Our latest quarterly updates introduce smarter innovations that help brands enhance performance, optimize operations, and deliver personalized customer experiences at scale. Here’s a look at what’s new and next.

Customer Acquisition

With the latest [24]7 Target updates, brands can now serve and optimize personalized audio ads similar to video and display ads. This streamlines ad serving across channels and helps reach your audience with hyper-relevant messaging wherever they engage.

Gen AI-powered Agent Training

Enhanced Training Reports with Agent Concurrency Tracking

A new Concurrency metric in the agent training report tracks the number of chats an agent handles simultaneously, giving supervisors a clear view of multitasking performance. This insight helps trainers balance efficiency with quality—starting agents on single chats and gradually increasing load as they progress. Along with supporting metrics like login time, handle time, and availability, it enables supervisors to monitor progress, optimize training, and ensure agents are fully prepared for real-world workloads.

Concurrency Metric in Agent Training Report

Accurate Agent Training Scores with Human + AI Insight

Agent training sessions are now evaluated by both Supervisors (manual ratings) and the Auto-Rater (AI-generated scores) across the defined foundation-level and product-level attributes for each session. This approach combines human judgment with AI precision to deliver more comprehensive and reliable evaluations.

Conversation Intelligence

Auto QA: Helping QAs Work Smarter, Audit Faster, and Focus on What Matters Most

The new Auto QA feature in [24]7 Conversation Insights enhances the QA’s productivity by auto-generating scores for various attributes—such as greeting, professionalism, compliance. QAs can easily review the AI’s rationale, make in-line edits, if needed, and submit the evaluation. The familiar agent/supervisor feedback loop remains unchanged, ensuring a seamless integration of automation into the existing QA process.

This enables QAs to evaluate far more interactions on demand, spending less time on repetitive checks, and focusing instead on higher-value areas like resolution accuracy, documentation quality, and process compliance.

Auto QA in [24]7 Conversation Insights

New Reporting & Dashboard Enhancements for Richer, More Actionable Insights

Our reporting suite has been enhanced to make data exploration smarter and more intuitive. Enhanced filters, advanced chart controls, and visualizations—like drill-to-detail and geospatial mapping—provide deeper insights, while improved reporting, PDF exports, and flexible alerts make it easier to turn those insights into action.24