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. 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
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
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