Creative Virtual

MAY 28, 2020

By Mandy Reed, Global Head of Marketing. Do you have a chatbot or virtual agent on your roadmap? Are you curious about successful use cases for AI-enhanced virtual agents? Questions to ask when selecting a chatbot or virtual agent solution. Can’t attend the live event?

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Virtual Agent Chatbots Self service Best practices 52

Creative Virtual

SEPTEMBER 9, 2020

We take great pleasure in introducing this newly created whitepaper from Creative Virtual as it has a lot of straight talk about one of our favourite subjects: user experience in the realm of self-help tools. This is the sort of invaluable consultation experience you will receive when you work with the right virtual agent vendor.

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Virtual Agent Chatbots Self service Consulting 52

Solvvy

NOVEMBER 30, 2022

Zoom Virtual Agent , an intelligent conversational AI chatbot solution, uses natural language processing and machine learning to accurately understand and painlessly resolve issues for customers. Zoom Virtual Agent works 24/7 on multiple support channels to deliver fast, personalized customer experiences.

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CCNG

AUGUST 28, 2024

According to a study by Grand View Research, the global call center AI market is expected to reach USD 7.08 Increases Engagement: Automation enables faster response times, personalized interactions, and 24/7 availability through self-service options such as chatbots and interactive voice response (IVR) systems. from 2022 to 2030.

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Contact Center Interactive Voice Response Customer Experience CCNG 195

UJET

DECEMBER 10, 2020

Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick. Virtual Agents are designed to be your human agents’ Pippen or Harrison or Gehrig (pick your sport). What, Exactly, Are Virtual Agents? Intelligence Is a Matter of Features.

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Virtual Agent Customer Service Interactive Voice Response Average Handle Time 72

UJET

DECEMBER 10, 2020

Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick. Virtual Agents are designed to be your human agents’ Pippen or Harrison or Gehrig (pick your sport). What, Exactly, Are Virtual Agents? Intelligence Is a Matter of Features.

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Virtual Agent Customer Service Interactive Voice Response Average Handle Time 72

Creative Virtual

JANUARY 28, 2021

Ask any seller of a highly complex and customizable chatbot or virtual agent system about cost and you’re likely to get an evasive answer. Increasingly, in this ever-saturating market, it’s easy to find elements of chatbot pricing (i.e., The post How Much Does it Cost to Make a Chatbot that Actually Works?

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Solvvy

OCTOBER 12, 2022

Chances are, the last time you called a customer support number, you interacted with an artificial intelligence chatbot. If the company had a great AI chatbot, the interaction might have been so natural that it took a while to realize that you weren’t actually talking to a human. Introduction to Artificial Intelligence Chatbots.

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TechSee

OCTOBER 9, 2018

Use AI-based virtual assistants – Millennials are very open to communication with virtual entities – chatbots – including voice-based assistants and visual virtual technician. According to a Retale poll, 86% of Millennials said that brands should use chatbots to promote products and services.

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Creative Virtual

FEBRUARY 7, 2023

By Mandy Reed, Global Head of Marketing The start of a new year always comes with a slew of business predictions from experts, and 2023 has certainly been no different. This can be applied to marketing, sales, and customer support. Sometimes those of us in marketing and sales are guilty of spinning the truth a little bit.

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Personalization Virtual Agent Chatbots Self service 105

DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent 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 2017 Intelligent Virtual Agent Product and Market Report.

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Virtual Agent Consulting Consulting Marketing 48

AWS Machine Learning

MARCH 29, 2024

In this post, we are focusing on the chat channel to show how to use Amazon Lex and the Amazon Lex Web UI to enable live agents to interact with your customers in real time. For example, the following figure shows screenshots of a chatbot transitioning a customer to a live agent chat (courtesy of WaFd Bank).

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Cloud contact Contact Center Chatbots APIs 118

Creative Virtual

FEBRUARY 13, 2019

By Mandy Reed, Marketing Manager (Global). Chatbots and virtual agents have proven themselves to be quality self-service solutions, being increasingly implemented by smart organisations to provide support and being increasingly preferred by customers and employees for quick, easy access to information.

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Inbenta

OCTOBER 23, 2017

When it comes to chatbots, businesses want to know one thing. The million dollar question for a market which will be worth billions within a few years is – can my virtual agent answer my customers’ questions? In the context of chatbots, a decision tree essentially helps them find the exact answer to your question.

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Chatbots Virtual Agent Self service Accountability 75

Comm100

DECEMBER 16, 2024

A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before. For example, chatbots are a common tool in customer service automation. or How do I reset my password?

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Creative Virtual

JUNE 7, 2022

By Mandy Reed, Global Head of Marketing. Virtual agents. Some of you may remember the days when companies wanting to implement customer support on their website believed they had to make a decision: either a virtual agent or live chat; either automated self-service or human-assisted web chat.

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Creative Virtual

DECEMBER 14, 2021

By Mandy Reed, Global Head of Marketing. I was connected to a live chat agent relatively quickly, but then spent over 30 minutes in a chat that felt like it was lasting forever and, in the end, delivered no real resolution to my question. A couple months ago I had a question about an online order I had placed several days earlier.

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Creative Virtual

JULY 10, 2020

By Mandy Reed, Global Head of Marketing. 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.

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Virtual Agent Banking Self service Government 52

Balto

MARCH 3, 2025

The most effective automation tools include: Interactive Voice Response (IVR) systems AI-powered chatbots Automated email responses Virtual agents for basic troubleshooting Call center automation refers to the strategic use of technology to handle repetitive and time-consuming tasks within a call center.

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Creative Virtual

JANUARY 8, 2019

Our customer, Transport for New South Wales, won an impressive three awards for their RITA chatbot during 2018! I couldn’t be more proud of what our team has achieved, and it was beyond what I had dreamt for Creative Virtual. In 2017 we were honoured with The Queen’s Awards for Enterprise: Innovation.

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Virtual Agent Chatbots Transportation Best practices 40

Creative Virtual

FEBRUARY 2, 2022

By Mandy Reed, Global Head of Marketing. From selecting coverage and understanding benefits to confirming payments and filing claims, both policyholders and agents need information that is customized to them. Read more on these insights from ITL by downloading the full ‘The Virtual Insurance Agent’ whitepaper.

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Creative Virtual

OCTOBER 4, 2018

By Mandy Reed, Marketing Manager (Global). Contact centers around the world are celebrating Customer Service Week this week, recognizing their agents who deliver service and support to customers all year long. They are missing a chatbot. But many of those contact centers are missing an important team member.

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Chatbots Contact Center Virtual Agent Coaching 56

CSM Magazine

SEPTEMBER 17, 2020

Conversational AI (aka intelligent chatbots or virtual agents) combines artificial intelligence (AI) and automation to streamline customer interactions across channels. Yet, 95% are not successfully using AI, according to a CCW Digital Market Research study earlier this year. Accurate NLP. About the Author.

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Creative Virtual

JULY 8, 2021

By Mandy Reed, Global Head of Marketing. This is most certainly true when it comes to creating chatbots for customer self-service, and too often organisations fall into the DIY trap. Whatever the reason for a DIY approach, these organisations soon discover that they should have collaborated with a chatbot professional.

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Creative Virtual

APRIL 21, 2022

By Mandy Reed, Global Head of Marketing. Long wait times, disengaged agents, multiple call transfers, repeating yourself over and over – calling customer support has a bad reputation for a reason. Self-service options like chatbots and virtual agents are increasingly preferred by customers, but they can’t – and shouldn’t!

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Calabrio

MARCH 31, 2025

In the process, the contact center AI market is expected to nearly triple in size between 2025 and 2030 as organizations expand investments, tools and capabilities multiply, and new challenges come and go. More Accurate Virtual Agents and IVR Elevate your self-service with intelligent virtual agents.

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Contact Center Customer Service Virtual Agent Self service 52

Creative Virtual

MAY 4, 2021

By Mandy Reed, Global Head of Marketing. Forrester analyst, William McKeon-White writes about this as part of his research on help desk chatbots. If users don’t have a good experience with the chatbot, they won’t keep using it. It’s important to understand this as you build your business case for a conversational AI tool.

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Virtual Agent Chatbots Self service Contact Center 95

NobelBiz

MARCH 11, 2025

AIs Evolution in Customer Support Not long ago, AI-driven customer service meant robotic phone menus and frustrating chatbot loops that left customers shouting Speak to a representative! Chatbots These AI-powered virtual agents handle simple interactions, answering FAQs or performing tasks like scheduling appointments.

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Call Center Chatbots Complaint resolution Consulting 52

Upstream Works

JUNE 9, 2022

I’ve been reading This I Know: Marketing Lessons from UNDER THE INFLUENCE by Terry O’Reilly, and something he said really stuck with me. They can simplify the agent’s life even more and allow them to provide real value add to the customer experience that only a human can provide.

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Connect

OCTOBER 8, 2024

the global conversational AI and virtual assistant market represents the fastest-growing segment in the contact centre space. The report states that the number of AI-assisted customer interactions continues to increase, with most applications used to augment live agent engagement, instead of fully offloading to a virtual agent.

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Virtual Agent Chatbots Average Handle Time Consulting 86

Creative Virtual

FEBRUARY 24, 2022

By Mandy Reed, Global Head of Marketing. When customers use your chatbot to self-serve, what kind of experience do you deliver? Does your chatbot need questions asked a particular way to return the correct response? This is why using a high-quality conversational AI technology to build your chatbot is so important.

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Chatbots Self service Virtual Agent Accountability 59

Creative Virtual

SEPTEMBER 22, 2022

Having worked in the virtual agent and chatbot field since 2000, I’ve experienced first-hand how these solutions and technologies have changed. The virtual agents of today are certainly not the same as those I was working on 20 years ago. It is more specifically describing the technology behind them.

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TechSee

MARCH 13, 2018

The customer service industry, in particular, pinned high hopes on AI, expecting that upon its introduction to the market, smart machines would truly transform the customer experience. Virtual Agents. A major driver for the chatbot disappointment in 2017 was the inflated expectations.

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CSM Magazine

NOVEMBER 5, 2024

The customer experience management market is on track to grow at a 15.4% As a result, customers connect with the right agents without long waits, improving both speed and satisfaction. Additionally, AI recommendations assist agents by suggesting solutions from similar cases, helping to resolve issues quickly and accurately.

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Customer Service Management Metrics Consulting 52

TechSee

MARCH 11, 2024

Industry events and news coverage are full of companies offering Generative AI , Conversational AI, chatbots, and AI Agents. Understanding Conversational AI Conversational AI refers to technologies that users interact with through a natural, conversational interface, like chatbots or virtual agents.

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SmartAction

NOVEMBER 22, 2023

Conversational AI technology over the phone goes beyond chatbots to leverage the power of voice and offer a more personal experience. Conversational AI helps them out of what seems to be an endless cycle of button pressing and voice prompts to connect them immediately with a virtual agent. All of which increase profitability.

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Contact Center Interactive Voice Response Virtual Agent Management 91

SmartAction

OCTOBER 19, 2022

Conversational chatbots are one of the top market disruptors in call center automation. However, in recent years their use has declined as businesses have learned how difficult it is to properly maintain a chatbot that actually helps customers to accomplish their goals. Why is it So Hard to Implement and Maintain a Chatbot?

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