Enhancing Customer Self-serve

Context-Aware Escalation for Voice and Digital Channels: Customers will now be prompted by AI agents to provide additional context when they request escalation to a live agent. This boosts containment rates by enabling the bot to resolve more issues independently, while also ensuring agents receive richer context during handoffs.

Transforming Agents into Their Best Versions

Gen AI-Powered Agent Training – now in Voice and Digital: [24]7.ai’s next-gen agent training program empowers trainee agents with unlimited AI-driven practice simulations, enabling them to sharpen their skills across diverse personas, emotions, and real-world scenarios—before even interacting with a live customer. With AI-powered tools like the Smart Rater and Auto Summarizer, trainers can identify individual skill gaps and dynamically tailor learning programs, ensuring each agent receives the personalized support they need to succeed.

• Up to 5x increase in the number of practice sessions
• 20–80% more scenarios and intents practiced during training
• 10–15% improvement in final agent performance scores

Agent Workspace Enhancements: As part of our continued commitment to enhancing agent experience in the [24]7 Assist Omnichannel Console, we’ve introduced new features that keep agents responsive, and supervisors informed.

• Audio Notifications: Agents stay alert with a new soft chime that plays whenever a chat, email, or video session is assigned. This ensures no conversation is missed, even when the console isn’t in focus.
• Queue Visibility: Supervisors and agents can now act faster and smarter with real-time insights into exactly which customers are waiting and in which async queues — directly from the Performance Dashboard.
• Internal Messaging: Agents and supervisors can now communicate instantly through a built-in messaging tool. This streamlines collaboration and removes the need for external chat apps.
• Agent Not Responding (ANR) & Visitor Not Responding (VNR) Timers: Manage concurrency and response times with visual cues for async chat conversations that alert agents when they’ve missed a message (ANR) or when a visitor has gone quiet (VNR).