PRESS RELEASE: Creative Virtual has recently made their natural language virtual agent technology, V-Person, available within Facebook Messenger. This new integration empowers organisations to utilise their existing self-service knowledgebase to provide consistent, personalised engagement through Facebook’s popular chat platform.
The increasing popularity of chatbots, messaging platforms, SMS and other social communications is changing the nature of conversations and how customers want to engage with brands. The expert team at Creative Virtual closely monitors these trends and the evolution of potential new customer engagement touchpoints in order to provide organisations with cutting-edge Smart Help solutions. With this new integration, Creative Virtual adds Facebook Messenger to their list of customer support channels which already included web, mobile, SMS, social, IVR and contact centre.
Powered by Creative Vitual’s award-winning customer engagement platform, V-Person for Facebook Messenger provides users with instant, 24/7 access to information and support through a natural language dialogue. Consistency is maintained through the use of one common knowledgebase for all customer contact channels. Answers can be customised by channel in order to optimise the experience, and users can be seamlessly escalated to a live chat agent within Messenger with their conversation history being passed from virtual to live agent. The flexibility of Creative Virtual’s technology enables integration with any live chat product on the market today, as well as integration with other instant messaging platforms such as WeChat.
“By integrating our innovative customer engagement platform with Facebook Messenger and other messaging and live chat platforms, we aim to empower organisations to provide customers with a personalised, consistent support experience on the channels they prefer,” said Chris Ezekiel, Founder & CEO of Creative Virtual. “Using the same knowledgebase across both self-serve and human-assisted support channels gives organisations the peace of mind that customers are receiving reliable answers no matter how they engage with their content.”
Creative Virtual’s multi-lingual platform can understand new text terminology, abbreviations and acronyms as well as emoji symbols which further enhances the customer experience over channels such as Facebook Messenger. Our technology is designed to be complementary to the systems and processes organisations already have in place, eliminating the need for lengthy or expensive development projects.