At the 2017 HKCCA International Symposium in Hong Kong, Chris Ezekiel (Founder & CEO of Creative Virtual) presented 'Taking Your Contact Centre Into the Future with EASE'. He explored best practices for combining virtual and real support by bringing together chatbots and virtual agents with live chat.

1. www.creativevirtual.com
Taking Your Contact Centre
Into the Future with EASE
Chris Ezekiel, Founder & CEO
@chrisezekiel @creativevirtual

4. 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

5. What do empowered customers want?
EASE
effortless * accurate * seamless * effective

6. 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.”

7. BEFORE
NOW
LIVE
CHAT
VIRTUAL
AGENT vs.
SINGLE
KNOWLEDGEBASE
POWERING BOTH
VIRTUAL AGENT &
LIVE CHAT

8. Live Demos
 National Rail Enquiries
 Facebook Messenger
 E.ON
 HSBC Hong Kong
 Live Chat
 V-Portal
 TWC (mobile)

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 change request
in workflow
Content team reviews
feedback and makes
knowledgebase updates
Team approves
and deploys
updates across
all customer
contact channels

10. 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
personalised
information across
contact channels
 Convenient and easy
support experience

11. The future of the contact centre is:
 A collaboration between contact centre & digital
 A combination of virtual and real customer support

12. The future is a blend of AI
and human thought

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