A message from Product Management and Product Marketing Groups
We have made several enhancements to [24]7.ai Engagement Cloud™ in June 2023 aimed at improving Agent & Customer Experience. In our quest to optimize agent efficiency and maintain consistent customer data, our seamless integration with Salesforce will now eliminate the need for system toggling, empowering agents to work more efficiently and keeping customer data consistent with the system of records. With these enhancements, we are committed to delivering a streamlined experience, and driving customer satisfaction.
This feature is designed to help your agents provide better and more efficient support to your customers. We have integrated the [24]7 Agent Assist widget right into the omnichannel [24]7 Assist console (previously only available with [24]7 Digital Assist).
[24]7 Answers is now directly integrated into the agent console, so the agent can now pull requisite information from the repository by simply typing in their query. This enables Agents to provide quicker and more accurate solutions to customers’ questions. Upon typing they will be shown the top three responses, based on confidence score. If the displayed response is not relevant, agents can easily close it and the next accurate response from the queue will be displayed. This will greatly improve your customers’ conversation experience and shorten query resolution time.
Agent Assist Search Widget
[24]7 Assist embedded voice now has a default out-of-box integration with Salesforce which automates your agent’s mundane activities and reduces application switching, making them more productive. For customers who use Salesforce as their CRM, and if their CRM is the primary agent interface for their day-to-day call-related activities, agents no longer need to leave the Salesforce interface to accept/hold/transfer calls. This out-of-box integration seamlessly blends [24]7Assist embedded voice with Salesforce, enabling agents to create work records and identify callers, based on the phone number of the caller. The customer profile will automatically pop up from the CRM, thus reducing the call handling time. This new feature ensures agents are more efficient, allowing them to give your customers an empathetic and rewarding experience.
Assist Embedded Voice Integration with Salesforce
With [24]7.ai's improved Performance Dashboard, your operations team can now make informed decisions on how to manage voice and digital traffic, thereby ensuring the best possible support for your customers.
The 'Agents Status Summary' widget now shows the breakdown of agents and their status, the count of logged in agents, and provides half-hourly real-time stats which enable a supervisor to better understand who is available to take calls at any given time. Additionally, agents can automatically log in with an “Available” status now, allowing them to start helping customers promptly.
The ability to filter calls by handle time and hold time, assists supervisors in identifying problem areas, high agent stalling times, and unpleasant calls allowing them to take corrective action and improve overall customer satisfaction.
Furthermore, our call recording feature guarantees 100% recording availability by ensuring timely audio and screen captures once a call is answered. The ability to pause queue-specific recordings ensures that any queues involved in exchanging 'sensitive’ information are excluded from being recorded for audio reference.
Enhanced [24]7.ai Performance Dashboard
With this new enhancement in our Card Designer, the radio buttons can be enabled/disabled based on data that is dynamically fetched using APIs. Therefore, non-applicable options are dynamically disabled, instead of creating new cards for each possibility.
This self-serve capability further enhances agents' ability in eliminating duplicity in Active Cards, ensuring accurate and consistent information for customer interactions. Dynamic capture of data eliminates the need for manual updates to Active Cards thereby reducing the time taken to design cards and publish conversation workflows.
With this streamlined card design process, agents can provide precise and relevant information while interacting with customers. This greatly reduces the amount of effort in creating and managing cards, which is an operationally intensive activity.
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.
©2023 [24]7.ai, Inc. All rights reserved. All or a portion of the information relating to the products/technology covered under this document is owned by [24]7.ai, Inc. and its affiliates and is or may be patented by [24]7.ai, Inc. All trademarks, logos and brand names are the property of their respective owners. Information provided herein is for purposes of general understanding only.
