Mobile devices are playing an increasing role in the lives of millions of people across the world, across all generations. As more and more online technologies deploy into the mobile realm, Virtual Agent technology is following this trend. Apple’s implementation of Siri, the voice-to-text virtual assistant feature they have added to the iPhone 4S, opened the world’s eyes to mobile virtual agent technology. Android also has added Vlingo, a similar feature that combines voice-to-text and voice recognition technology with its powerful “intent engine” to help users complete their desired action.

There are several key factors that make Creative Virtual’s mobile Virtual Agent an excellent online customer service solution:

• It provides an immediate response to a customer’s inquiry. Creative Virtual’s conversational transaction processing provides them with a straight forward answer to their question, instead of multiple and often confusing search results to choose from.
• Transactions take place in a conversational style similar to Instant Messaging, which is a familiar interface to mobile users. Transactions require fewer clicks to complete and this leads to a quicker answer.
• It makes excellent use of the restricted real estate on a mobile device, making it easier for the user to navigate and view what they need.
• It provides easy escalation to Live Chat or Call Back in the same window if the Virtual Agent cannot provide an answer, so the user doesn’t have to navigate elsewhere on the website for further assistance.
• The HTML5 interface runs across all mobile platforms without the need for specific apps.

Creative Virtual developed their mobile Virtual Agent device strategy with these needs in mind. Existing natural language processing is re-used, so implementing mobile content is simple, efficient and easy to maintain.

The integration with the mobile platform our strategy offers make it possible to locate nearby services easily (bank branches, doctors’ offices, etc.). The system is also able to easily provide customer specific account information (e.g. “What is my account balance?” or “What are my outstanding orders?”). Creative Virtual’s mobile Virtual Agent technology is easy to scale, with a low cost per conversation.

As opposed to using specific apps, which can be expensive to create and maintain, Creative Virtual uses a simpler method of deploying their mobile V-Person that is just as effective: a browser interface that runs across all mobile platforms. The browser takes advantage of specific device features on mobile devices and is easy to use. This is made possible by the use of HTML5, an emerging web standard that offers a device and manufacturer independent path.

Creative Virtual has implemented a mobile virtual agent browser version of ‘Ask Verizon’, which in 2010 brought on a dramatic increase in traffic for Verizon. The mobile version of Verizon’s V-Person is closely integrated with their backend systems, allowing users to find both general information, such as payment locations, and specific account information, such as their current balance. Many people are checking their account information and making payments while on the go.

About Creative Virtual Ltd:
Creative Virtual has over 10 years experience working with virtual assistant natural language web applications. In that time the company has built more than 100 solutions for brands including Lloyds Banking Group, HSBC, ASDA, O2, Verizon and Intuit. The V-Person solution that they have evolved over these years, together with their delivery and on-going maintenance methodologies, make it one of the most compelling web self-service products in the world today.

More information about Creative Virtual and their V-Person solution can be found online at http://www.creativevirtual.com.

Published on: 10:23AM on 12th December 2011