Creative Virtual is very pleased to announce that its V-Person™ technology is powering the largest installation of a natural language self-help system in the financial services industry today.
The V-Person system provides personalized answers to logged-in customers based on the services and products that they use. The system provides answers to the bank’s customers live, while reporting Voice-of-the-Customer feedback to the bank in real-time. This functionality is made possible by V-Portal™, Creative Virtual’s proprietary knowledge management system that enables answers to be personalized for each user based on their profile.
“This has been a really great project to implement; V-Portal has made it possible for us to provide personalization and a high level of accuracy and customer satisfaction.” Paulo Barrett Vice President Services, Creative Virtual USA said.
The system was deployed with Creative Virtual ’s Financial Services template, which is based on over 3000 questions commonly used in the industry. Creative Virtual also has similar templates for other vertical markets, based on proven customer data.
Creative Virtual’s V-Person enables customers to talk, type and tap to get personalized answers in any channel. Creative Virtual offers a multi-modal interface with speech-to-text natural language processing built in. V-Portal, the knowledge management system provides a combination of structures for products/services/channels, natural language tools, graphical Dtree editor, release management, workflow, and real-time Voice-of-the-Customer reporting.
About Creative Virtual
Creative Virtual is a leader in self-service customer experience management solutions for enterprises. Global organizations like HSBC, Verizon, CA Technologies, E*TRADE, Lloyds Banking Group, Renault and National Rail Enquiries rely on our technology to optimize their customer support, sales, marketing and call center 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, personalized 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%, 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 http://www.creativevirtual.com.