• October 17, 2012

Creative Virtual Release New KM Solution

Creative Virtual today unveiled V-Portal as a knowledge management solution that simultaneously deploys intelligent virtual assistants across the call center, Web, mobile, and social channels with just a few clicks.

V-Portal manages and curates content based on business line or product area and connects users to Web services via natural language virtual assistants. The virtual assistants can hold personalized customer conversations 24/7, helping organizations build brand loyalty and increase customer engagement.

V-Portal technology provides sophisticated workflow, permission management, and intuitive task controls that support the creation and approval of content. The technology incorporates sophisticated natural language processing to deliver personalized conversations with virtual assistants that have a 90 percent accuracy rate, and call deflection rates of up to 50 percent, resulting in a lower cost per conversation.

"V-Portal enables organizations to create a seamless customer experience by managing content and deploying multichannel virtual assistant technology from a single platform," said Creative Virtual founder and CEO Chris Ezekiel in a statement. "Our customized knowledge management solution is an industry-leading technology that gives our clients a competitive advantage by enabling them to deliver a great online customer experience at low cost, while supporting multiple business goals."

Key V-Portal components include the following: 

  • Multichannel Content Management: V-Portal manages cross-channel content from internal databases, call centers, live chat transcripts, CRM, and business intelligence tools from a single platform, unlocking organizational information silos to access, share, and modify content in real time to optimize customer support.
  • Intuitive Workflow Management: V-Portal's simple drag-and-drop graphical decision tree editor allows for the creation of complex flow charts, which can be customized to provide contextual answers via the Web, smartphones, tablets, game consoles, or social sites like Facebook or Twitter, and published live in minutes.
  • Unique Natural Language Engine: Creative Virtual's unique natural language (NLP) software enables customers to talk to a virtual assistant that can hold entire "real-person" conversations specifically about their issues.
  • Intelligent Reporting and Analytics: The V-Portal reporting dashboard provides valuable insights into customer behavior and interaction via transcripts and survey feedback.

"While knowledge management is critical for a cross section of industries from retail to telecommunications, the features of V-Portal are particularly beneficial for regulated industries like healthcare and finance where a history of changes and an approval flow are mandated," said Richard Simons, CEO of Creative Virtual USA, in the statement. "Our suite of tools creates a unique level of transparency between the company, its departments, and their customers which cannot be duplicated in the market by any other solution."

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