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In the contact center world, providers typically fall into one of two categories. They are either BPO experts, or technology experts. That’s where [24]7.ai is different. We happen to be both. We began as a contact center leader, accumulated over two decades of operational expertise, and have now built that expertise into our CCaaS technology. We understand both sides of the equation for success, and our comprehensive insights make a measurable difference in performance and results.
Our contact center expertise informs everything. That includes our intent-based resolution approach, our industry-leading conversational AI, and our highly skilled, tech-savvy super agents. As a result, we make it easier for customers to get things done across voice, messaging, and live support channels. And we make it possible for you to increase automation containment while also boosting CSAT. By blending AI and human agents, we deliver measurably better outcomes and significant savings. It’s no wonder we’ve been recognized by top analyst firms for our conversational AI technology and digital-first customer service.
Our “build once, deploy anywhere” model is designed to help you meet your customers’ highest expectations. While everyone likes to talk about omnichannel experiences, creating real consistency across voice and digital touchpoints and multiple platforms isn’t easy. Nor is using more than one mode in a single exchange. With [24]7.ai Engagement Cloud™ as your foundation, and with our industry-recognized AIVA conversational AI technology providing a common business logic, we make it easy to deliver integrated experiences everywhere. Plus, you can add new channels as needed without having to start over and build out new content every time you launch a new feature. Extend the value of your contact center investment, strengthen your brand identity, and increase operational efficiency with [24]7.ai.
Everything we do is born from our extensive contact center know-how—from hiring the best talent and providing ongoing training, to monitoring performance and enabling continual improvement. We take a team of experts (TEX) approach to client relationships, and our rock-star digital and voice agents possess the talent and skills they need to shine. That means we can get them up to speed on your brand, and deliver the fast results you need.
We know how to put digital channels front and center to deflect calls and lower costs, without sacrificing CSAT. We lead the industry in both automated and agent-assisted messaging services. We’ve infused extensive operational knowledge into our CCaaS solutions, which makes them smarter, more intuitive, and more successful. It all adds up to better performance for you and your business, across the board.
We’ve been leading the AI industry for more than a decade because our technology is built on an understanding of how it’s used in the real world. Unlike most AI providers who have never set foot in a contact center, our solutions are based on decades of front-line expertise. By combining advanced natural language capabilities, machine learning, and behavioral data, we can automate 30-80% of interactions, both simple and complex.
Our voice and digital chatbots detect sentiment, recognize nuances in written and spoken language, and understand what your customers mean, not just what they say. And our automation improves efficiency, reduces handle time, and makes it easier for customers and agents to get things done.
Bringing together human agent insight and intuitive AI solutions makes every interaction better. We start by mining your existing transcripts to figure out which journeys to automate first. We then use that comprehensive customer data to inform and train your AI models. That way, your live agents can step in to help out whenever your virtual agents get stuck, and then step back out after getting the conversation back on track, without ever interrupting the flow of conversation.
For queries that require a human touch, our AI-powered tools turn regular agents into super agents. Our AI can anticipate what a customer is trying to do, route them to the best agent, and put the information they need at the agent’s fingertips. This lets agents start solving problems the moment they enter the conversation. Drawing on all the data that’s available, the AI suggests smart prompts that agents can use to streamline service, personalize conversations, and accelerate resolutions.
We’ve discovered the sweet spot between human insight and artificial intelligence, and it can super-charge your contact center.
When the global pandemic struck, we moved quickly to protect our workforce and ensure continuity for our clients. Within 72 hours, we had our teams set up to work remotely with strict measures in place to maintain security, privacy, and productivity. We were so successful in reimagining our contact centers that we’re making our work from home agent solutions available to increase workforce flexibility and help support teams adapt to the new normal.
