August 2022 Release

1. Hierarchical Clustering in Intent Discovery Tool (IDT)

Effortlessly discover and cluster customer utterances to guide automation strategies

• The hierarchical clustering algorithm efficiently groups similar customer utterances into topics called clusters.
• Dynamically determine the number of topic splits—each topic is distinct, and the intents within each topic are broadly like each other—by simply adjusting an IDT interface slider.
• Easily visualize a topic list to determine which customer utterances are best handled by virtual agents on self-serve channels.

2. Usability enhancements to [24]7 Assist™

Improve agent productivity with less toggling, standardized chat histories, and more

• Enable chat agents to avoid toggling when accessing customer profiles by provisioning your CRM as a widget within the workspace.
• Ensure agents quickly grasp customers’ chat history by supplying formatted, easy-to-comprehend transcripts in the integrated Salesforce CRM application.
• Gain deeper insight into chat agent utilization by enabling agents to choose among up to 15 “break status” reasons.
   

3. Enhancements to multimodal conversations in [24]7 Active Share™

Integrate [24]7 Active Share with any contact center tool such as your agent workspace, CRM, or chatbots

• Enable human and virtual agents to engage customers in multimodal conversations that simplify and speed inquiry resolution.
• Use a new calendar widget to enable customers to book, manage appointments with specialists (e.g., doctor) in mid-conversation.

Note—The [24]7.ai Engagement Cloud August release includes more self-help resources:

• New product onboarding and templates to accelerate adoption
• Open channel APIs for developers