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V-Portal Solution overview

V-Portal is a multi-channel knowledge management system utilising natural language technology to power and enable positive customer experiences. Developed by Creative Virtual (in the UK), with V-Portal you can create interactive virtual assistants for web, mobile/tablets, and social media that deliver personalised conversations to your customer 24 hours per day/7 days per week. Through intelligent knowledge management, human moderated AI, drag and drop workflow tools and real-time, actionable reporting, organisations can easily host and nurture customer relationships through a variety of contact points.

Knowledge Management

V-Portal aggregates content from your internal databases, call centres, live chat transcripts and customer experiences which is then used to create customer-specific conversations using natural language with V-Person™ technology. By unlocking silos within your organisation, you can access, share and modify content based on real-time customer interaction data.

  • Integrate with any database, Web Service, CRM or business intelligence platform using Python, our principal scripting language
  • Create content once and publish for web, social media and mobile channels – all from one platform.
  • Built in de-duplication highlights similar content to ensure your data is clean.
  • Categorise content by product, line of business, channel or use case.
  • Design, test and deploy intricate decision trees with drag and drop tools.
  • Create business rules around buyer attributes and configure unique responses.
  • Use categorisations and historical usage to drive proactive suggestions and auto-completions.
  • Ensure accuracy and guard against data loss with automated regression testing, version history and roll back.

Manage Workflow

Intuitive controls in V-Portal help define tasks so you can effectively manage your resources and update content. Tasks are configurable by project and displayed via a dashboard so users can quickly cycle through tasks like approvals and content creation. The audit trail provides strong levels of accountability for content authors and other users of the system.

  • Manage permissions and workflows from content creation, approval, revision through to publishing.
  • Personalise and publish both static and dynamic content.
  • Define role based permissions and create different views based on entitlements.
  • Use built in testing and staging sites to prepare content for publication

Natural Language Engine – advanced NLP software to drive customer conversations.

The virtual assistant gives customers the sensation of communicating with a “real” person who can hold entire conversations. Sophisticated logic and algorithms based on many years of ongoing development, transfers customer queries to the knowledgebase to uncover intent and then return the appropriate answer. These conversations can be delivered through any medium, in any language and customised based on channel and type of user to enable authentic communications. Our technology has a proven accuracy rate of over 90%, making it one of the most trusted NLP applications available to enterprises today.

Being available 24x7x365, WCC customers will be able to get the information they need when they need it rather than being constrained by open hours or traditional search. The opportunity to escalate to a WCC staff member is only a click away for customers and if after hours will result in a call-back using the channel the conversation commenced.

It’s worth noting that:

  • Enterprise clients with mature virtual assistant solutions see containment rates as high as 90%. (Creative Virtual client report)
  • Customers will manage 85% of their enterprise relationship without interacting with humans by 2020. (Gartner)
  • Between 2012 and 2018, virtual agent use increased 82%. (Forrester)
  • A virtual agent improves average handle time (AHT) by 25-40%. (Creative Virtual client report)
  • Customers who start and end service requests using digital channels have a satisfaction rate 19% higher than those using traditional channels. (McKinsey)

Combining enhanced digital interaction with Robust Reporting & Analytics (which will Improve your results instantly, with real-time, actionable reporting on customer satisfaction) and Comprehensive Management, Support & Training (In-house, managed service, or a combination of both), V-Portal will put you in control of managing and delivering a 21st Century Customer Experience.

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