It's release time! We are excited to share some new features in [24]7.ai Engagement Cloud. With [24]7.ai Engagement Cloud, you leverage an industry-leading conversational AI platform that uniquely blends artificial intelligence (AI) and human insight (HI) to deliver stellar omnichannel experiences, drive sales growth through precision targeting, and enhance operational efficiency through self-service and automation.
Below are some of the new features we've added in the recent releases of Engagement Cloud.
New web widget enables you to integrate web-based applications, such as CRM systems, with [24]7 Assist.
New Agent Assist report analyzes AI recommendations at the agent and interaction levels.
Confidential Cards—a type of Active Card—enable customers to provide sensitive information (e.g., credit card numbers) while shielding it from agent view.
When inviting customers to accept an Active Card, provide a custom URL unique to your brand.
Use Card Designer to build custom visual forms that enable agents and customers to securely share information.
With connector node, an enhancement to the self-serve conversation builder, conversation designers can map two nodes.
This Global Menu enhancement enables customers to navigate menus with simple verbal or text commands.
Dynamic Adaptive Content, a new feature, enables you to create bots that are native to specific channels such as Messages by Google and Apple Messages for Business.
Show customers a relevant FAQ at desired journey points as they interact with a transactional bot.
Create rich, visual content shared across sync and async digital channels—such as chat, Apple Messages for Business, Messages by Google, and Facebook Messenger.
The enhanced Facebook integration provides an intuitive interface for defining your digital ad campaign’s objectives and targeting criteria while conforming to the latest Instagram and Facebook ad formats.
Open Channel Image Transfer, a new [24]7.ai messaging feature, gives customers the option to share rich images via open channels (any internet-connected medium).
Build, test, and refine AI and natural-language model performance with Model Workbench, a self-serve platform capability, to understand where your bots fall short and how to improve them.
Address key IVR channel use cases with new reports: Voice interaction report for outcomes and details; voice interaction intent report for insights into identified customer intents, escalations, and resolutions; and dialog, task, and API reports for insights into call flow.
Voice Node Reports give you an overarching view of IVR call volume and a granular view into all conversation nodes traversed by your IVR customers.