[24]7.ai Launches Upgraded Conversational AI Capabilities

Customer experience software firm [24]7.ai has announced new enhancements for its omnichannel conversational AI capabilities. 

The company’s [24]7.ai Engagement Cloud platform features a range of applications for digital and voice interactions. 

New features include low-code self-serve features, as well as the introduction of the [24]7.ai Learning Center, which is intended to help clients learn about the platform’s feature set for both virtual and live agents. 

Also added was a no-code interface for designing and deploying bots, including personalisation features based on channel, user profile and history of communication. Bots are then able to be deployed across channels. 

Other features include: 

• Edge conversational AI for agents working from home, with continuous monitoring and real-time alert functionality 
• A real-time system for compliance audits and workspace monitoring 
• Intelligent routing to reduce customer wait times and maximise agent utilisation 

The news comes just as the company issued research showing a hap between business and consumer perceptions of customer experience, finding that customer experience had not significantly improved since 2020, and many digital transformations have stalled. 

“Without a doubt, as customer expectations rose during COVID-19, companies became frustrated,” said Cory Good, SVP, Digital Transformation Strategy for [24]7.ai. “This report features several actionable recommendations to help companies bridge the gap with consumers.” 

Back in May of this year, the company debuted new enhancements to its Engagement Cloud suite of conversational AI services, including neural text-to-speech functionality and voice biometrics. 

“Since the initial release of [24]7.ai Engagement Cloud, companies have accelerated their digital transformation initiatives. We’ve added even more capabilities and enhanced performance, empowering companies to offer the best possible experiences for both their customers and their agents,” said Lisa Matherly, Vice President of Marketing for [24]7.ai, at the time.