Creative Virtual Introduces V-Person Live Chat™ for a Fully Integrated Customer Support Experience

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Company combines virtual and real support in a live chat solution that is defining industry best practice

V-Person Live Chat is defining industry best practice through the tight integration of a single knowledgebase, unique feedback loop and customisable workflow provided by Creative Virtual’s customer engagement platform.

Creative Virtual, a world leader in self-service customer engagement solutions, has announced the official launch of V-Person Live Chat. This newest addition to Creative Virtual’s suite of Smart Help solutions empowers organisations to deliver a fully integrated customer support experience by combining self-service virtual agents and human-assisted live chat.

“Live chat is a popular option for online customer service, and we have many years of experience integrating our V-Person virtual agent technology with other live chat systems,” said Chris Ezekiel, Founder & CEO of Creative Virtual. “That experience inspired us to develop our own live chat product because we saw a huge opportunity for organisations to benefit from a deeper blending of the two technologies. V-Person Live Chat is defining industry best practice through the tight integration of a single knowledgebase, unique feedback loop and customisable workflow provided by Creative Virtual’s customer engagement platform.”

Creative Virtual’s solution seamlessly escalates customers from virtual agent to real agent with a complete history of their conversation being passed to the live chat agent. As customers continue to ask questions, V-Person Live Chat automatically presents live agents with the response found in the virtual agent knowledgebase. Agents then have options to reply with the answer as it appears, send an edited version or type in their own response. The customisable console also gives them options to provide real-time feedback and suggestions on content.

V-Person Live Chat is backed by V-Portal™, Creative Virtual’s innovative knowledge management, workflow management and business intelligence reporting platform. When live chat agents submit feedback on content, a change request is automatically created in V-Portal as part of the workflow so suggestions can be reviewed and updates easily deployed across all contact channels. Live chat agents can help keep content accurate and consistent for both virtual and live agents just by doing their normal jobs.

V-Person Live Chat also integrates with social media platforms such as Twitter, support communities and discussion forums to provide a central console for all live agent interactions. Options are available for the solution to be hosted on-premise or in the cloud, and to be deployed as a fully managed service or managed in-house.

For more information about this industry-defining solution, download the V-Person Live Chat Overview.

ABOUT CREATIVE VIRTUAL

Creative Virtual is a world leader in self-service solutions that enable anywhere, anytime customer engagement between brands and their customers. Leading global organisations including Lloyds Banking Group, Time Warner Cable, HSBC, Verizon, Chase, InterContinental Hotels Group, Autodesk and Tesco rely on our award-winning V-Person technology to improve their customer support experience, increase sales, reduce costs and build brand loyalty.

Backed by an experienced, expert team as well as an extensive partner network, our innovative virtual agent, knowledge management and business intelligence platform empowers organisations to provide customers with consistent, accurate, personalised and seamless omnichannel engagement across web, mobile, social, SMS, contact centre, service desk, live chat and IVR channels. Delivering significant contact deflection and reductions in average call handling times, as well as increased first contact resolution, together with powerful customer analytics and outcome tracking, the V-Person Smart Help platform is the most compelling self-service product in the world today.

Creative Virtual is headquartered in the United Kingdom with operations in the United States, the Netherlands, Australia, New Zealand, India, Singapore and Hong Kong. For more information about Creative Virtual and V-Person technology, please visit our website at http://www.creativevirtual.com.

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