Customers want self service at their fingertips when and where they need it. They also demand a great experience. 7 AIVA introduces advanced conversational AI that can detect emotion, respond empathetically, and take logical actions just like your best human agent.
Easier for Customers
Customers prefer self service, but some experiences require a human touch. 7 AIVA virtual agent understands when a customer is angry or frustrated and responds accordingly—escalating to a live agent with context so customers never have to start over.
Easier for Enterprises
Keep up with increasing volumes and consumer demand with AI-powered self-service tools that deliver a superior customer experience. Reduce support costs, grow digital adoption and containment, and improve customer satisfaction.
What’s New in the Summer 2018 Release
AI that understands.
Meet the First Virtual Agent with Emotional Intelligence
An empathetic response elevates the customer experience. From moderate frustration to an unhappy customer, 7 AIVA leverages AI to interpret complex layers and variable meanings, detecting emotions and responding accordingly.
Self-Service Modeling Tools Demystify AI
The new Modeling Workbench gives enterprises complete transparency and control over the models and algorithms that predict customer intent. In addition to building and customizing models, developers and data scientists can now test and tune to improve accuracy with granular insight into model scoring, data transformations, and day zero algorithms.
Enhanced Insight into Omnichannel Customer Journeys
In this release of 7 Customer Journey Analytics, our Single Journey Viewer provides a consolidated view of customer engagement, including interactions across channels and transactions across systems, for improved customer service and complaint resolution. And with the unstructured data player, analysts can also get to root cause quicker by listening to calls and reading chat transcripts from within the workspace.
Pay for Results, Not Technology
Outcome-based pricing ensures you get the business results you expect.