Here’s a product evaluation of V-Person, the virtual agent offering of Creative Virtual, a privately held supplier that was founded in 2003 and is based in London, UK, with offices in the U.S., India, the Netherlands, and Australia. This report updates our September 19, 2012 evaluation. Since that time, Creative Virtual has made significant, attractive, and very useful improvements to V-Person. Personalization is the most significant, most attractive, and most useful set of capabilities.
Personalized Customer Service
Creative Virtual takes the familiar rules-based approach to personalization, matching customer profile attributes with attributes of knowledgebase answers. V-Person is the first virtual agent offering to implement personalization. This is a big step forward for virtual agent technology and a big step for customer service.
As we stated in our report, virtual agents that can deliver personalized customer service are especially attractive for account management scenarios in financial services, government, healthcare, telecommunications, and travel. JP Morgan Chase Bank is the first user of V-Person’s personalization.