Creative Virtual

DECEMBER 14, 2021

This is something that organisations implementing a self-service virtual agent or chatbot should keep in mind, regardless of whether they are integrating it with live chat. Make it obvious that it is a digital, automated tool with wording such as ‘Please ask our Virtual Agent’.

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Creative Virtual

MAY 4, 2021

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. Your chatbot or virtual agent should be designed to create a better experience by providing quick, easy support.

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Virtual Agent Chatbots Self service Contact Center 95

Creative Virtual

JULY 8, 2021

This is most certainly true when it comes to creating chatbots for customer self-service, and too often organisations fall into the DIY trap. Some companies delegate their project solely to an inexperienced internal team because they underestimate the amount of expertise needed to build and deploy a working chatbot. Probably not.

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Chatbots Virtual Agent Self service Marketing 59

CSM Magazine

NOVEMBER 5, 2024

As a result, customers connect with the right agents without long waits, improving both speed and satisfaction. Virtual agents—AI-powered chatbots—handle straightforward inquiries, providing instant answers and freeing up human agents to focus on more complex cases. The platform’s AI tools enhance service further.

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Creative Virtual

OCTOBER 4, 2018

They are missing a chatbot. Chatbots and virtual agents have become essential tools for providing 24/7 self-service to digital customers. Contact centers require a great deal of investment – from recruiting and training staff to putting the necessary tools in place for agents.

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Chatbots Contact Center Virtual Agent Coaching 56

Creative Virtual

APRIL 21, 2022

Self-service options like chatbots and virtual agents are increasingly preferred by customers, but they can’t – and shouldn’t! completely replace human contact center agents. When escalating customers from self-service to a live agent , the experience should be as seamless as possible.

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Creative Virtual

FEBRUARY 24, 2022

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? Are users repeatedly told by your chatbot to try rephrasing an input that doesn’t have a direct match in the system?

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Chatbots Self service Virtual Agent Accountability 59

Nicereply

OCTOBER 16, 2024

7 Customer Loyalty Strategies to Drive Long-Term Relationships Below, we’ve listed some helpful tips to drive repeat purchases and keep your customers coming back for more. Here are some tips: Send personalized emails that address prospects by name and offer tailored recommendations based on their past behavior or preferences.

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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. In this article, we’ll explore why you should implement voice-driven AI in your call center, and provide tips for contact center managers when implementing this technology. What is Conversational AI?

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Contact Center Interactive Voice Response Virtual Agent Management 91

NobelBiz

APRIL 30, 2024

It enhances the efficiency and effectiveness of the services provided and improves the working conditions for agents and satisfaction for customers. Improving Agent Efficiency AI supports agents by providing them with real-time information and actionable insights during their interactions.

Call Center 105

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NobelBiz

APRIL 30, 2024

It enhances the efficiency and effectiveness of the services provided and improves the working conditions for agents and satisfaction for customers. Improving Agent Efficiency AI supports agents by providing them with real-time information and actionable insights during their interactions.

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Quiq

MARCH 6, 2023

Does your chatbot sound like a robot? Okay, chatbots are robots (hence the name), but they don’t have to sound like something out of a 70s sci-fi flick. Chatbots have come a long way and are getting better at understanding and mimicking human interactions. Here are some ways to make your chatbot sound more human.

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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. Described as a ‘machine learning project designed for human engagement,’ Tay ended up becoming an often-cited example of an AI chatbot gone wrong.

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Chatbots Virtual Agent Enterprise Self service 40

Creative Virtual

JANUARY 17, 2023

Chatbots and conversational AI have been gaining acceptance as essential pieces of successful customer service and employee support strategies. Unfortunately, as adoption of this technology is increasing so is the oversaturation of the market with poor performing chatbot products. By Chris Ezekiel, Founder & CEO.

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Chatbots Self service Virtual Agent CRM 52

Creative Virtual

MARCH 25, 2021

Usage of virtual agents and chatbots exploded with record-breaking levels of traffic. As Claudio Chico, Development & Support Technician at Creative Virtual, explained in a recent conversational AI guide : “A proper business virtual agent has many parts and building one involves knowledge in many areas.

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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’. The post C+UX: Innovations and Tips for Your Customer Experience Strategy appeared first on Creative Virtual.

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Lumoa

NOVEMBER 30, 2022

To go further, modern chatbots are now pre-empting the moments when customers require their assistance. A simple message will do the trick, such as “ Hey, I’m [chatbot name], may I help you with your shopping today? ”. Another great idea to explore is offering a digital sales agent that is voice-enabled. Lack of human empathy.

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Customer Experience Chatbots Virtual Agent Sales 78

Creative Virtual

DECEMBER 10, 2020

I don’t need to tell you that not everything went as planned, but there were still some bright spots for us and the chatbot, virtual agent and live chat industry. Creative Virtual started 2020 celebrating the company’s Sweet Sixteen. 2020 was a record-breaking year for use of our virtual agent and chatbot implementations.

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Creative Virtual

AUGUST 5, 2020

Creative Virtual’s V-Person virtual agents and chatbots certainly experienced this trend, setting a record-breaking spike in usage during the first half of 2020. An additional 33% saw “some trend’ of this happening.

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Virtual Agent Customer Experience Chatbots Self service 52

CSM Magazine

OCTOBER 24, 2022

Whatever business you’re involved in, below are some tips for improving the user experience and customer service. One great way that a lot of companies have been improving their user experience and customer service is with chatbots. If you aren’t using chatbots, now might be the time to give them a try.

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AWS Machine Learning

JULY 18, 2023

Amazon Lex is a service that allows you to quickly and easily build conversational bots (“chatbots”), virtual agents, and interactive voice response (IVR) systems for applications such as Amazon Connect. In this solution, we showcase the practical application of an Amazon Lex chatbot with LLM-based RAG enhancement.

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Interactive Voice Response Engineering Chatbots Self service 98

Creative Virtual

MARCH 27, 2020

With physical offices and locations closed, many are struggling with the influx of customer questions to their contact centres – an issue that may be compounded by the sudden need to support agents working from home. The post A Successful Self-Service Strategy Requires Looking at the Bigger Picture appeared first on Creative Virtual.

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Creative Virtual

OCTOBER 5, 2020

This three-part blog series explores the business value of using a chatbot or virtual agent to provide easy-to-use self-service, starting with supporting customers. Also take a look at Part 2: Supporting Contact Centre Agents and Part 3: Supporting Employees.

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Customer Service Virtual Agent Chatbots Self service 52

Creative Virtual

APRIL 9, 2020

So far in this series we have discussed using chatbots, virtual agents and conversational AI to offer easy-to-use customer self-service (Part 1) and as an Agent Assist tool to support contact centre agents (Part 2). By Chris Ezekiel, Founder & CEO.

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Creative Virtual

APRIL 2, 2020

Advancements over the past several years in conversational AI technologies, including chatbots and virtual agents, have made them a go-to solution for providing cost-effective and easy-to-use support on digital channels. There are lots of published statistics and success stories that prove the business value of this technology.

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Self service Virtual Agent Chatbots Government 52

Creative Virtual

JULY 1, 2021

Whilst chatbots and virtual agents have been around for a long time, it’s relatively recently that they’ve become ubiquitous within the enterprise. I’m very pleased to report that Creative Virtual is stepping forward to lead the way in removing this shroud of mystery around conversational AI pricing.

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Outsource Consultants

FEBRUARY 21, 2024

Some shoppers seek efficiency and self-service through chatbots, while others crave the understanding and empathy only humans can offer. Where AI Triumphs Chatbots: These tireless assistants handle routine inquiries, personalize interactions, and offer 24/7 support. But where exactly do we draw the line?

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TechSee

NOVEMBER 19, 2019

Conversational AI platforms – better known as chatbots – have become the go-to technology for automating and scaling simple customer episodes. Here are some tips to hit that sweet spot. Customers can now use text, voice and images to help a virtual agent understand their problems. The move toward conversational platforms.

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Creative Virtual

OCTOBER 3, 2022

It’s always a challenge to decide which posts to include, but my goal is to select ones on a variety of customer service topics that deliver expert insights, actionable tips, and/or thought-provoking questions. The Generic ‘Chat Now’: Virtual Agent or Live Chat?

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Creative Virtual

MAY 27, 2021

Recently I’ve come across some articles claiming customers, who are increasingly turning to digital channels, hate using chatbots and just want to talk to a human. This highlights a failure in both the development of these chatbot solutions and their implementation as part of a synchronised support strategy.

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Chatbots Virtual Agent Self service Technology 59

Creative Virtual

APRIL 7, 2020

We took a look at some of the benefits of using AI-enhanced chatbots and virtual agents to offer customer self-service. In Part 2, let’s explore how this technology can be deployed as an Agent Assist tool to support your contact centre agents. Reducing AHT but not solving those customers’ issues benefits no one.

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Self service Virtual Agent Chatbots Government 52

3CLogic

MAY 26, 2022

Effective customer experience management empowers your virtual agents to support each customer as an individual. 4 Tips For An Effective Customer Experience Strategy. Keep reading to find out our top tips to reclaim control of the customer experience. Ignoring Customer Needs Isn’t An Option.

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OctopusTech

JUNE 18, 2024

This saves on live agents and speeds up transactions. Use Chatbots for Tier 1 Support AI-powered chatbots can handle straightforward customer queries. This gives agents more time to resolve complex issues that require human insight and judgement. As a result, they can automate simple customer requests.

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Creative Virtual

JANUARY 9, 2020

Just as each company is unique, so should be their chatbot, virtual agent and live chat strategy – there’s no one-size-fits-all approach that guarantees success. The guide includes: Three steps for creating a successful chatbot, virtual agent and live chat strategy.

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Virtual Agent Chatbots Self service Feedback 40

Creative Virtual

JUNE 30, 2022

This enables organisations to connect conversational AI solutions – chatbots and virtual agents – to other digital tools such as CRMs, ticketing systems, forums, voice technologies, payment systems, and live chat to create easy, seamless digital experiences.

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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.

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Creative Virtual

NOVEMBER 6, 2019

He outlined Creative Virtual’s top tips for implementing chatbot, virtual agent and live chat technology. Did you know that Creative Virtual is offering a free workshop to help companies who find themselves in this position?).

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