Why humans and machines are better together
In the realm of customer service, we often think of agents and automation as having distinct workflows. Advances in AI have made it possible for machines to do many things that humans simply can’t, but good customer experience will always have people in the process—whether an agent is the preferred channel or a customer is escalated to one when automation gets stuck. That’s why at 7.ai, we don’t believe the two should be separate. We use AI to deliver state-of-the-art automation as well as to support our agents in every interaction. To deliver the satisfying experiences that consumers today expect, we combine human and artificial intelligence to play to the strengths of each, control costs, and make interactions better—for customers, for agents, and for your business.
While many vendors specialize in either one or the other, 7.ai has deep expertise in both agent-side success and AI innovation. We’ve been running contact centers for over 20 years, so we understand what people need to do their best work. Our industry-leading AIVA technology is built on this understanding. AIVA combines the best deep learning and natural language processing (NLP) abilities with our patented intent prediction to guide conversations at each step. AIVA supports agents in the background of every interaction to make them more productive and create consistency across channels. And we use agent responses to AI interactions to update AI models in real time for consistently better customer experiences. When agents and AI work together, everything just works better.