[24]7 Introduces AI-Powered Virtual Agent (AIVA)



[24]7, a provider of customer experience solutions, today introduced [24]7 AIVA, an artificial intelligence-powered virtual agent that empowers companies 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 anticipate and act on consumer intent across channels.

[24]7 uses artificial intelligence to break down the siloes between channels. 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.

"We've designed AIVA to perform as well as a company's best human agent," said Scott Horn, chief marketing officer at [24]7, in a statement. "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."

[24]7 AIVA enables intelligent, two-way interactions for both voice and text channels, and features the following capabilities:

  • Single language and intent model across channels, allowing interactions to draw from the same business logic, application logic, and back-end integration capabilities with enterprise systems (e.g. CRM, billing systems);
  • Ability to understand vague intents;
  • Predictive modeling based on 1.6 billion customer interactions, to identify models of customer intent specific to each industry;
  • Conversational design using natural language understanding built on Microsoft Deep Neural Network technology to improve recognition of native speakers by two to four points and for non-native English speakers by up to 26 percent; and
  • Continuous improvement through advanced machine learning techniques based on real-world voice and digital interactions.

In addition to the general availability of [24]7 AIVA, the [24]7 Summer Release 2017 includes the following enhancements:

  • [24]7 Active Share - This online canvas enables phone agents to share visual experiences with callers. With this release, [24]7 Active Share now lets agents detect web presence so they can know when someone is online and share information to their desktop via a feature called Active Cards, without the need to send an invite. The Visual Content Composer tool helps build these Active Cards in minutes.
  • [24]7 Chat – [24]7 Chat uses intent-driven engagement and predictive analytics. With this release, [24]7 Chat is now tightly integrated with [24]7 AIVA. Additionally, a new Chat widget enables integration into any third-party desktop.