7.ai Acquisition of IntelliResponse
In 2014, 7.ai announced the strategic acquisition of IntelliResponse Systems, the market leader in virtual agents and digital self-service. The acquisition was designed to solve the problem that many companies faced when it came to customer engagement. When consumers interacted with a virtual agent, they would often come to a point where their questions would be too specific or complex and they would need to interact with a chat agent or the call center.
What is a Virtual Agent?
A virtual agent is an intelligent, enterprise-grade chatbot. It is intelligent because it uses AI to analyze huge amounts of big data to determine consumer intent. It is enterprise-grade because it integrates with all enterprise systems of record and systems of engagement including knowledge management software and knowledge base software.
IntelliResponse developed a patented approach to intent recognition that enabled consumers to complete tasks using self-service. The technology developed by IntelliResponse paved the way for 7 AIVA, the industry-leading AI-powered conversational chatbot. When combined with 7 Chat customer service software, consumers can effortless transfer between the virtual agent and the live agent. Together with 7 Platform, the company provides predictive, end-to-end customer engagement and insights for cross-channel journeys.
How do Virtual Agents and Live Agents Work Together?
Here’s just one example of how 7 AIVA and live agents work together. A customer goes to their wireless provider’s website and enters a question with the virtual agent asking if they are eligible for a particular wireless plan option. When their questions become more specific and complex the virtual agent, using the company’s data and predictive analytics, escalates the customer to a chat agent that is better suited to resolve a more narrowly focused query. The customer and data are then seamlessly transferred to a chat agent, improving the customer experience without losing the context of the journey. The customer’s queries are quickly answered, improving business results and customer satisfaction scores (CSAT).