Since the September 2020 launch of our industry-leading Conversational AI platform, 7.ai Engagement Cloud™, our development team has hewed to an aggressive product release cycle. Each release delivers innovation and builds on our mission: Make it easy for our customers to transform customer experience with artificial intelligence and human insight (AI + HI).
We want to take a moment to sincerely thank our global, cross-functional teams for their immense resiliency and agility. Under very challenging circumstances, they’ve made it possible for us to regularly deliver remarkable platform updates.
Today we are excited to share some of the compelling features in the 7.ai Engagement Cloud May release.
Drive effective marketing campaigns and customer care conversations, increase conversion rates, reduce calls, lower operational costs, and create rich conversation experiences. The 7 Assist™ Outbound Messaging widget, integrated in the 7 Assist agent console, enables digital agents to compose and send/schedule outbound messages so they may proactively connect with customers through SMS, Customers can reply and continue the conversation via messaging.
Reduce new agents’ dependency on subject matter experts, onboard them more quickly, improve first call resolution, and shorten average response times. The Agent Assist feature in 7 Digital Assist™ now integrates with 7 Answers™, enabling agents and bots to access a FAQ repository for consistent, up-to-date, sharable information from 7 Answers as well as from 7.ai Information Retrieval Service and Google Contact Center AI (CCAI). This feature provides agents with real-time, contextual FAQ recommendations, boosting agent productivity and customer satisfaction.
Get the data and insights you need to make intelligent and informed business decisions. 7.ai Engagement Cloud now features new self-serve, personas-based reporting, enabling access to the right information for every type of Engagement Cloud user. We extend dashboard views from the builder persona to digital head, business analyst, operations, and other personas. Build your own dashboard capability using twenty-two different data views for digital products, including 7 Assist, messaging, and bots.
Improve CSAT and NPS with bots that understand the communication context to provide users with a personalized experience.
Of course, there is much more in the May 7.ai Engagement Cloud release than we shared here (including bug fixes, enhancements to our technology platform, and boosted performance).
Additional resources include ….
On-demand webinar: Optimizing Omnichannel CX
Web page: 7.ai Engagement Cloud
Web page: 7 Answers
Web page: 7 Assist
Web page: 7 Conversations
Web page: 7.ai Digital Assist