Customer experience software firm [24]7.ai has announced enhancements to its Engagement Cloud suite of conversational AI services.
Designed for experts and non-experts alike, the suite allows for the design of customer service-optimising self-serve interfaces. The software’s latest release includes three new apps: [24]7 Active Share, which enables agents to deliver visual content during calls; [24]7 Voices, an AI-powered automated interactive voice response solution; and [24]7 Journey Analytics to better understand how customers interact and identify any issues.
Also included was neural text-to-speech functionality, enabling companies to integrate chatbots into their interactive voice response systems and seamlessly update prompts. Voice biometrics has also been included as part of a speaker authentication and verification system.
“Since the initial release of [24]7.ai Engagement Cloud, companies have accelerated their digital transformation initiatives,” said Lisa Matherly, Vice President of Marketing for [24]7.ai. “We’ve added even more capabilities and enhanced performance, empowering companies to offer the best possible experiences for both their customers and their agents.”
AI Assistance for Agents
The company’s [24]7 Assist feature now includes Agent Assist AI, with automated responses based in natural language available for agents to deploy.
The update also features a number of new integrations, including [24]7 Assist for the Salesforce CRM. Available in the Salesforce App Exchange, the product allows for customer interaction and records updating from a single UI. There’s also new integration with the Google Contact Center AI product within Agent Assist, giving agents “next-best response” recommendations and analysing customer data in real time to address customer concerns.
“[24]7.ai Engagement Cloud™ represents a giant leap forward in customer engagement capability with remarkable new self-serve tools, giving our customers a single point of control to create and manage human and bot interactions across digital and voice channels,” the company said. “Since the September launch of [24]7.ai Engagement Cloud, we’ve seen our first customer deployments of [24]7.ai Engagement Cloud, with massive reductions in deployment time and in the time and effort it takes to tune and optimize bot performance and containment rates. [24]7.ai Engagement Cloud delivered on our promise to give you better results with dramatically less effort.”
