Building customer relationships with intelligent virtual agents: A framework for humans and machines to work in harmony

Chris Ezekiel, Founder & CEO, Creative Virtual Personalised, consistent and accurate online engagement anytime, anywhere – customers expect it and intelligent virtual agents can deliver it. Yet some organisations still shy away from this technology, worried about losing the human touch, fearful of not being able to control how virtual agents respond to customers, and misunderstanding AI and smart machines. With the contact centre in its current form finished, companies facing a transition to more automation will struggle to build relationships with a new generation of customers. Chris draws on his extensive experience working with enterprises around the world to describe the power of combining virtual and human support.

• Effortless interactions – where and how today’s customers want to engage with brands

• Adaptive learning – why virtual agent technology should use a hybrid approach to self-learning

• Seamless conversations – how virtual and human agents combine for end-to-end customer engagement

• Future proof – what makes virtual agents ready for the future evolution of the customer support landscape

Chris Ezekiel has been working in the world of virtual assistants since 2000 and founded Creative Virtual in November 2003. Employing his technical and entrepreneurial skills, and through the development of the enterprise level V-Person™ technology, he has established Creative Virtual as one of the world’s leading providers of virtual assistants.