Did you know?
78%
of millennial customers change providers after one poor customer experience
77%
of organisations say customers are willing to pay more for convenience
91%
of customers are more willing than ever to switch brands if unsatisfied
Overview
Conversational AI
Conversational AI (also referred to as chatbots or virtual agents) are increasingly being utilised by organisations to improve their support experience, reduce costs, increase sales and build brand loyalty.
When it comes to developing and implementing this technology in the customer and employee experience space, there are some common goals: high accuracy in recognition, low levels of maintenance, and freedom from the fear that irrelevant, unsanctioned or inaccurate content will be delivered.
NEC’s Conversational AI (CAI) is powered by Creative Virtual, who are recognised by Frost & Sullivan as a world leader in virtual agent, chatbot, and live chat solutions.
The solution adopts a hybrid approach that brings together humans and artificial intelligence (AI), allowing the chatbot or virtual agent to continually improve based on the way it is being used while also enabling organisations to maintain control over the reliability of responses.
Conversations across touchpoints in a seamless, personalised way.
Why NEC?
NEC has been building, installing, monitoring and managing customer experience platforms for Australian customers for over 25 years. From out-of-the-box to fully customised solutions, we’ve delivered 800+ contact centre management solutions and service 13,000+ contact centre seats.
With a proud 50 year history of supporting Australian businesses, our professional and managed service capabilities set us apart. Our highly-skilled teams take an in-depth look at your requirements and design the right technology fit to produce genuine business outcomes.
CAI can be delivered as a standalone solution or it can integrate with NEC’s CX portfolio - fitting within the NEC service framework to provide peace of mind to customers that they will be supported by our safe pair of hands.
Lower cost to serve. Improved customer experience.
Capabilities
Improved CX
A high level of accuracy in recognition, low levels of maintenance.
Rapid deployment
Small solutions without integration can be deployed within a couple of weeks.
Integration
SSO, CRM and other personalised account information to provide personalised responses.
Leading technology
Named the Product Leader in AI-Enhanced Customer Self-Service by Frost & Sullivan.
Multi-channel
Deployed via web, mobile, social, messaging platforms, SMS, contact centre, service desk, live chat, IVR and voice assistants.
Human involvement
V-Person can be integrated with NEC’s live chat system to provide seamless escalation from virtual to live agent.
Process automation
Allows for management of permissions and workflows from content creation, approval, revision through to publishing.
Machine learning
Hybrid approach to self-learning, combining human input with machine learning to create efficiency and predictability for all.
Components
V-Person (Virtual Agent)
Improve customer and employee experience by providing a high level of accuracy in recognition, low levels of maintenance, and a method of QA by feeding authorised, relevant, and accurate information during transactions.
At a glance:
- Deploy across any channel, including web, mobile, social media, messaging apps, voice, IVR, smart speakers, kiosks, contact centre, HR, and service desk
- Capable of customer facing and agent assist application by providing your employees the self-service tools they need to solve problems and find information anytime, anywhere
- Flexible integration options and unlimited customisation by channel, product, business unit, user profile and device
- Unique hybrid approach of natural language processing (NLP) and machine learning for continuous improvement and reliability
- Over 35 languages currently available
- Options for hosting on-premise, in the a secure public cloud and in a private cloud
V-Person Live Chat
Empowers organisations to deliver a fully integrated support experience by combining self-service virtual agents and human-assisted live chat.
At a glance:
- Integration with the same knowledgebase as virtual agent
- Leverage enterprise knowledge management solutions such as NEC’s Knowledge Management
- Integration with social media platforms such as Twitter, support communities and discussion forums
- Improve online customer service and deflect calls from the contact centre by offering customers an easy and convenient way to self-serve
- Unique feedback loop allows live chat agents to help improve the virtual agent
- Uses its own chat engine and not reliant on 3rd party CX systems
V-Portal
A knowledge management, workflow management and business intelligence reporting platform that backs all of our virtual agent/chatbot and live chat implementations.
At a glance:
- Identify gaps in content and obtain key metrics on call deflection, containment/first contact resolution, conversions, and satisfaction rates for each interaction in real time
- Bring together content sources and AI systems
- Manage the intents
- Blend together natural language processing (NLP), human curation of content, artificial intelligence (AI) and machine comprehension
- Create seamless, personalised conversations customised by channel, product, business unit, user profile and device
- Set customisable user permission and workflow settings for the creation, approval and publishing of content
- Generate and analyse conversational analytics and user feedback data and reports
Insights
Is the CX Maturity Framework still relevant in 2024?
Challenging the CX Maturity Model with AI
Is Knowledge Management the key to customer and employee satisfaction?
Customers
UK Government Department
See how this large Government Department in the United Kingdom uses Creative Virtual’s V-Person™ virtual agent to deliver personalised self-service that is reducing internal service desk support costs and improving employee productivity.
REST
See how Australia’s largest superannuation fund uses Creative Virtual’s V-Person™ virtual agent to increase customer engagement, provide 24/7 support in their channel of choice, and to better understand the customer experience.
Solutions
Cloud Transformation
Map your cloud journey from risks to workloads
CX Plus Contact Centre
Cloud native built on a market-leading contact centre platform
Knowledge Management
Find answers fast for confident employees and happier customers
UCB Contact Centre
On-premise solutions for local councils and small business
