Creative Virtual

JULY 10, 2020

Back in April I took a look at the impressive spike in virtual agent traffic starting in late February and early March that surpassed anything Creative Virtual had seen in over 16 years of being in the industry. I’m curious to continue to watch how virtual agent traffic fluctuates as coronavirus-related restrictions change.

Virtual Agent 52

Virtual Agent Banking Self service Government 52

3CLogic

APRIL 20, 2021

It’s no surprise then that leading companies are adopting voice self-service solutions in addition to their IVR solutions to not only manage call volume but provide a higher quality of customer service and improve call agent performance. The question is no longer should I adopt voice self-service for my contact center?

Self service 52

Self service Interactive Voice Response Call flow Contact Center 52

NICE inContact

MAY 21, 2019

In a way, self-service in the contact centre is kind of like a buffet: You need a strategy, or you might overeat or miss all the best dishes. It seems like self-service options are everywhere these days. And I know I am not the only fan of faster self-service. What’s your strategy? Many Options.

Self service 54

Self service Interactive Voice Response Virtual Agent Benchmark 54

Creative Virtual

FEBRUARY 7, 2019

That’s changing though as organisations add AI, chatbots and virtual agents to their 2019 roadmaps and digital workplace initiatives. Creative Virtual Founder & CEO, Chris Ezekiel, was one of the expert speakers and shared insights and live demonstrations of conversational AI solutions for employee engagement.

Virtual Agent 40

Virtual Agent Employee engagement Chatbots Government 40

SmartAction

FEBRUARY 11, 2020

Leading provider of AI-powered Virtual Agents for omnichannel self-service posts its largest growth in sales bookings for the year. As the global intelligent virtual agent market is expected to reach $11.3b SmartAction’s 2019 Momentum Highlights. Achieved profitability in Q4 2019.

Virtual Agent 57

Virtual Agent Self service Enterprise SaaS 57

Creative Virtual

DECEMBER 11, 2019

2019 was another busy and exciting year for Creative Virtual and the chatbot, virtual agent and live chat industry. This year we have also been celebrating another impressive recognition for the company: Frost & Sullivan’s 2019 AI-Enhanced Customer Self-Service Product Leadership Award !

Virtual Agent 40

Virtual Agent Chatbots Best practices Benchmark 40

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 – 2020 Workforce Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

SmartAction

MAY 17, 2019

May 17, 2019, Pasadena, U.S. – SmartAction today announced that it had been chosen as a winner of Red Herring Top 100 North America 2019, which recognizes the continent’s most exciting and innovative private technology companies. 2019’s crop of Top 100 winners has been among our most intriguing yet,” said Vieux.

Virtual Agent 40

Virtual Agent Call Center Self service Marketing 40

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services. In 2019, Spitch was recognized by Gartner as a “cool vendor” in speech and natural language, in a corresponding report. About Spitch.

Virtual Agent 59

Virtual Agent Self service Banking Chatbots 59

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services. In 2019, Spitch was recognized by Gartner as a “cool vendor” in speech and natural language, in a corresponding report. About Spitch.

Virtual Agent 52

Virtual Agent Self service Banking Chatbots 52

DMG Consulting

OCTOBER 13, 2020

IVAs Role in Delivering a Great Service Experience. Three years ago, few companies had heard of intelligent virtual agents (IVAs), and fewer were willing to invest in them. DMG expects to see the IVA sector perform well during the pandemic and after as companies invest to enhance their omni-channel self-service capabilities.

Self service 87

Self service Virtual Agent Consulting Consulting 87

SmartAction

JANUARY 16, 2020

According to Gartner’s 2019 Hype Cycle for Customer Service & Support Technologies, Virtual Customer Assistants have just eked out beyond the “Peak of Inflated Expectations” and into the “Trough of Disillusionment.” For example, scheduling appointments used to be a huge hang-up for Virtual Agents.

Virtual Agent 54

Virtual Agent Self service Government Healthcare 54

DMG Consulting

JUNE 11, 2019

Unfortunately, as is often the case with a new IT segment, there is a great deal of confusion regarding what RPA is, how it should be used, where it should be applied, and how it differs from other IT segments, such as intelligent virtual agents (IVAs). Final Thoughts.

Marketing 80

Marketing Virtual Agent Consulting Consulting 80

SmartAction

FEBRUARY 21, 2019

The former Convergys Chief Executive Officer becomes the latest addition to SmartAction’s Board of Directors to assist in the growth of its top-rated AI-powered virtual agent solution for contact centers. He ultimately served on the Board of Directors first as COO, then as CEO, for five years.

Virtual Agent 43

Virtual Agent Self service Contact Center Customer Care 43

DMG Consulting

JANUARY 3, 2020

11/26/2019. It’s 2030, and one of your agents is making mistakes. But because it is a robot that’s malfunctioning, you don’t need to give it a warning; you do need to get it fixed rapidly, as it’s hurting your customer service performance. The Hybrid Contact Center Workforce of 2030. By Donna Fluss.

contact center workforce 96

contact center workforce Contact Center Virtual Agent Enterprise 96

CSM Magazine

JUNE 12, 2020

While retailers utilize a wide range of support options such as human and virtual agents, social media, or mobile apps, existing single and multi-channel support systems necessitate access to each channel separately. While efficient and less expensive, many companies are reluctant to discontinue human agent support.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52

Avaya

JUNE 24, 2019

Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. These human-like automated bots can seamlessly interact with customers, assisting them with simpler inquiries while offloading agents until they are needed. Is your interest piqued?

Contact Center 104

Contact Center contact center solutions Virtual Agent Contact center software 104

SmartAction

MARCH 15, 2019

SmartAction’s cloud-based virtual agents automate conversations that live agents traditionally handled over voice, chat, and text. About SmartAction SmartAction was founded as an Artificial Intelligence (AI) research company in 2002 and is now the leading provider of AI-powered virtual agents for customer service.

Virtual Agent 8

Virtual Agent Enterprise Self service Contact Center 8

Creative Virtual

OCTOBER 7, 2019

Here’s our annual blog post roundup of trends, tips and stats to help you consistently deliver a five-star customer service experience: Top Tips for Implementing a Chatbot or Virtual Agent in 2019 – These eight tips address the most important items organisations should consider when evaluating and deploying chatbot or virtual agent technology.

Customer Service 40

Customer Service Virtual Agent Chatbots Self service 40

Creative Virtual

JANUARY 9, 2020

That “expecting more” includes effective service across touchpoints. For organisations, that means offering end-to-end engagement that blends self-service and human assisted support options. The guide includes: Three steps for creating a successful chatbot, virtual agent and live chat strategy.

Virtual Agent 40

Virtual Agent Chatbots Self service Feedback 40

NICE inContact

MARCH 28, 2019

It often eliminates the “on hold” frustration of voice calls and lets contact centers increase productivity by having agents work with 3 or 4 customers at the same time. Chatbots are the most common application of AI for customer self-service and are not as successful (yet), as the hype would indicate.

Chatbots 59

Chatbots Virtual Agent Self service Benchmark 59

Fonolo

FEBRUARY 6, 2019

In general, we say that a transaction was “contained” if it was completed entirely through self-service and didn’t require an agent. The percentage of calls a chatbot, or virtual agent, is able to handle without turning the caller over to a person is called its ‘containment rate,’ and these rates are steadily soaring.”.

Virtual Agent 62

Virtual Agent Chatbots Gamification Contact Center 62

DMG Consulting

MARCH 8, 2019

in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. The adoption rate of the cloud-based contact center infrastructure market as of the end of 2017 (July 2018) was 14.1% (includes hosted and software as a service (SaaS)), up from 11.4% DMG expects the market to grow at a minimum of 22.5% Adoption Rate for the CBCCI Segment.

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

Creative Virtual

JULY 10, 2019

Our Founder & CEO, Chris Ezekiel’s opening keynote – Taking Your CX into the Future with Conversational AI – got the day started with a look at AI-enhanced chatbots, virtual agents and live chat. We had a number of attendees stop by the Creative Virtual table to see more live examples of chatbots and virtual agents.

Virtual Agent 40

Virtual Agent Banking Chatbots Self service 40

Creative Virtual

OCTOBER 8, 2019

I started building virtual agents and chatbots for customer service more than 12 years ago. In my experience, there has been a major shift in customer expectations since 2015/2016 in the customer service chatbot industry. By Jeff Clifford, Project/Account Manager. A lot has certainly changed in that time.

Chatbots 40

Chatbots Virtual Agent Customer Service Self service 40

Creative Virtual

SEPTEMBER 17, 2019

It’s hard to find anyone involved with the chatbot and virtual agent industry who hasn’t heard the cautionary tale of Microsoft’s AI chatbot Tay. The industry suddenly became saturated with both false promises about the capabilities of the technology and a plethora of new start-ups claiming to have AI-powered customer service bots.

Chatbots 40

Chatbots Virtual Agent Enterprise Self service 40

Creative Virtual

OCTOBER 24, 2019

Creative Virtual will be joining our partner Continuous Technologies at the symposium, which will be held at the Hong Kong Disneyland Resort on 31 October 2019. The post Delivering the Right Information on the Right Channel at the Right Time for APAC Customers appeared first on Creative Virtual.

Virtual Agent 40

Virtual Agent Chatbots Self service Consulting 40

Creative Virtual

MARCH 25, 2019

Creative Virtual Founder & CEO, Chris Ezekiel will be presenting a seminar on Thursday at 14:00 in Theatre 16 , ‘Top Tips for Implementing Chatbots and Virtual Agents in 2019’.

Customer Experience 40

Customer Experience Virtual Agent Chatbots Interactive Voice Response 40

Creative Virtual

JANUARY 7, 2020

I’ve built Creative Virtual based on long term relationships, and we see all of our customers and resellers as partners in our journey to deliver the best possible customer experience tools. During 2019, a number of our customers have published verified reviews of our company and technology on the Gartner Peer Insights* website.

Virtual Agent 40

Virtual Agent Chatbots Enterprise Banking 40

Creative Virtual

DECEMBER 13, 2018

As 2018 is quickly coming to an end and planning for 2019 continues to move full steam ahead, it’s time once again to take a moment to slow down and look back over the past year. This was the fourth time a group of runners from Creative Virtual did a 10k in support of the RSPCA. By Mandy Reed, Marketing Manager (Global).

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

Creative Virtual

JUNE 11, 2019

The Customer Experience Management (CXM) 2019 event that took place in Mumbai on 25th April at the Hilton Hotel turned out to be a wonderful experience for Creative Virtual. The Founder & CEO of Creative Virtual, Chris Ezekiel , and Executive Director India, Shantanu Purandare , participated as representatives of the company.

Chatbots 40

Chatbots Virtual Agent Self service Best practices 40

Playvox

JANUARY 13, 2022

Artificial intelligence is also enabling new technologies including smart virtual agents that facilitate self-service and tools that measure customer sentiment in real time. Zendesk has long been a help desk powerhouse, and now they’re taking a significant share of the customer service software market.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Uniphore

JULY 21, 2021

Search Engine Optimization While improving the agent experience is paramount to customer service success, it’s not the only area to focus on. Gartner estimates that 85% of interaction will start with self service solutions , more than 30% higher than in 2019.

Best practices 52

Best practices Customer Service Management Contact Center 52

TechSee

FEBRUARY 12, 2018

The technologies, such as augmented reality (AR) and virtual reality (VR), enable new and unique experiences for customers and employees that blur the lines between the physical world and digital world. Gartner predicts that by 2019, AR, VR and mixed reality (MR) solutions will be adopted in 20% of large-enterprise businesses.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

The technologies, such as augmented reality (AR) and virtual reality (VR), enable new and unique experiences for customers and employees that blur the lines between the physical world and digital world. Gartner predicts that by 2019, AR, VR and mixed reality (MR) solutions will be adopted in 20% of large-enterprise businesses.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

DMG Consulting

APRIL 16, 2019

We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner. AI IS THE HEADLINER FOR 2019. We’re at a major and exciting inflection point.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Netomi

MARCH 27, 2022

Impact of Low Customer Satisfaction: Almost half of the consumers have stopped doing business with at least one company in 2019 due to poor customer service. One of our clients, the Canadian airline WestJet , has seen an increase of 24% with its virtual agent Juliet resolving issues immediately on Facebook Messenger.

Airlines 93

Airlines Benchmark Surveys Customer Support 93