Getting better all the time. Which is saying something.
It's release time! We are excited to share with you the top new features in your industry-leading CCaaS platform, [24]7.ai Engagement Cloud.
Continuous bot performance monitoring
Set thresholds, get notified; no more manual monitoring of AI models
Be assured your bots meet required self-serve automation and containment levels.
- Know in real-time whenever escalations exceed thresholds so you can respond immediately.
- Use Automatic Model Monitoring to preconfigure and monitor three distinctive #Escalation threshold patterns.
- Total in a 24-hour period
- Increase from previous day
- Seven-day rolling average
Google Shopping via [24]7.ai messaging
Take advantage of an exciting new customer entry point
Drive revenues by enabling customers to complete their shopping journeys in Google Shopping (currently in Beta) via context-rich, asynchronous [24]7.ai messaging conversations.
- Customers initiate a chat conversation from Google Shopping.
- Messaging enables customers to interact with Google Shopping using a bot, human agent, or both.
Customer survey feedback
Get instant customer feedback in Google Business Messages and Apple Messages for Business
Customers provide context-rich input about your brand, product, agents, and more through delivered intuitive, channel-native experiences.
- Quick, transactional surveys render natively in Apple Messages for Business.
- [24]7.ai Engagement Cloud gathers Google Business Messages survey feedback to give you deep insight into your audiences.
Provide access to financial information via Confidential Cards
[24]7 Active Share™ Active Cards empower customers to view and edit their financial information with the click of a button
Give customers a secure, private Active Card to instantly interact with their financial information.
- Agents can push a visual, interactive card in mid-conversation.
- Customers authenticate using the card and instantly see their financial information.
- This information is shielded from agents, ensuring confidentiality.
- Customers make needed changes (e.g., stop overdraft services) and the updates are automatically fed into the configured systems (e.g., CRM).
Enable password updates via Confidential Cards
[24]7 Active Share Active Cards empower customers to update passwords mid-conversation
Quickly resolve password-change requests to dramatically improve agent productivity and customer satisfaction.
- Agents can push a visual, interactive card enabling customers to reset passwords in mid-conversation; no need to deflect to email or other systems.
- This information is shielded from agents, ensuring confidentiality.
- Gartner found as much as 50 percent of Help Desk calls are for password resets, which take up to 30 minutes to complete.
Configure Time to Live (TTL) via Secure Cards
[24]7.ai Active Share Secure Cards, a type of Active Card, ensure sensitive customer information is available no longer than necessary
Quickly hide payment card industry (PCI) data and set retention rules.
- Cloak customer PCI data (e.g., CVV) after no more than five minutes, enough time for agents to process payment-related requests while remaining PCI compliant.
- Set the retention duration for non PCI-related customer data (e.g., account type) while masking the data in transcripts to maintain confidentiality.
Reporting for insights
Actionable insights take your CX to the next level
Generate all your needed reports—across agent-assisted digital conversations, digital bots, and conversational IVR interactions—in a unified solution.
- Go from the big picture to granular details with drill downs and filtering.
- Empower business users to intuitively create dashboards for insight-based decision making.
- Stay in the know with report alerts and notifications.
Smarter bots with [24]7 Conversations™ and [24]7 Answers™
Make your bots more humanlike
Combine [24]7 Conversations and [24]7 Answers to make self-service seamless.
- Anticipate and address intents based on the web page where the conversation was initiated.
- Immediately escalate to a human agent when the customer says or types “agent” twice in a row.
- Enable natural conversation designs that drive up self-serve containment and CSAT.
Learn more
For more release details, log into [24]7.ai Engagement Cloud, then go to the product’s Document Portal and view the Release Notes section.
