Why oh why
The exasperated pleas from customers and employees, no matter the industry or role they work in, often starts with … “I just want to …” followed by:
- Get an answer to my question
- Re-arrange a delivery
- Cancel an order
- Make a booking/reservation
- Find information on ..
- Pay for…
- Check a balance…
- Change …
- See what I am entitled to
The list goes on. These pleas are always communicated with a sigh and a sense of frustrated resignation that it is going to be quite the rigmarole, and a rather tiring time is ahead if they are to find a resolution.
In short, customers and employees want to get information and/or carry out tasks immediately, easily, and directly. The best experiences are those that deliver on the convenience, personalisation and immediacy demands of today’s consumer. Being directed from pillar to post, put on hold, told to call back, or being placed in a queue are no longer tolerated.
V-Studio and V-Intelligence: creating better experiences
Correct answers real-time, first time. Seamless payments. Personalised recommendations. Immediate responses. Action-based tasks completed then and there. Updates reflected straight away. Receive exact information.
All of this is possible thanks to conversational AI solutions that use the latest technology and a modern platform that can orchestrate and manage all types of complex and sophisticated interactions.
Creative Virtual’s V-Studio platform, powered by its V-Intelligence layer is home to conversational AI solutions for industries such as retail, telecommunications, financial services, healthcare, education, and government services, amongst others.
Our platform has elevated the role of the chatbot and voicebot. Both are now hyper-intelligent and highly capable in every aspect of brand interaction and engagement; from answering basic or advanced specialist questions, engaging in multi-topic conversations, processing payments for purchases, providing recommendations or professional advice, and even remembering and referencing earlier conversations.
Organisational intelligence ecosystems and chatbots
Businesses today are connected to more business and operations applications and platforms, have access to more data, and must operate faster and smarter than ever before. How, why, when and where a company uses technology is becoming the critical driver of differentiation and market advantage. Putting customers first by meeting their needs in terms of product design and development, customer service standards, and brand positioning and engagement makes for the best possible experience. Experience drives the loyalty, advocacy, and profitability that every organisation strives for.
The use of chatbots and voicebots as an integral tool seamlessly connected to an organisation’s intelligence ecosystem is delivering new levels of business value – financially, operationally, and socially. Created with brand personality and voice alignment, full compliance, and highest levels of security, these chatbots and voicebots have levels of intelligence, speed of execution and learning capabilities that are beyond the possibilities of humans.
There is a warning. The approach to conversational AI must be structured, considered and with clear goals and deliverables. A chatbot and voicebot for the sake of it, and to tick a box, will not deliver the business value that a fully integrated, intelligent, multi-purpose chatbot or voicebot will. Chatbots that can intelligently figure out whether curated or generative AI content is better, adapt to a specific channel and the person at the other end, and are learning from every interaction must be the standard modus operandi for all conversational AI solutions.
When considering your conversational AI partner, take a deep dive into the conversational AI capabilities and controls of their platform, ask for a demonstration, and speak with customers making use of their chatbots and voicebots.
