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Chatbots & Your Customers: A Realistic Look at Using AI & Machine Learning
1. www.creativevirtual.com
Chatbots & Your Customers:
A Realistic Look at Using AI & Machine Learning
Chris Ezekiel, Founder & CEO
@chrisezekiel @creativevirtual
6. Gartner predicts
by 2022:
72%
of customer interactions will
involve an emerging technology
such as machine-learning
applications, chatbots or mobile
messaging, up from 11% in 2017.
Source: Gartner, 2017
7. Where and how do today’s customers
want to engage with brands?
8. Meet customer expectations with chatbots
Anytime,
Anywhere
Seamless,
Effortless
On Any Device
Native Language
Personalised
9. Customers want instant answers
Source: Morar Consulting, 2016
69% of consumers reported
they would choose to interact with a
chatbot before a human because
they want instant answers
10. Live Demos
National Rail Enquiries (Web, Contact
Centre, Facebook, Facebook
Messenger)
InterContinental Hotels Group
(Facebook Messenger)
HSBC Hong Kong (Multi-lingual)
Chase (Personalisation)
V-Person Live Chat™
11. 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
Headquarters in the UK with operations and partners in the USA, Netherlands, Germany, India, Singapore, Australia, New Zealand and Hong Kong
Successful in all commercial sectors including Financial Services, Telco, Travel, Retail, Local Government & others