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:chris@creativevirtual.com

On Twitter:@chrisezekiel

On the web:www.creativevirtual.com