SAN JOSE, Calif. — [24]7, a global leader in intent-driven customer experience solutions, announced the availability of [24]7 AIVA, an AI-powered Virtual Agent that empowers enterprises to build once and deploy across any self-service channel. Built on [24]7’s common technology platform for both self-service and assisted channels, [24]7 AIVA enables companies to better anticipate and act on consumer intent across channels, in order to provide a more personalized, predictive and effortless customer experience.
Customer journeys take place across both voice and digital channels and often include both self-service and assisted service. [24]7 uses artificial intelligence to break down the siloes between these channels, empowering businesses to deliver enhanced automation that results in faster resolution of consumer queries. With a common language and intent model across speech and digital channels, [24]7 AIVA can be built once and deployed anywhere, including web, IVR, messaging platforms (e.g. Apple Business Chat and Facebook Messenger), and SMS. This provides businesses with the unparalleled opportunity to meet their customers’ needs no matter how or when they choose to interact.
“We’ve designed AIVA to perform as well as a company’s best human agent,” said Scott Horn, chief marketing officer of [24]7. “With [24]7 AIVA, businesses can predict what customers are looking to do, and deliver the best resolution. Consumers can begin a conversation through self-service, and complete the transaction with a live chat agent who has context of the previous conversation. The ability to use channels interchangeably, pick up where they left off, and never have to start over, results in a superior customer experience.”
Smart Interactions Based on Understanding Consumer Intent
[24]7 AIVA enables intelligent, two-way interactions for both voice and text channels, and features the following capabilities:
In addition to the general availability of [24]7 AIVA, the [24]7 Summer Release 2017 includes the following enhancements:
For more information about [24]7 AIVA, please visit: https://www.247-inc.com/sites/default/files/asset-downloads/aiva-from-automating-human-agents-to-humanizing-automation.pdf
For more information about the [24]7 Summer Release, please visit: http://www.247-inc.com/summer-release-2017
About [24]7
[24]7 is redefining the way companies interact with consumers. Using artificial intelligence and machine learning to understand consumer intent, [24]7’s technology helps companies create a personalized, predictive and effortless customer experience across all channels. The world’s largest and most recognizable brands are using intent-driven engagement from [24]7 to assist several hundred million visitors annually, through more than 1.5 billion conversations, most of which are automated. The result is an order of magnitude improvement in digital adoption, customer satisfaction, and revenue growth. For more information, visit: http://www.247-inc.com.
[24]7 is a registered trademark of 24/7 Customer, Inc. All other brands, products or service names are or may be trademarks or service marks of their respective owners.
Contact
Brian Blank
One Chocolate
415-989-9803
247-inc@onechocolatecomms.com
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SOURCE [24]7