[24]7.ai Unveils Engagement Cloud - Industry's First Fully Integrated Conversational AI Platform for Businesses and System Integrators Based on its Proven Voice and Digital Platforms
SAN JOSE, Calif., Sept. 15, 2020 /PRNewswire/ -- [24]7.ai, Inc., a recognized global leader in conversational AI, today announced the [24]7.ai Engagement Cloud, the industry's first integrated suite of conversational AI services designed to power both voice and digital interactions. With the release of Engagement Cloud, IT and CX leaders and their teams can rapidly diagnose customer intents and build, automate, monitor and optimize customer service and sales journeys through intuitive, self-serve interfaces and tools that empower both experts and non-technical users.
Consumers today expect businesses to communicate with them in their channels of preference, understand their intent, and seamlessly blend technology with human insights to provide personalized customer experiences. Using the [24]7.ai Engagement Cloud, it is now possible to deliver on those expectations.
Engagement Cloud Key Benefits:
-- Integrated Architecture - Allows AI solutions to be built once and
deployed across all channels, including search, web, messaging, and
voice, removing effort and increasing deployment speed. Self-service
tools enable users to configure agents, add channels, and build simple
FAQs and complex transactionsal sales and service journeys, all through
a single intuitive interface. AI tools allow experts and non-experts to
learn customer intents and tune natural language models to improve
performance.
-- Differentiated Messaging Experience - Engagement Cloud supports both
synchronous and asynchronous messaging and integrates with all leading
messaging applications, including Apple Business Chat, Facebook
Messenger, Google's Business Messages, and WhatsApp. A customer may
begin an interaction with either a bot or a human and the Engagement
Cloud seamlessly orchestrates the best end-to-end messaging experience,
either synchronous or asynchronous, as the conversation demands. The
customer may step away from that conversation and return to it at a
later time or continue the conversation in a different channel, without
losing context and history.
-- AI Assisting Agents - Agent Assist AI feature provides real-time,
contextual and brand curated support to agents responding to customers
to improve experience and reduce handling time.
-- Market-Leading Conversational AI - [24]7 AIVA (conversational AI engine)
uses the industry's most advanced and proven techniques to uniquely
understand intent and learn from every interaction. Using natural
language processing, AIVA suggests responses to human agents based on
consumer intent, and creates feedback loops for humans to train the AI.
AIVA also supports unsupervised learning, with automated intent
discovery and the ability to monitor conversations to suggest new
intents. AIVA powers voice interactions with Voice Biometrics and Neural
Text-To-Speech. AIVA can also integrate with models from IBM Watson,
Google Dialogflow, and Google TensorFlow through open APIs.
-- Deep Insights - A completely intuitive environment provides insights
into the performance of the solution and features industry-specific
out-of-the-box dashboards, streaming analytics, and multiple ways for
business leaders to customize reports using their own parameters.
Dashboards may be built via an exploratory interface or integrated
within a company's own BI systems via APIs.
Fully Integrated Customer Experience Suite
The [24]7.ai Engagement Cloud includes a rich set of proven services, each of which may be activated separately:
-- [24]7 Answers - With [24]7 Answers, businesses can not only provide a
search experience but also turn an FAQ into a conversational system
within seconds, deployed as either a bot experience or search
experience.
-- [24]7 Assist - Designed by agents, for agents, this agent console
integrates AI and human insights to handle both synchronous and
asynchronous conversations. With asynchronous messaging, conversations
can be routed to a specific agent. A key capability, the Lead Console,
enables team leads to perform key monitoring tasks and take corrective
actions in real-time.
-- [24]7 Active Share - Through Active Share, visual sharing may be added
to enable agents to provide rich interactive visual content in card form
for customers to see something or understand how they work.
-- [24]7 Conversations - Built on the [24]7 AIVA conversational AI
technology, Conversations is designed for multi-turn and transactional
digital and voice conversations. A new enterprise-grade conversation
builder enables rapid deployment of conversational journeys, usually
within days.
-- [24]7 Journey Analytics - Journey Analytics provides insights into
customer journeys in order to optimize service and sales journies and
improve customer experience with visual root cause analysis
-- [24]7 Target - Using the power of big data and machine learning, Target
delivers highly personalized content and creative across multiple
devices and channels, in real time, to improve ad engagement and
conversation lift.
-- [24]7 Voices - Using the power of natural language, businesses can use
Voices receive calls and automate responses to reduce contact center
load.
-- Platform Services - Underpinning the entire Engagement Cloud, Platform
Services include an intent discovery tool, which uploads conversations
between agents and customers, and uses deep learning algorithms to
quickly provide insights into customers' top intents, in order to
determine which journeys to automate. An intuitive dual interface AI
model management environment enables analysts and data scientists to
fine-tune conversational models.
New services will be continually added.
"Engagement Cloud is the culmination of more than 20 years of customer service experience, established, enterprise-grade products, and AI innovation to deliver a game changing platform" said Rohan Ganeson, Chief Operating Officer at [24]7.ai. "With this update, we not only provide a solution for businesses to rapidly roll out service and sales automation and processes, but also provide a platform for system integrators to build CX practices that delivers value to multiple clients."
[24]7.ai has been recognized as a leader in numerous analyst reports including The Forrester New Wave(TM): Conversational AI for Customer Service, Q2 2019, The Forrester New WaveTM: Digital-First Customer Service Solutions, Q2 2020, The Ovum Decision Matrix: Selecting an Intelligent Virtual Assistant Solution, 2020-21, and the Opus Research's Decision Makers' Guide to Enterprise Intelligent Assistants report.
For more information about [24]7 Engagement Cloud, please visit https://www.247.ai/products/engagement-cloud.
Follow us on Twitter: @24_7_inc and LinkedIn: https://www.linkedin.com/company/24-7-ai
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About [24]7.ai
[24]7.ai is redefining the way businesses interact with consumers. Using artificial intelligence and machine learning to understand consumer intent, the company's technology helps businesses 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.ai 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.ai
[24]7 and [24]7.ai are trademarks of [24]7.ai, Inc. All other brands, products or service names are or may be trademarks or service marks of their respective owners.
Contact:
Ian Bain
VP Communications
Ian.bain@247.ai
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