This document discusses how virtual agents can be used to build customer relationships through intelligent and effortless interactions. It outlines how virtual agent usage has grown significantly from 2012 to 2015 for customer service. The document also advocates for a hybrid approach combining human curation and self-learning to continually improve virtual agent responses. Finally, it describes how virtual and human agents can seamlessly engage customers across channels through a feedback loop.

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. Where and
how today’s
customers
want to
engage
with brands
Effortless
interactions

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

5. Why virtual
agent
technology
should use a
hybrid
approach to
self-learning
Adaptive
learning

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. How virtual
and human
agents
combine for
end-to-end
customer
engagement
Seamless
conversations

8. Live
Demo

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. What makes
virtual agents
ready for the
future
evolution of
the customer
support
landscape
Future
proof

11. A Conversational Interface with
Multiple Applications
Understands natural language and takes action

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. Let’s connect!
By email:
chris@creativevirtual.com
On Twitter:
@chrisezekiel
On the web:
www.creativevirtual.com