Creative Virtual and TSB Named as Finalists in the 2015 FStech Awards

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Shortlisted entry features the innovative Smart Help solution deployed by TSB and Creative Virtual

2015 FStech Awards

FStech Awards 2015 Shortlist

Improving the customer experience on our website is therefore a key focus area, and working with Creative Virtual has helped us to do that.”

Creative Virtual, a leader in customer experience self-service solutions for global enterprises, is proud to announce the company has been shortlisted for a 2015 FStech Award in the category of ‘Online Technology Provider of the Year’. The FStech Awards programme, now in its 15th year, recognises excellence and innovation in the field of information technology within the UK and EMEA financial services sector. The winners will be announced at a Gala Dinner and Awards Ceremony on 26 March 2015.

Creative Virtual’s shortlisted entry featured the Smart Help solution currently deployed for TSB. TSB’s intelligent virtual agent, powered by Creative Virtual’s V-Person™ technology, has been live on their website since TSB launched in September 2013. In 2014, TSB launched a new version of their Smart Help tool featuring additional integration and functionality to further improve the online customer experience by creating one central system for asking questions. The design of this solution allows for continuous monitoring of the system’s performance and learning from customer feedback, thereby enabling constant improvement of the Smart Help tool. TSB also addressed the growing popularity of mobile devices by working with Creative Virtual to deploy their new virtual agent in an adaptive template.

“It’s great to hear that TSB and Creative Virtual have been shortlisted for the FStech Awards,” said Lorraine Donington, Head of Digital User Experience at TSB. “It’s important to us that people can bank with TSB the way they want to, whether that’s in a branch, on the phone, via an app or online. Improving the customer experience on our website is therefore a key focus area, and working with Creative Virtual has helped us to do that.”

“It truly is an honour to be shortlisted for this year’s FStech Awards,” said Chris Ezekiel, Founder & CEO of Creative Virtual. “We are proud of the work we are doing with TSB to provide innovative online self-service tools for their customers and the role we are playing in helping to deliver Smart Help and an improved user experience across devices.”

With Creative Virtual’s V-Person for Finance solutions, financial organisations can escape traditional bankers’ hours by offering on-demand self-service solutions around the clock and deliver a personalised, customer-centric experience that helps drive brand loyalty.

A full list of shortlisted entries for the 2015 FStech Awards can be found on the FStech website. More information about Creative Virtual’s innovative Smart Help solutions, specifically V-Person for Finance, is available on the Creative Virtual website.

Creative Virtual is a leader in self-service customer experience management solutions for enterprises. Global organisations like HSBC, Verizon, Autodesk, E*TRADE, Lloyds Banking Group, Renault and National Rail Enquiries rely on our technology to optimise their customer support, sales, marketing and call centre teams, reduce costs, increase online sales, and achieve operational excellence across mobile, web, and social media channels. Since 2004, Creative Virtual has built the most advanced technologies in knowledge management, natural language processing, and virtual assistants to help businesses deliver intelligent, personalised customer experiences that reduces email and call volume, builds brand loyalty, and increases customer engagement at a lower cost per conversation. Delivering accuracy of over 90% and call deflection of up to 50%, our platform is the most compelling self-service product in the world today. For more information about Creative Virtual solutions, products and software, please visit our website at

TSB Bank plc is a British bank which provides customers with a range of services and products such as current accounts, savings, credit cards, loans, mortgages and insurance.

With a presence on 631 high streets right across Britain, TSB Bank plc has approximately 8,500 Partners looking after £22 billion on behalf of its 4.5 million customers. Our purpose is to support safe and sustainable economic growth in the surrounding communities, serving only individuals and local business customers.

For further information about TSB Bank plc, please visit our website

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