Competing on the customer experience playing field
Businesses that are serious about customer experience are committed to assembling the best team to execute their strategy and deliver tangible business value. They are shying away from companies offering a jack of all trades value proposition and instead are adopting an approach that sees them partnering with domain experts.
Having identified the best experts in their field, organisations are bringing the individual domain elements together, onto a single neutral platform, to work in harmony within the parameters of their business and operating environments. It is no surprise that when the best talent, with the highest levels of expertise, are brought together organisations are getting the best results.
Conversational AI expertise
The attention AI has attracted over the past few years has been staggering. This focus has been all consuming by the media. The appetite from all industries to know more about and better understand AI and investigate ways to use AI to improve their business success is a constant task driven from the top.
This unrelenting focus and hunger to adopt AI has, however, brought with it many organisations and unverifiable experts that are doing a disservice to the possibilities and promises of AI. This is most stark in the field of conversational AI where many organisations are making claims about their conversational AI capabilities; offering chatbots, voicebots and digital assistants that are extremely basic and vanilla-looking and offer limited to no value, and with no correlation to the brand. In many instances they are inflicting reputational damage.
Domain focus
An interesting analogy relayed in a customer meeting recently brings to light the issue with adopting solutions from organisations that dabble outside their core. The question of whether you would want an orthopaedic surgeon to operate on your brain, or a physiotherapist to take out your appendix was posed. Unsurprisingly there were resounding no’s from around the table. Being an expert in one field doesn’t automatically qualify you for another.
In business it is the same. For example, a CRM provider is an expert in this domain. Bolting on a chatbot or voicebot to the CRM will not be of an enterprise level standard with the expected personalisation, security, content management, accuracy controls and compliance that are entry level capabilities.
All day every day
At Creative Virtual, our 60+ dedicated team spend all day every day focused on conversational AI. This is our speciality and focus. We understand conversational AI, we understand the ecosystems in which it works and the integration requirements, for example into CRM systems. But we are not CRM experts and would not add on CRM to our offering because it is not our expertise.
We understand how to build, integrate, and deploy conversational AI solutions, make use of the best and most advanced technologies, and align to the compliance, risk, and legislative requirements at organisational and country levels.
We do not dilute our focus by trying to be ‘all things’. We are highly qualified and have over two decades of experience on conversational AI. We lead the industry, understand the complexities, and have the technical expertise to create and build chatbots and voicebots that are near to indistinguishable from human interactions.
V-Studio
Our technology agnostic platform enables organisations to have a truly integrated ecosystem that can bring together multiple, discrete, and siloed data sources into a single library. The platform allows for full and total control over all content output, both curated and generative, and gives organisations independence in terms of the large language models, applications, and tools that they want to use.
The platform enables the API economy giving organisations the autonomy they want. Importantly they can assemble the best of bread domain experts, choose the technology that will best meet their needs, and be confident all will interact seamlessly providing the best possible customer experience.
Conversational AI for customer experience
Organisations serious about customer experience and want their customer engagement to be of the highest quality, reflective of their brand personality and meet customers on their terms should ask their conversational AI provider to show the following capabilities of the solution:
- Human control of AI
- Custom conversation flows
- Efficient user intent understanding
- Maintaining conversation context in complex, multi-thread conversations
- Customisable UI to reflect branding and personality and up-dateable for seasons, campaigns etc.
- Text, rich media (including diagrams, images, and video) and voice responses
- Unlimited knowledgebase capacity and custom conversation flows
- Knowledge management workflows blending human and machine generated content with the required safeguards
- Training of data based on user interactions, with options to decide if tool will ‘learn’ automatically
- Self-service possibility with resolution, together with escalation to live agent agents
- Multiple channel integration with channel specific customisation of content – and seamless switching between channels
- Pre-built integrations with major systems, platforms, and technologies
- Authentication for personalisation
- Reporting dashboards – standard and customisable
- Expert team focused on constant solution improvement and innovation
