[24]7.ai named a Leader in Conversational AI Platforms for Customer Service

[24]7.ai | June 11, 2019

We’re proud to announce that [24]7.ai has been named a leader in conversational AI with our flagship product [24]7 AIVA in the Forrester report, “The Forrester New Wave™: Conversational AI for Customer Service 2019.”

The report is a comprehensive assessment of the top emerging conversational platforms, developed after a thorough evaluation against 10 criteria.

In our opinion, being named as a leader is a testament to our mission of blending artificial and human intelligence together to create friction-free interactions that dramatically benefit customers, and allow enterprises to empower agents, while handling high volumes of interactions efficiently and cost-effectively.

Forrester noted that [24]7.ai’s vertical features stand out from the pack, stating specifically that “Deep libraries of domain-specific intents and quick-start bots for verticals show [24]7.ai is strong in an area where most vendors fall behind.”

The report also states, “[24]7.ai is moving toward a toolkit approach, allowing brands to get something simple up and running on their own. But for complex use cases, [24]7.ai can provide the required army of resources.”

The report comes at an opportune time, as brands of all sizes across industries have shifted their focus toward increasing automation in their customer service operations and realized the importance of AI and Agents working together to optimize CX.

The report’s 10-criterion consisted of:

  • Artificial Intelligence
  • Omnichannel
  • Voice and Speech
  • Agent Augmentation
  • Human and AI Blending
  • Vertical Specialization
  • Security and Authentication
  • Vision
  • Road Map
  • Market Approach

“The conversational future is here and companies are strategically investing in conversational AI capabilities such as [24]7 AIVA to successfully interact with customers in a natural and effortless way,” said Lisa Matherly, VP of Marketing. “We believe being named a leader in 'The Forrester New Wave™: Conversational AI for Customer Service’ is a reiteration of our vision in the blending of human and artificial intelligence to create a truly conversational AI platform for customer service across channels, devices and time.”

The conversational future is here and companies are strategically investing in conversational AI capabilities such as [24]7 AIVA to successfully interact with customers in a natural and effortless way.Click to tweet.

AIVA can reach out to a human agent for help to disambiguate an intent, the agent confirms or selects the right intent, and AIVA continues the conversation without the customer ever knowing what happened in the background. The customer gets served, the increased ability boosts containment and leverages the best of human agents.

To read an in-depth assessment of [24]7 AIVA and learn how it performs in several critical areas, you can download the report here.

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