As part of The Forum's Customer Strategy and Planning 2016 conference, Creative Virtual's Founder & CEO, Chris Ezekiel, showcased the award-winning combination of knowledge management and intelligent virtual assistants through a series of live demonstrations.

1. www.creativevirtual.com
Technology Showcase
Knowledge Management & Virtual Assistants
Chris Ezekiel, Founder & CEO
@chrisezekiel @creativevirtual

2. 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, 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

4. “The Innovation Award for Sustainable Culture
was awarded to Motability Operations, whose
approach to knowledge management builds trust and
supports effective conversations, getting it ‘right first
time’, optimising call length and – above all – helping
advisors give customers confidence.”
Motability Operations - ‘Ask Mo’
2015 Customer Contact
Innovation Awards
Ask Mo: how knowledge gives
confidence with customers

5. Growing Customer Expectations
Customer expectations continue to increase as they
continue to be empowered by new technologies.
Source: Gartner, 2014

6. Knowledge Management is Key
• Eliminate departmental &
information silos
• Manage all content from one
platform
• Easily identify gaps in information
• Create customer-specific
conversations for virtual & live
agents
• Deliver consistent messages
across channels

7. Emerging Trend: Combining virtual & real
• Integration options for a seamless
handover
• Content feedback loop combined
with workflow functionality
• Consistency across contact
channels

8. Live Demos
V-Person™ in Action:
National Rail Enquiries
E.ON
Autodesk
RSPCA
Chase
Live Chat
Mobile
V-Portal™ in Action:
Workflow
Decision Trees
Business Intelligence reporting

9. V-Person Contact Centre™
 Reduce average call handling
times by up to 40%
 Increase first contact resolution
 Drastically reduce training time
required to make an agent
100% efficient
 Integrate with processes and
systems already in place
 Keep content accurate with a
feedback loop in line with
industry best practices
 Create consistency from all
agents across contact channels
Combines natural language virtual assistants with a
powerful knowledge management platform to achieve top
customer and employee satisfaction scores

10. Get in Touch with Me
By email:
chris@creativevirtual.com
On Twitter:
@chrisezekiel
On the web:
www.creativevirtual.com