[24]7 AIVA - the Only Virtual Agent with Combined Conversational and Informational Capabilities

Scott Horn | February 20, 2018

Today, as part of our Winter 2018 Release, we announced enhancements to our flagship product, [24]7 AIVA, to create a Virtual Agent that now supports both informational and conversational journeys in a single solution. This will enable enterprises to handle everything from simple queries to complex interactions.

We also announced that our virtual agents have handled more than 200 million inquires in 2017, a 50 percent increase over the previous year, and now have more than 150 patents and patent applications.

Until now, enterprises looking for comprehensive virtual agent solution 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 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 connects to enterprise systems in order to predict intent and personalize responses to resolve customer issues quickly without requiring a human agent. Companies can now start by automating simple FAQs and bridge to more complex transactions that utilize conversational AI to provide near human interactions. 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 enterprise tool integrations which improves agent productivity by offering quick access to data:

  • Integration with Leading CRM and Help Desk Apps – We 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 - Content Manager allows users to create, organize and publish Knowledge Base and virtual agent content; Modeling Workbench that allows developers and data scientists to create, test and tune Natural Language models used to predict intent.  Enhanced enterprise-grade analytics to 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 a seamless customer experience.

There’s never been a better time for enterprises to think about using virtual agents to scale and automate interactions, and we are proud to lead this market.