Agenda
• Introduction
• Overview of the solution
• Real-life examples
• Back-end (statistics etc.)
• Advanced functionality
• Implementation methodology
• Success criteria
• Q&A
• 15 years of experience in developing Virtual Assistants
• UK and US Operations
• Successful in all commercial sectors, from Financial Services to Retail
• Partners include KMP
Creative Virtual
• Natural Language Dialogue– Rule-based artificial intelligence engine– Keeping context of the conversation– Increasing levels of interactivity
• Emotions– Developing a relationship with the user– Providing a ‘sticky’ web experience– Humanising the Internet
• Integration– Full integration of front and back end
• Simple update process– The Editor– No technical skills required– Easy production & maintenance of the knowledge base
What is a Virtual Assistant?
Accuracy
Successful Transactions (Creative Virtual)
89%
90%
91%
92%
93%
94%
95%
96%
Apr-06 May-06 Jun-06 Jul-06 Aug-06 Sep-06 Oct-06 Nov-06 Dec-06
Lloyds TSB
British Telecom
One Railway
Teletext Holidays
Sharp Electronics
Sky TV
Direct Line
National Rail Enquires
Legal & General
Alliance & Leicester
Mortgage Brain
Birmingham Midshires (HBOS)
Renault
Motability
“It feels like we're getting an insight into the people not the clicks.”
“We searched the market and decided that the Creative Virtual solution was the best tool to help us improve the customer experience.”
LloydsTSB
Creative Virtual's comprehensive reporting system allows Teletext to review customer conversations with Jodie and so "get into their customer's head" to improve their understanding of customer requirements and provide more tailored services.
The ability to capture user data makes Jodie more than just a fantastic 24/7 customer assistant - it makes her a valuable marketing and research tool which allows Teletext to stay in touch with their customers.
Teletext Holidays Commercial Director Matt Cheevers
BT’ s “Emma” reduced calls to Service Centres by over 400,000 on 1.3M conversations
BT
Some customers quotes….
Creative Virtual’s innovative online reporting tools, BotStats, allow
you to:
• Gain an insight into your customers’ information requirements
• Gather demographic data of your web users
• Learn how satisfied your customers are
• BotStats are downloadable in MS Excel format, enabling you
to create effective management reports within seconds
• By exporting BotStats in XML format, you can import and
display the online statistics in any format of your choice
Understand your customers better!
Advanced functionality
• User interface
• Escalation to a real person
• Form filling
• Sales & Marketing
• Mobile
• Voice
Creative Virtual’s implementation methodology consists of 4 Phases:
• Quick StartUsing the Virtual Assistant as an Intelligent FAQ system including natural language recognition and links to appropriate web pages
• Rapid Update CycleUsing the Virtual Assistant reporting tools (BotStats) to enhance the natural language recognition capabilities and FAQ’s
• Advanced Conversation and IntegrationDevelopment of conversational trees and full integration into the enterprise – by allowing your Virtual Assistant to take a more sophisticated customer service and sales role
• MaintenanceCreative Virtual’s update process is flexible enough to fit in with our existing workflows and systems, keeping the maintenance lean and efficient
Our project methodology
Success criteria
• Fast implementation (6-8 weeks)
• Focus on usability and accessibility
• Guarantee 90%+ accuracy
• On-going maintenance
• Call/email reduction
• Increase in sales
Results
Major success story
Targets were set well above industry norms
Achieved within 10 weeks
Call centre volume reduced by 400,000
on 1.3M conversations (annualised)
Ask Emma - Accuracy
0.0%
20.0%
40.0%
60.0%
80.0%
100.0%
120.0%
26/0
5/20
06
26/0
6/20
06
26/0
7/20
06
26/0
8/20
06
26/0
9/20
06
26/1
0/20
06
26/1
1/20
06
26/1
2/20
06
26/0
1/20
07
Ask Emma accuracy actual Ask Emma accuracy target
Emma safety net (lower is better)
0.0%
5.0%
10.0%
15.0%
20.0%
1 6 11 16 21 26 31 36
Emma safetynet (lower isbetter)
Q&A
• The best tool to for developing Virtual Assistants
• Encourages use through being conversational, fun, helpful, informative and quick (with clear escalation where necessary)
• Personality for the website (encapsulating brand values etc.)
• Large authoring community (and most experienced)
• Experienced in usability
• Market driven
• Convergence of mobile, iTV, computing and communication systems
• Voice recognition
Product & Technology – “best-in-class”
Experience
Future
Q&A
Questions?
