agent or a chatbot, but the main objective is to get an answer and/or a resolution to the problem so that the customer has received (and the company has succeeded in providing) a smooth, positive and effective service transaction. A synthesis of a bit of familiarity with a positive result is the aim of great customer service – and this is when chat and help are done without the customer really caring if it is via a human or a machine.

With fewer face-to-face encounters, do we want a chat or do we just want an answer with no smalltalk included? Does it matter if the system you are logged into doesn’t appreciate the nuance of the fact that you are celebrating your 35th birthday on the day your broadband is due to be upgraded thus resulting in a massive downtime of service?

At Creative Virtual our systems are designed to offer personalised, effective and smart tools to create the chat/service balance, yet also “know” what the right triggers are for handing over to a real person when it’s time. An integrated handover allows the human agent to see the customer issue, based on the transcript, and then can add that extra element – the human touch – which may be a perfect ending to finding the solution. The chat and the serving of the solution with both a smart agent and a human all completed in one session – genius and still with time to exchange a “Happy Birthday” to the customer.

Learn more by watching our recent webinar, Humans & AI: The Perfect CX Power Couple, on-demand or request your own live demo to see our smart tools in action. Happy Customer Experience (CX) Day!

Live Demonstrations of Artificial Intelligence in the Contact Centre

By Mandy Reed, Marketing Manager (Global)

No longer a thing of fantasy or science fiction, artificial intelligence (AI) is finding a place in our homes, schools and businesses, helping to automate tasks and make our lives easier. For organisations striving to improve their customer experience (CX), implementing AI has become vital. The contact centre must play a key role in digital transformation initiatives around AI, automation and customer self-service in order to avoid creating silos that will damage CX.

On Thursday, 14 June 2018, Chris Ezekiel, Founder & CEO of Creative Virtual, will join the expert panel of speakers for CRMXchange’s Tech Tank Roundtable Artificial Intelligence in the Contact Center. The live webcast, scheduled to begin at 7:00 pm UK time/ 2:00 pm ET/ 11:00 am PT, will feature insights on how to use machine learning and natural language solutions to make an immediate and positive impact in the contact centre.

Chris will give an inside look at how Creative Virtual’s intelligent solutions help contact centres build better relationships with customers through centralising knowledge management, integrating chatbots and live agents, and combining AI and human input. He’ll explore recent statistics, discuss industry predictions, and share live demonstrations of current implementations. Chris will also provide some practical tips for implementing natural language virtual agents and chatbots to enable seamless customer engagement and help your contact centre improve through lower costs, reduced staff turnover, and more engaged, skilled and happier agents.

Register for the Tech Tank now to learn more and see live demonstrations from Chris and other industry experts from CallMiner and NICE Nexidia. Not able to make the live webcast? Don’t worry! A recording of the Roundtable will be sent to all registrants after the event.

A Look Back: 2017 in Review

By Mandy Reed, Marketing Manager (Global)

The end of 2017 is quickly approaching and so, as has become our tradition, it’s time to take a look back at Creative Virtual’s year. To say this has been an exciting and busy year for us, our customers and our partners would be an understatement! 2017 will go down as one of the most important years in Creative Virtual’s history, so let’s take a look at some of the year’s highlights.

Queens Awards for EnterpriseBy far our biggest company announcement came in April when we were officially recognised as the winner of The Queen’s Awards for Enterprise: Innovation 2017! The Queen’s Awards for Enterprise is the UK’s most prestigious business award for British companies, and we were recognised for innovation for our V-Person™ and V-Portal™ technology. Over the summer, our Founder & CEO, Chris Ezekiel, and CTO, Peter Behrend, attended a Royal Reception at Buckingham Palace for the winners and got to meet Her Majesty the Queen and several other members of the royal family. In September, the company hosted our official award ceremony and celebration, bringing together Creative Virtual team members from around the world, customers, partners and a variety of other guests in London. Mr Leslie Morgan OBE DL, Deputy Lieutenant of Greater London, presented our award on behalf of the Queen, and Jim Fitzpatrick, our local Member of Parliament (MP) for Poplar and Limehouse, also said a few words.

Creative Virtual was recognised by a variety of other awards programmes this year as well, being named ‘Best Customer Service Solutions Provider 2017’, ‘Most Innovative Customer Support Tool: V-Person Live Chat’, and ‘Best Virtual Assistant Solutions Provider 2017’ among others. We were also a proud part of the APPEX Omnichannel Catalyst which took home the Outstanding Performance in the Catalyst Program award at TM Forum Live! 2017.

Two individual members of our UK team were recognised by independent awards programmes this year for their contributions to Creative Virtual. Rachel F Freeman, Operations Director, was a finalist in the Women in IT Excellence Awards in the category of ‘Hero of the Year (SME)’ for demonstrating excellence in her support of others and going beyond the call of duty to achieve a business goal. And I was honoured to be named ‘Best CX Solutions Business Marketer – UK’ in the 2017 Business Woman of the Year Awards for my success in driving brand recognition, thought leadership and lead generation activities. It was certainly a big year for award wins for us as a company and individually!

While we enjoyed celebrating – and walking the red carpet! – this year, we were also busy sponsoring and hosting industry events and delivering thought leadership presentations in 11 different countries – India, the United States, Hong Kong, the United Kingdom, Malaysia, France, Luxembourg, Singapore, Germany, Australia and Hungary. Our fifth annual Technology Innovation Showcase webinar (Chatbots, Virtual Agents and Your Contact Centre) with CRMXchange had a record-breaking number of registrations, highlighting the huge surge in interest in chatbots, virtual agents and artificial intelligence (AI). You can still watch that webinar on-demand, as well as our most recent webinar AI, Chatbots & Live Chat: Separating Truth from Myth.

While there has been a marked increase in interest in chatbots and virtual agents this year, there’s also a lot of confusion, unrealistic expectations and false promises being perpetuated in the marketplace. We drew on our expertise to share a realistic view of AI and chatbots in the customer space in our whitepaper AI, Chatbots and Virtual Agents: The Threat to Mankind and the Contact Centre. Founder & CEO Chris similarly tackled this topic in a column for CMRXchange, Are Chatbots, Virtual Agents and Artificial Intelligence Threats to Your Contact Centre?. Chris also shared his expertise in interviews with ReadITQuik and The Wharf Newspaper, and Mike Murphy, CEO of Creative Virtual USA, shared his thoughts on the industry in a CRMXchange Executive Interview. Following on the heels of our launch of V-Person Live Chat last year, early in 2017 we created a new video showing how you can combine self-service virtual agents and human-assisted channels to deliver a fully integrated support experience.

This year we welcomed a number of great organisations to our expanding Global Partner Network. Our V-Person Family continued to grow throughout 2017 with new virtual agent and chatbot deployments across the globe in a variety of languages, and our collaborations with current customers resulted in new features and functionality being added to existing installs. This year Motability Operations’ award-winning ‘Ask Mo’ and National Rail Enquiries popular ‘Ask Lisa’ virtual agents both celebrated their 10th birthdays. REST Industry Super’s virtual agent Roger played a part in two award wins for them this year: ‘Best Innovation Super Feature’ in Money Magazine’s Best of the Best Awards and ‘Best Fund: Innovation 2017’ in the Chant West 2017 Super Fund Awards.

As he does every year, Founder & CEO Chris took the award for most travelling as he once again flew around the world visiting with the Creative Virtual team, partners and customers and taking part in a number of different events. In November, he also added a new job title to his CV, taking on the role of monthly technology columnist with The Wharf Newspaper.

I hope you’ll take a few minutes to check out our 2017 in Review photo album on the Creative Virtual Facebook page. We’ve compiled shots from our official presentations and events as well as our fun group activities and award celebrations – everything from Founder & CEO Chris meeting to Queen to him taking a pie in the face during our fundraising efforts for the RSPCA. There will still be more photos to come, so be sure to like our Facebook page so you don’t miss any.

It’s Time to be Realistic about AI, Chatbots and Live Chat

By Chris Ezekiel, Founder & CEO

Recently I had the opportunity to present a webinar with Engage Customer titled ‘AI, Chatbots and Live Chat: Separating Truth from Myth’. I’m sure we can all agree how hot the market is for all things artificial intelligence (AI), chatbots and live chat at the moment. It really is exploding out there! We’re also seeing a lot of confusion, false claims and inflated expectations. My goal during this webinar was to separate the truth from the myth by showing some real-world customer examples and, through a series of live demonstrations, share best practices in deploying chatbots and human assistance for customer support.

I’m sure you’ve seen the stories of when AI goes wrong, such as Microsoft’s chatbot Tay which became sexist and racist because it learned from the way people were interacting with it. This is the simple reason why 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, so you need to be very careful there. Companies need to be realistic about chatbots and virtual agents, but also make sure they select a system that fits with their roadmap for implementing this technology. And, just as important as the technology, is working with a team of people who are highly experienced in deploying these solutions.

Right now we’re in a digital and artificial intelligence revolution, and there’s no doubt that the contact centre in its current form is finished. Every organisation is in the midst of digital transformation initiatives and, of course, the contact centre needs to be a key part of that. All too often the contact centre is still siloed and we’re seeing them being left out of those discussions, though. In the future, there will be a paradigm shift and the contact centre will go from dealing with repetitive inquires to being the centre of excellence for knowledge and playing an important role in keeping self-service chatbots up-to-date.

When it comes to using artificial intelligence for customer service chatbots, a blended approach – not pure AI – is best. Creative Virtual’s V-Person™ technology uses a hybrid approach that allows organisations to tune how much machine learning and how much human curation of content they want to provide for the solution. Companies already know their top call drivers and machine learning isn’t needed to determine that. In fact, it gets in the way and gives a bad experience if it doesn’t take into account the learnings that the organisation already has. A hybrid approach of human curation of content and self-learning enables the system to continually improve while also allowing control over the reliability of chatbot responses.

I encourage you to watch the recording of the webinar on-demand to get a better understanding of this topic and to see the live demonstrations I shared of chatbots, virtual agents and live chat solutions that are currently being used around the world.

My thanks to Steve Hurst and Engage Customer for hosting this webinar.

AI, Chatbots & Live Chat: Separating Truth from Myth

By Mandy Reed, Marketing Manager (Global)

“Industry analysts are predicting a huge increase in the number of customer interactions that will involve technologies such as machine learning applications and chatbots over the next five years. Smart organisations are already setting themselves apart from their competitors by incorporating chatbots and virtual agents into their customer support strategies to meet the expectations of digital customers.”

-Chris Ezekiel, Founder & CEO, Creative Virtual

Everywhere you turn, there seems to be another article pushing artificial intelligence (AI) or another analyst forecasting an increase in machine learning to improve customer experience and engagement. But, if you feel like the hype doesn’t always match up to the reality, you aren’t alone.

On Tuesday, 5th December 2017 at noon (UK time), Engage Customer will host a live webinar titled AI, Chatbots & Live Chat: Separating Truth from Myth. This webinar will challenge the myths perpetuated by media hype and overpromising to walk attendees through a realistic explanation of machine learning, chatbots and live chat in the customer experience space. It will be presented by Creative Virtual Founder & CEO, Chris Ezekiel and Steve Hurst, Editorial Director at Engage Business Media.

In addition to giving insights on how to realistically incorporate AI, chatbots, virtual agents and live chat into your customer support strategy, Chris will share a series of live demonstrations showing how forward-thinking organisations are already using this technology to improve customer engagement and build brand loyalty. The webinar will also cover:

  • Why chatbots should use a combination of self-learning and human input to create consistent and reliable support experiences
  • How humans and machines can work in harmony to provide perfect customer service
  • Leveraging AI and chatbots to prepare your contact centre for the future

As customers increasingly seek out digital and self-service options, organisations are facing an evolving customer service landscape filled with changing engagement preferences. AI, chatbots and live chat can help organisations meet the expectations of digital customers, but they need to be implemented correctly. Join Engage Customer and Creative Virtual as we help you separate the truth from the myth.

This webinar is free, but advance registration is required. A recording of the webinar will be provided for registrants unable to attend the live event.

Improving Engagement and Empowering Your Team

By Liam Ryan, Sales Director

Every day I speak with organisations going through digital transformations, particularly in regards to their customer service initiatives. Selecting the right software and working with a knowledgeable provider can make or break these efforts. Organisations need technology solutions that are cutting-edge but that also complement existing systems and infrastructure.

This is exactly what we do at Creative Virtual, and I am proud to share that it has earned us a spot as a finalist in the category of ‘Software Innovation of the Year’ in the 2017 Digital Entrepreneur Awards (DEAs)! To be shortlisted, we needed to demonstrate that our software improves engagement and output, and empowers individuals and teams, which fits perfectly with our company vision. We offer organisations the technology to enable seamless, fully-integrated, end-to-end customer engagement backed by the experience of an expert, knowledgeable team. This not only improves the customer experience but also empowers employees.

Digital Entrepreneur AwardsA perfect example of this is the integration of our V-Person™ virtual agents with live chat. Our virtual agents and chatbots give customers an easy and convenient way to self-serve and are playing an important role in helping organisations meet the engagement demands of digital customers. However, we know that sometimes customers will have complex issues that are best served by live agents, or they simply prefer to talk to a real person. Based on a set of customisable rules and triggers, the virtual agent can seamlessly escalate users from virtual to real agent, with a complete history of their conversation being passed to the live chat agent.

Creative Virtual’s V-Person Live Chat™ solution is integrated with the same knowledgebase being used to power the self-service virtual agent. As customers ask questions, the platform automatically presents live chat agents with the response found in that knowledgebase. Agents then have options to reply with the answer as it appears, send an edited version of the text or type in their own response. The customisable console also gives options for agents to provide real-time feedback and suggestions on content. Live agents are empowered to become knowledge experts and share the responsibility of keeping self-service channels up-to-date.

Our thanks to the award judges for recognising our digital innovation, and the proven business results are customers are achieving with our solutions, by shortlisting Creative Virtual for Software Innovation of the Year. We look forward to the winners from the South region being announced during an awards dinner on 8th November in London.

The Most Innovative Customer Support Tool

By Chris Ezekiel, Founder & CEO

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. We saw this vision come to fruition last year when we officially added V-Person Live Chat™ to our suite of Smart Help solutions. Since then, our roadmap has continued to be all about providing a world leading enterprise level end-to-end customer engagement platform.

It is an honour to have this vision and hard work recognised for a third straight year by the Technology Innovator Awards. This year I’m proud to share that we’ve been awarded ‘Best Global Customer Engagement Software Provider 2017’ and ‘Most Innovative Customer Support Tool: V-Person Live Chat’! These awards are a testament to the Creative Virtual team’s dedication to providing enterprises with innovative customer support solutions.

Our technology is designed to assist organisations in aligning their contact centre directly with the digital function to meet the growing expectations of customers for 24/7 access to accurate information and support. We are defining industry best practice through the tight integration of a single knowledgebase for both virtual and real agents and a unique feedback loop that allows live agents to help keep content accurate across self-service channels and human-assisted channels just by doing their normal jobs.

At the heart of our suite of products is our V-Person virtual agent technology which is utilised by organisations around the world to improve their customer support experience, reduce costs, increase sales and build brand loyalty. Our multi-lingual chatbots and virtual agents are currently answering over 50 million questions a year – and that number is always growing! We’ve had a number of exciting additions to our V-Person family over the past several months including Helen, the new chatbot communicating with Octopus users in Hong Kong Cantonese which was implemented with our partner Continuous Technologies. Forward-thinking companies like Octopus recognise that customers are increasingly turning to digital channels and self-service first and are leveraging conversational chatbots to improve their digital engagement.

My thanks to the Technology Innovator Awards for recognising Creative Virtual and our innovative software and solutions for a third year. You can read our official award announcement here.

Check out the video below to learn more about our innovative integration of virtual and real support and request your own personalised demo to see our technology in action.