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Building customer relationships with intelligent virtual agents: A framework for humans and machines to work in harmony

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Building customer relationships with intelligent virtual agents: A framework for humans and machines to work in harmony

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As part of the first Social Robotics & AI conference held in Oxford in September 2016, Creative Virtual's Founder & CEO, Chris Ezekiel, presented a session on intelligent virtual agents during the Customer Relationships stream.

As part of the first Social Robotics & AI conference held in Oxford in September 2016, Creative Virtual's Founder & CEO, Chris Ezekiel, presented a session on intelligent virtual agents during the Customer Relationships stream.

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Building customer relationships with intelligent virtual agents: A framework for humans and machines to work in harmony

  1. 1. www.creativevirtual.com Building customer relationships with intelligent virtual agents: A framework for humans and machines to work in harmony Chris Ezekiel, Founder & CEO @chrisezekiel @creativevirtual
  2. 2. Where and how today’s customers want to engage with brands Effortless interactions
  3. 3. 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.”
  4. 4. 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
  5. 5. Why virtual agent technology should use a hybrid approach to self-learning Adaptive learning
  6. 6. Semantic StatisticalSurveys Feedback Loops Human Curation 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.
  7. 7. How virtual and human agents combine for end-to-end customer engagement Seamless conversations
  8. 8. Live Demo
  9. 9. 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
  10. 10. What makes virtual agents ready for the future evolution of the customer support landscape Future proof
  11. 11. A Conversational Interface with Multiple Applications Understands natural language and takes action
  12. 12. A Little About Creative Virtual Over 12 years of experience in developing Virtual Assistants Headquarters in the UK with operations and partners in the USA, Netherlands, Germany, India, Singapore, Australia, New Zealand and Hong Kong Over 40 implementations answering over 50 million questions per year Successful in all commercial sectors including Financial Services, Telco, Travel, Retail, Local Government & others Solutions for omnichannel engagement across web, mobile, contact centre, service desk, live chat, social media, SMS & IVR Guarantee a minimum of 90% accuracy within 2 months of go live Average contact deflection rates of 20-30% with public facing solutions Average call handling time reductions of 40% with contact centre solutions
  13. 13. Let’s connect! By email: chris@creativevirtual.com On Twitter: @chrisezekiel On the web: www.creativevirtual.com

Editor's Notes

  • http://blogs.forrester.com/kate_leggett/16-01-28-online_self_service_dominates_yet_again_why_its_an_effortless_way_to_get_to_your_answers

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