Case Study: RSPCA achieves consistent, efficient animal welfare support with Creative Virtual’s V-Person technology

RSPCA - Customer Case Study

The RSPCA worked with Creative Virtual to improve consistency and accessibility of animal welfare advice across its public and internal contact channels. The charity needed a better way to handle growing volumes of inquiries, reduce call waiting times on its 24-hour helpline, and provide accurate, up-to-date information through a more intuitive self-service experience.

Creative Virtual implemented its V-Person virtual assistant with V-Portal content management across the RSPCA website, internal control centre, and later a mobile channel. The solution enabled conversational self-service, smarter internal knowledge access, and centralized content updates, helping the RSPCA reduce advice calls and support emergency response; usage also grew significantly, with conversations up nearly 50% in 2013 and more than 60% in 2014.

RSPCA