Date post: | 09-Jan-2017 |
Category: |
Technology |
Upload: | creative-virtual |
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www.creativevirtual.com
Building customer relationships with intelligent virtual agents:A framework for humans and machines to work in harmonyChris Ezekiel, Founder & CEO @chrisezekiel @creativevirtual
Where and how today’s customers
want to engage
with brands
Effortless interactions
Growing usage of virtual & real support
2012 2015
Virtual Agent 28% 58%
Live Chat 43% 65%
Source: Forrester, 2015
“Customers increasingly leverage self-service and digital channels for customer service because these channels offer the least amount of interaction friction.”
Gartner Predicts
By 2020, 25% of customer service and support operations will integrate virtual customer assistants technology across engagement channels (currently 10%).
Source: Gartner, 2016
Why virtual agent
technology should use a
hybrid approach to self-learning
Adaptive learning
Semantic
StatisticalSurveys
FeedbackLoops
HumanCuration A hybrid approach
of human curation of content and self-learning enables the system to continually improve while also allowing control over the reliability of virtual agent responses.
How virtual and human
agents combine for end-to-end customer
engagement
Seamless conversations
Live Demo
Feedback Loop: Combining virtual & real
Virtual Agent provides content for Live Agents
Live Agents submit real-time feedback on content
V-Portal™ automatically creates task in workflow
Content team reviews feedback and makes
knowledgebase updates
Team approves and deploys updates across all customer contact channels
What makes virtual agents ready for the
future evolution of
the customer support
landscape
Future proof
A Conversational Interface with Multiple ApplicationsUnderstands natural language and takes action
A Little About Creative VirtualOver 12 years of experience in developing Virtual AssistantsHeadquarters in the UK with operations and partners in the USA, Netherlands, Germany, India, Singapore, Australia, New Zealand and Hong KongOver 40 implementations answering over 50 million questions per yearSuccessful in all commercial sectors including Financial Services, Telco, Travel, Retail, Local Government & othersSolutions for omnichannel engagement across web, mobile, contact centre, service desk, live chat, social media, SMS & IVRGuarantee a minimum of 90% accuracy within 2 months of go liveAverage contact deflection rates of 20-30% with public facing solutionsAverage call handling time reductions of 40% with contact centre solutions
Let’s connect!By email:[email protected]
On Twitter:@chrisezekiel
On the web:www.creativevirtual.com