News : NIBC Direct Launches Virtual Assistant in Dutch Language
London, UK, Nov 13, 2013 -- Creative Virtual, a provider in customer experience self-service solutions for global enterprises, announces the results of NIBC Direct’s implementation of a virtual assistant powered by Creative Virtual’s V-Person™ technology. NIBC Direct provides consumer banking services in the Netherlands, Germany and Belgium. Backed by a strong customer service policy that is highly focused on providing a superior customer experience, NIBC Direct selected Creative Virtual as their vendor of choice.
"We pride ourselves on providing superior customer service to our customers, but we needed a solution that could streamline our call centre operations while extending our service model online," says Sabine Struijk, NIBC Direct’s Client Contact Manager. "With Creative Virtual, we found a full service, self-help solution that could answer customer questions around the clock, provide the ability for our agents to focus on higher end tasks and lower our operational costs without sacrificing quality. Moreover, unlike other vendors, we could program our virtual assistant to intelligently talk to our customers in Dutch using natural language."
"NIBC Direct’s virtual assistant implementation provides solid evidence as to how virtual assistants enhance customer service channels without compromising the experience," says Chris Ezekiel, Founder & CEO of Creative Virtual. "This is particularly important for financial institutions who have large contact volumes that span multiple channels and where instant 24/7 service is critical to growth and operational efficiency. Moreover, this launch showcases how virtual assistants can expand global footprints by providing an efficient way to provide native language support to customers worldwide."
Posted by Veronica Silva Cusi, news correspondent
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About Creative Virtual:
Creative Virtual is an established provider of Virtual Agents (VAs) with over 40 deployments of our V-Person™ product. Our clients include HSBC, Intuit, Verizon, CA Technologies, E*TRADE, Lloyds Banking Group, O2 and Virgin Media. A V-Person is capable of holding conversations with digital users in real time, 24/7. For users it means the sensation of communicating with a 'real' person, able not only to answer their questions, but also to understand the context of those questions and even hold entire conversations. Our solution can be used for the purposes of customer support, sales, marketing or call center assistance. The solution is optimized to reduce the number of clicks a user has to make to get to their solution.
Published: Wednesday, November 13, 2013