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In the realm of CX, most vendors are either experts at people or technology—but not both. That’s where [24]7.ai is different. We started out as a contact center leader and built over two decades of operational success into our CX-centric technology solutions. We understand both sides of the coin, and that insight makes a measurable difference to the performance and results we deliver for leading global brands.
We put people at the center of everything we do—from our company values to our intent-based approach to resolution. Our highly skilled, tech savvy super agents make it easier for customers to get things done across voice and messaging channels, and our industry-leading conversational AI makes it possible to increase containment while also boosting CSAT. By blending AI and agents, we deliver measurably better outcomes and significant savings. It’s no wonder we’ve been recognized by top analyst firms for our conversational AI technology and digital-first customer service.
Our build once, deploy anywhere model is designed to meet your customers’ highest expectations. While everyone likes to talk about omnichannel experiences, creating real consistency across voice and digital touchpoints and multiple platforms isn’t easy—and neither is using more than one mode in a single exchange. With [24]7.ai Engagement Cloud as your foundation and our industry-recognized AIVA conversational AI technology providing a common business logic, we make it easy to deliver integrated experiences everywhere. Plus, you can add new channels as needed without having to start over and build out new content every time. Extend the value of your investment, strengthen your brand identity, and increase operational efficiency.
Our deep contact center know-how is embedded into everything we do—from hiring the best talent, to providing ongoing training, to monitoring performance and enabling continual improvement. We take a team of experts (TEX) approach to client relationships and our rock-star digital and voice agents possess the talent and skills they need to shine. That means we can get them up to speed on your brand and deliver results faster
We know how to put digital channels front and center to deflect calls and lower costs, without sacrificing CSAT—we lead the industry in messaging services, both automated and agent assisted. We’ve infused extensive operational knowledge into our CX solutions, which makes them smarter, more intuitive, and more successful. It all adds up to better performance, across the board.
We’ve been leading the AI field for more than a decade because our technology is built on an understanding of how it’s used in the real world. Unlike most AI vendors, who have never set foot in a contact center, our solutions are designed based on decades of frontline expertise. Combining advanced natural language capabilities, machine learning, and behavioral data, we can automate 30-80% of interactions, both simple and complex.
Our voice and digital chatbots detect sentiment, recognize nuances in written and spoken language, and understand what your customers mean—not just what they say. Smarter automation improves efficiency, reduces handle time, and makes it easier for customers and agents to get things done.
Bringing together human insight and intuitive agent-side solutions makes every interaction better. We start by mining your existing chat transcripts to figure out which journeys to automate first, and use that customer data to train your AI models. Agents can step in and help if the AI gets stuck, and then step back out after getting the conversation back on track—without interrupting the flow.
For queries that require a human touch, our AI-powered tools turn regular agents into super agents. The AI can anticipate what a customer is trying to do, route them to the best agent, and put the information they need to provide personalized help at their fingertips. This lets agents start solving problems as soon as they enter the conversation. Drawing on all the data that’s available, the AI suggests smart prompts agents can tap to streamline service and accelerate resolution. We’ve found the sweet spot between human insight and machine efficiency.
When the global pandemic struck, we moved quickly to protect our people and ensure continuity for our clients. Within 72 hours, we had our teams set up to work remotely with strict measures in place to maintain security, privacy, and productivity. We were so successful in reimagining our contact centers that we’re making our work from home agent solutions available to increase workforce flexibility and help support teams adapt to the new normal.
[24]7.ai provides over 1,800 chat and live voice agents across four global locations:
[24]7.ai enables self-services with a modern IVR experience:
[24]7.ai provides chatbots plus chat and voice agents to beef up ecommerce:
