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. Organisations with an existing self-service solution have a definite advantage.

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Self service Virtual Agent Chatbots Best practices 52

Interactions

JANUARY 21, 2025

Heres how an Intelligent Virtual Agent (IVA) that blends technology with the human touch can deliver the personalized, caring support your customers crave when the next crisis hits. Direct them to self-service options that provide information tailored to each customers location, such as real-time status updates and safety tips.

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Interactive Voice Response Chatbots Virtual Agent Government 62

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. They also give organisations the opportunity to get self-service projects both deployed and performing well quickly.

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Self service Virtual Agent Chatbots Government 52

Creative Virtual

APRIL 21, 2022

Here are a few questions to ask about your customer service to help make it more pleasant than cleaning a toilet: Do you make it easy for customers to reach your contact center? Self-service options like chatbots and virtual agents are increasingly preferred by customers, but they can’t – and shouldn’t!

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Customer Support Interactive Voice Response Virtual Agent Contact Center 105

SmartAction

OCTOBER 2, 2018

Electrolux, the 2nd largest home appliance manufacturer in the world who sells under a variety of brand names worldwide like Frigidaire and AEG, made the transformation to AI-powered virtual agents six months ago to automate more in their contact center. 14% of callers request a live agent transfer. 9% of callers hang up.

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Virtual Agent Average Handle Time Contact Center outsourcing 48

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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aircall

DECEMBER 30, 2016

A virtual call center will also allow your team to work remotely. Virtual agents can be hugely advantageous to a call center especially a fledgling one. Don’t neglect your remote agents , if they exist. Last, but certainly not least, your call center will need agents to man its stations. Internal communication.

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Call Center Virtual Agent virtual call center CRM 97

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.

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Self service Interactive Voice Response Virtual Agent Benchmark 54

SmartAction

NOVEMBER 22, 2023

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. 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.

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Contact Center Interactive Voice Response Virtual Agent Management 91

Creative Virtual

APRIL 7, 2020

In Part 1 of this series , I talked about the immense pressure organisations are under to deliver quality service and support over digital channels during this period of coronavirus-related quarantines, lockdowns and stay-at-home orders. Agents have access to a virtual agent that understands questions asked in natural language.

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Self service Virtual Agent Chatbots Government 52

Creative Virtual

MAY 4, 2021

Your chatbot or virtual agent should be designed to create a better experience by providing quick, easy support. Creating a 20/20 Vision for Your Employee Self-Service Strategy – Includes three steps and examples of conversational AI use cases for a customized employee support strategy.

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Virtual Agent Chatbots Self service Contact Center 95

Creative Virtual

SEPTEMBER 24, 2019

For as long as virtual agents and chatbots have been used by companies to provide customer self-service, they have been criticised for removing the human touch from interactions and taking away the opportunity to build an emotional connection with customers. By Mandy Reed, Global Head of Marketing.

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Self service Virtual Agent Chatbots Best practices 40

aircall

DECEMBER 30, 2016

A virtual call center will also allow your team to work remotely. Virtual agents can be hugely advantageous to a call center especially a fledgling one. Don’t neglect your remote agents , if they exist. Last, but certainly not least, your call center will need agents to man its stations. Internal communication.

Call Center 88

Call Center Virtual Agent virtual call center CRM 88

SmartAction

DECEMBER 3, 2020

From answering symptom-related questions or how to care for potentially infected family members, virtual health agents are helping to deflect calls from inundated contact centers by enabling patient self-service. More importantly, patients have quick access to information and self-service options whenever they need it.

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Virtual Agent Healthcare Self service APIs 76

SmartAction

OCTOBER 26, 2023

Virtual health agents are now stepping in to address queries related to symptoms or the care of potentially infected individuals, thereby reducing the strain on overwhelmed contact centers and enabling patient self-service. Virtual agents offer an additional advantage to healthcare providers – cost savings.

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Healthcare Interactive Voice Response Virtual Agent Self service 69

TechSee

NOVEMBER 19, 2019

The main purpose of the traditional IVR system is to act as a self-service option that enables customers to help themselves to quick solutions, while increasing the containment rate by avoiding transfers to live agents, thereby freeing them up to handle more strategic or complex enquiries. Press 2 to speak to a representative.

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Interactive Voice Response Self service Abandon Call Virtual Agent 19

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. When you read Maria’s tip, you might think that structuring the chatbot’s answers in that way should be common sense. It sounds so logical.

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Chatbots Virtual Agent Self service Marketing 59

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.

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Virtual Agent Customer Service Chatbots Self service 52

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

3CLogic

MAY 26, 2022

Effective customer experience management empowers your virtual agents to support each customer as an individual. On the other hand, contact centers with more siloed customer service management processes will see their disadvantages compound every year. 4 Tips For An Effective Customer Experience Strategy.

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Interactive Voice Response Customer Experience Management Journey mapping 52

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? This requires courage – customers will speak their mind! –

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Customer Service Virtual Agent Self service Chatbots 52

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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Customer Experience Virtual Agent Chatbots Interactive Voice Response 40

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. Intelligent Virtual Agents (IVAs): These dynamic conversationalists guide customers through self-service options, making the process smoother and more intuitive.

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Creative Virtual

JANUARY 13, 2022

For years automated self-service tools like chatbots and virtual agents have been criticised as being a cold and impersonal way of supporting customers. Many companies have found their virtual agent solutions to be a lifesaver for both their customers and their business over that time.

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Virtual Agent Self service Chatbots Accountability 52

Creative Virtual

OCTOBER 4, 2018

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. Happy Customer Service Week! They are missing a chatbot.

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Chatbots Contact Center Virtual Agent Coaching 56

SmartAction

DECEMBER 12, 2023

With our conversational AI platform and our proprietary intent-building process, we’ve cut virtual agent design and deployment time by 85%, offering our clients not just speed, but unparalleled efficiency and effectiveness. Faster deployment times, tailored AI solutions, and proactive monitoring are just the tip of the iceberg.

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industry standards Customer Service Automotive Virtual Agent 79

Creative Virtual

FEBRUARY 24, 2022

All of these scenarios provide a frustrating, negative self-service experience. They often lead to an escalation to a live chat session or a call to the contact centre for resolution, meaning your support agents are left to deal with the immediate impacts of that poor experience.

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Chatbots Self service Virtual Agent Accountability 59

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.

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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.

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Virtual Agent Chatbots Technology Personalization 52

OctopusTech

JUNE 18, 2024

This is why you should pay agents fairly based on skill level and experience to avoid excessive churn. Eliminate Unnecessary Calls Improve self-service options on your website so customers can find answers without calling in. For that, you should offer virtual agents or community forums to deflect calls.

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Call Center Interactive Voice Response Real estate First call resolution 62

Creative Virtual

MAY 13, 2021

Within many companies, the digital customer service experience has evolved slowly and separately from other pieces of the support puzzle, such as the contact centre. For many years, when having a static set of FAQs on a website was enough for online self-service, organisations could get away with that siloed approach.

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Virtual Agent Self service Telecommunications APIs 52

Creative Virtual

MAY 27, 2021

However, when you delve into the real reasons behind these claims, you realise that it’s not the automated self-service tool that customers hate but rather the poor experience that some of them are delivering. Rachel F Freeman, a conversational AI expert, started working with chatbots and virtual agents in 2000.

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Chatbots Virtual Agent Self service Technology 59

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.

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Customer Service Virtual Agent Chatbots Self service 52

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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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.

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Creative Virtual

JULY 27, 2022

These solutions include both tools designed specifically to support agents as well as customer-facing tools that create easier digital self-service. Offering 24/7 intelligent self-service options to customers alleviates pressure on busy contact centres by reducing the number of incoming contacts.

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Self service Chatbots Virtual Agent Surveys 52

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.

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