www.creativevirtual.com

Taking Your Contact Centre Into the Future with EASE

Chris Ezekiel, Founder & CEO

@chrisezekiel @creativevirtual

APAC Customers are Evolving

Increasingly willing to experiment

Reliant on technology

Inclined to integrate digital and physical experiences

Able to handle large volumes of information

Determined to create the best experiences for themselves

According to Forrester, consumers in Asia Pacific are becoming more empowered and changing along five key dimensions:

Source: Forrester, 2016

What do empowered customers want?

EASEeffortless * accurate * seamless * effective

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.”

BEFORE

NOW

LIVECHAT

VIRTUAL AGENT vs.

SINGLE KNOWLEDGEBASEPOWERING BOTHVIRTUAL AGENT &

LIVE CHAT

Live Demos

National Rail Enquiries

Facebook Messenger

E.ON

HSBC Hong Kong

Live Chat

V-Portal

TWC (mobile)

Feedback Loop: Combining virtual & real

Virtual Agent provides content for Live Agents

Live Agents submit real-time feedback on content

V-Portal™ automatically creates change request in workflow

Content team reviews feedback and makes

knowledgebase updates

Team approves and deploys updates across all customer contact channels

Impact of Innovation

ORGANISATIONS:

Reductions of up to 80% in live chat sessions with virtual agent

Average handling time reductions of up to 40%

More engaged, skilled and happier agents resulting in reduced staff turnover

Lower support costs, improved efficiency and increased sales

Unique customer insights

AGENTS:

Complete customer conversation history for seamless handover

Automatically presented with response from virtual agent knowledgebase

Customisable console with real-time feedback loop

Become knowledge experts helping to keep self-service channels up-to-date

CUSTOMERS:

24/7 access to smart self-help

Seamless handover from virtual agent to live chat agent

Access to accurate, consistent and personalisedinformation across contact channels

Convenient and easy support experience

The future of the contact centre is:

A collaboration between contact centre & digital A combination of virtual and real customer support

The future is a blend of AI and human thought

Get in Touch with Me

By email:

chris@creativevirtual.com

On Twitter:

@chrisezekiel

On the web:

www.creativevirtual.com