[24]7.ai’s Winter 2018 Release enhances the company’s flagship product [24]7 AIVA, to support both informational and conversational journeys in a single solution. This enables enterprises to handle everything from simple queries to complex interactions. The company also announced that it has more than 150 patents and patent applications, and [24]7.ai Virtual Agents handled more than 200 million inquiries in 2017, a 50 percent increase over the previous year.

“Fifty percent growth in the number of conversations with virtual agents attests to a dramatic rise in popularity of intelligent virtual assistants,” said Dan Miller, Lead Analyst at Opus Research. “[24]7.ai established a leadership position by demonstrating the ability to support natural, yet automated interactions at scale.”

Until now, enterprises looking for comprehensive virtual agent solutions have had to settle for either an informational virtual agent or a conversational one. While some questions have only one right answer, complex customer interactions require a more sophisticated conversational approach. [24]7 AIVA delivers the right solution for each journey, and automates interactions through cognitive capabilities that provide “near-human” experiences. [24]7 AIVA can leverage the same natural language understanding, predictive models, business rules and content across both voice and digital channels. Additionally, [24]7 AIVA can connect to enterprise systems in order to personalize responses and resolve customer issues quickly without requiring a human agent.

“Customer interactions are becoming more and more complex, so we have designed AIVA to handle the broadest possible range of customer engagements,” said Scott Horn, chief marketing officer of [24]7.ai. “Companies can start by automating simple FAQs and bridge to more complex transactions that utilize conversational AI to provide experiences that emulate your best human agents. As the only company whose solution works across both voice and digital channels, we are seeing a spike in interest, signing up clients at a record pace and expect a significant increase in automated interactions by the end of the year.”

In addition to the next generation of [24]7 AIVA, the Winter 2018 Release includes the following enhancements:

  • Integration with Leading CRM and Help Desk Apps – [24]7.ai will now deliver out-of-the-box integrations to more than 20 leading CRM and Help Desk applications such as Microsoft Dynamics and Salesforce. [24]7.ai can rapidly integrate the [24]7 Platform and its suite of products to the leading enterprise cloud applications through a single, uniform API.
  • Improved Reporting and Tools – New and improved enterprise tools put business users in control. Content Manager allows users to create, organize and publish both knowledge base and virtual agent content. Modeling Workbench allows developers and data scientists to create, test and tune natural language models used to predict intent. Enhanced enterprise-grade analytics deliver valuable insights into customer experiences that identify “hot spots” for immediate action, measure customer interaction containments and put information to work in order to create an effortless customer experience.

“Our AI research and development continues to pioneer new customer engagement capabilities for consumers and enterprises,” said Patrick Nguyen, chief technology officer of [24]7.ai. “These advances are reflected by a track record of industry-first technologies and patents.”