Creative Virtual

FEBRUARY 7, 2023

Back in 2013, V-Person technology became the first virtual agent offering to implement personalization – a recognition acknowledged both by the Patricia Seybold Group in their 2014 technology review and by the analysts at Gartner when they named Creative Virtual a 2015 Cool Vendor in Smart Machines.

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

DMG Consulting

JANUARY 19, 2025

Customer-facing self-service conversational AI (CAI) systems, which are generative AI (GenAI)-enabled intelligent virtual agents, have reached a maturity level at which they can and should increase self-service (voice and digital channel) automation rates while improving the CX.

Contact Center 48

Contact Center Virtual Agent Self service Best practices 48

SmartAction

JANUARY 25, 2019

AI Self-Service Solutions Demonstrate Their Impact. This is no less true in the pursuit of an improved CX, where advanced speech recognition capabilities have finally allowed contact centers to access the vast cognitive abilities that Artificial Intelligence (AI) self-service has to offer. 5% fewer calls to live agents.

Virtual Agent 45

Virtual Agent Self service Healthcare Contact Center 45

SmartAction

SEPTEMBER 16, 2020

Our virtual agents consistently outperform live agents on CSAT scores simply because they just need to be trained once to deliver a perfectly trained agent experience. What are the types of applications/calls that make the best use of AI self-service? There are often good reasons for live agent transfers.

Virtual Agent 88

Virtual Agent Self service outsourcing Call flow 88

Comm100

DECEMBER 16, 2024

Understanding Customer Service Automation Customer service automation is the use of technology to simplify and improve how businesses assist their customers. Another key feature of customer service automation is self-service options. Request a demo today Request Demo 3.

Customer Service 52

Customer Service Chatbots Omni-channel support Self service 52

SmartAction

MAY 9, 2019

This is the fourth of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. Read Part 1 , Part 2 , and Part 3 first! Building in Silos.

Self service 44

Self service Virtual Agent Contact Center Best practices 44

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. About SmartAction. Related Links www.smartaction.ai

Virtual Agent 57

Virtual Agent Self service Enterprise SaaS 57

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. The partnership is already creating interest in the marketplace, with the companies currently collaborating on several projects. About Spitch.

Virtual Agent 59

Virtual Agent Self service Banking Chatbots 59

SmartAction

FEBRUARY 13, 2024

Businesses who thrive at building robust, complete customer journeys harness the power of automation to build self-service solutions in their order management strategy. Personalization and Relevance Creating a personal touch in your order management virtual agent can significantly enhance customer experience and engagement.

Best practices 65

Best practices Management Virtual Agent Chatbots 65

AWS Machine Learning

MARCH 29, 2024

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. The bots can answer FAQs, provide self-service experiences, or triage customer requests before transferring to a human agent.

Cloud contact 124

Cloud contact Contact Center Chatbots APIs 124

Calabrio

MARCH 25, 2025

Its no wonder, then, chatbots are becoming an increasingly popular feature of the customer service landscape. AI-driven assistance means customers can enjoy 24/7 support, faster response times, and immediate access to self-service. However, this doesnt mean chatbots are foolproof.

Chatbots 52

Chatbots Analytics Contact Center Quality management 52

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. The partnership is already creating interest in the marketplace, with the companies currently collaborating on several projects. About Spitch.

Virtual Agent 52

Virtual Agent Self service Banking Chatbots 52

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. They used their existing virtual agent implementations both to analyse customer needs and deliver 24/7 support for better customer service.

Customer Service 52

Customer Service Virtual Agent Chatbots Self service 52

Netomi

OCTOBER 25, 2021

According to one review , this feature makes an impact: “the built-in intelligent routing ensures appropriate customer-to-agent fit and automates ticketing queues to reduce resolution time 2. Leveraging the Zendesk platform, you will never lose a request as each ticket, regardless of channel, is entered into a queue for agents to pick up. .

Chatbots 85

Chatbots Enterprise Virtual Agent Self service 85

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.

Virtual Agent 52

Virtual Agent Customer Experience Chatbots Self service 52

Creative Virtual

AUGUST 20, 2020

At Creative Virtual, the team has been working hard to help our customers with their challenges related to delivering quality customer and employee self-service as information and needs change quickly. To help relieve pressure from live agents, they began to proactively direct customers to self-serve through their virtual agent.

Virtual Agent 52

Virtual Agent Government Chatbots Self service 52

DMG Consulting

JANUARY 7, 2022

Intelligent virtual agents (IVAs) represent the future of omnichannel self-service, a new standard of voice and digital self-service in a channel-optimized format. Real-time analytics encompasses a highly diverse group of technologies and applications. Final Thoughts.

Contact Center 48

Contact Center Self service Virtual Agent Analytics 48

Inbenta

JUNE 2, 2021

In multinationals, where teams can often be dispersed over numerous countries and time zones, there is also an increased need for HR teams or proficient self-service capabilities to be available 24/7 to assist whenever an employee may need their help. Benefits of HR automation.

Chatbots 83

Chatbots Self service Virtual Agent Morale 83

Creative Virtual

JULY 22, 2020

For example, those with existing virtual agents or chatbots were able to relieve pressure from their contact centre by proactively encouraging customers to self-serve. Branded virtual agents around the world saw a massive spike in usage during the first half of the year, further proof of the importance of digital customer care.

Virtual Agent 52

Virtual Agent Self service Surveys Customer centricity 52

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.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

Creative Virtual

OCTOBER 4, 2021

At the end of the day, customer service is all about people helping people – whether that’s designing self-service tools or answering calls in the contact centre. To help with that selection process, analyst group ISG evaluated 19 conversational AI vendors based on the depth of their service offerings and market presence.

Customer Service 52

Customer Service Virtual Agent Chatbots Self service 52

NICE inContact

SEPTEMBER 11, 2018

The study analyzed the impact of moving to the cloud for several companies, including fashion retailer TechStyle Fashion Group. Founded in 2010, as TechStyle Fashion Group expanded and added new brands to its portfolio, customer service infrastructures were siloed – no overarching system supported synergy between brands.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

SmartAction

OCTOBER 19, 2022

Call centers must adapt to changing client demands for self-service by giving their chatbots new features and capabilities. TechStyle Fashion Group group used virtual agents in voice and chat rather than allocating internal staff and resources to creating and maintaining their own conversational chatbot.

Chatbots 52

Chatbots Virtual Agent Interactive Voice Response Self service 52

CSM Magazine

JUNE 12, 2020

Stakeholders—internal or external persons, companies, or social groups—have a vital interest in a company’s actions, policies, and objectives. When integrated with bots and virtual agents, AI can vault support services beyond scripted responses to assist with resolving more complex customer issues in call centers or support departments.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52

Nicereply

JANUARY 4, 2023

Let’s go into 5 ways you can provide and maintain excellent customer service and reduce your support expenses at the same time. Get the most out of self-service and AI solutions. Pandemic-driven self-service and AI adoption continue to grow. For basic issues, most consumers would prefer self-service options.

Customer Service 59

Customer Service Self service Chatbots Surveys 59

Netomi

AUGUST 31, 2022

If you have a high cost per ticket, or notice that it is increasing, you’ll need to look for ways to bring efficiency to your group. This could come in the form of new training and employee performance review, a need to review systems used like agent desk platforms or the need to adopt new technologies. Yes, that’s right.

Metrics 75

Metrics Customer Service Virtual Agent Average Handle Time 75

SmartAction

SEPTEMBER 14, 2020

Our virtual agents consistently outperform live agents on CSAT scores simply because they just need to be trained once to deliver a perfectly trained agent experience. What are the types of applications/calls that make the best use of AI self-service? There are often good reasons for live agent transfers.

Virtual Agent 45

Virtual Agent Self service outsourcing Call flow 45

SmartAction

OCTOBER 8, 2018

The good news for you is that there is a better way: outsourcing all your voice and chat automation needs to cloud-based virtual agents powered by conversational AI and designed by CX experts. Building Customer Loyalty through Low-Effort Automated Customer Service. Why Choose SmartAction?

Call Center 40

Call Center Virtual Agent Chatbots Self service 40

DMG Consulting

FEBRUARY 7, 2023

It means that customers who were verified in a self-service solution must be “re-verified” if they transfer to a live agent. Or if a customer is transferred from one agent who verified them, they must go through the verification process again when they speak to a second agent.

Contact Center 48

Contact Center Interactive Voice Response Self service Virtual Agent 48

Playvox

JANUARY 13, 2022

The second group of megatrends is technology related. This includes contact centers, which quickly implemented new technology to support remote agents and provide new ways for customers to get help. Getting Technology Right. The pandemic caused most businesses to accelerate the implementation of digital solutions.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Creative Virtual

DECEMBER 13, 2018

It’s been another exciting year not only for Creative Virtual as a company, but also for the virtual agent, chatbot and live chat industry, with lots of new developments and innovation. This was the fourth time a group of runners from Creative Virtual did a 10k in support of the RSPCA.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

SharpenCX

AUGUST 1, 2022

Now, through inbound/outbound omnichannel, customers can text, video call, email, interact on social media, and more to receive speedy service. And agents have the same capabilities. They’re also able to help customers faster with things like self-service options, automations, and precision-routing.

Contact center software 67

Contact center software Contact Center Self service Virtual Agent 67

DMG Consulting

AUGUST 2, 2017

In this age of digital transformation, customers and prospects must be able to easily access an enterprise from any channel – phone, self-service (websites, interactive voice response (IVR) systems, intelligent virtual agents (IVAs)), email, chat, co-browse, SMS, social media and video.

Interactive Voice Response 96

Interactive Voice Response Contact Center CRM Virtual Agent 96

Creative Virtual

DECEMBER 11, 2019

2019 was another busy and exciting year for Creative Virtual and the chatbot, virtual agent and live chat industry. We continued our five-year-long celebration of our Queen’s Awards for Enterprise: Innovation 2017 as we also celebrated the 15th anniversary of Creative Virtual. You can read the full article here.

Virtual Agent 40

Virtual Agent Chatbots Best practices Benchmark 40

Creative Virtual

JANUARY 7, 2020

Those lyrics popped into my head as I contemplated the sixteen years I’ve spent growing Creative Virtual since founding the company in London’s East End. I’m most proud of building a successful, world-leading company over a sustained period of time with an amazing group of people and keeping our independence along the way.

Virtual Agent 40

Virtual Agent Chatbots Enterprise Banking 40