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BC Hydro, Blue Cross and Blue Shield of Kansas City, Vodafone among organizations using intelligent chatbots to deliver a superior customer experience
Campbell, Calif – March 2, 2017 - 7, a global leader in intent-driven customer engagement solutions, announced today that its intelligent chatbot technology, 7 Virtual Agent, leads the market with more than 500 intelligent chatbot deployments, across a range of industries including banking, healthcare, insurance, retail, telecom, travel and utilities. BC Hydro, Blue Cross and Blue Shield of Kansas City and Vodafone Qatar are among the more than 160 organizations globally using 7’s market-leading Virtual Agent to enhance the digital customer experience.
7 Virtual Agent is an intelligent enterprise chatbot that helps consumers find information they need in the moments that matter by delivering automated answers and completing transactions via website, mobile devices, Facebook Messenger and social media channels. The Virtual Agent can also act as a comprehensive, easy to use knowledge base for live agents and employees. This industry-leading technology empowers businesses to deliver a world-class self-service experience at a consumer’s crucial first point of contact, all the way through to issue resolution or task completion.
7’s self-service chatbot solutions cover the full spectrum of digital customer experiences, from informational virtual agents deflecting customer support call and email volume, to AI-driven intelligent assistants allowing customers to perform digital transactions within their chosen channel. These solutions are continually fine-tuned based on the 34 million chat conversations that happen annually on the 7 Customer Engagement platform.
7 offers two powerful chatbot products:
7’s chatbots are used across a range of industries, as outlined in the company’s latest executive eBook, Everything You Need to Know About Chatbots, now available for download. This primer outlines key considerations for enterprise chatbot deployment, as well as examples of successful implementations including the following:
“An intelligent chatbot should perform as well your top agent,” said Scott Horn, chief marketing officer at 7. “The enhancements we’ve made to our Virtual Agent products empower enterprise clients to tap into the power of AI and machine learning to provide dramatically improved experiences for consumers. Not only do the predictive capabilities of our Virtual Agent lead to improved customer satisfaction scores, but they also free up human agents for more complex, higher-value interactions.”
In addition to improving customer satisfaction and operational efficiencies, 7’s chatbots also help reduce Average Handle Time (AHT). Because the chatbot has already handled many of the qualifying questions that the live agent would have otherwise handled, AHT can be reduced by up to 10 percent. When working alongside a chatbot, agents are able to handle more chats per hour, increasing productivity.
Enterprise chatbots must be designed to drive business outcomes and improve engagement. To service large enterprises, 7’s Virtual Agents are designed to meet the following key requirements:
“I haven’t seen a vendor with more enterprise chatbot deployments than 7,” said Mitchell Kramer, senior vice president, Patricia Seybold Group. “Not all chatbots are created equal, which is why it’s important for enterprises to understand the key requirements that will make chatbots successful in that environment. These include natural language understanding, intent models that learn and improve with use, and an analytics package to gauge whether the chatbot is addressing customer needs.”
7 is redefining the way companies interact with consumers. Using artificial intelligence and machine learning to understand consumer intent, 7’s technology helps companies create a personalized, predictive and effortless customer experience across all channels. The world’s largest and most recognizable brands are using intent-driven engagement from 7 to assist several hundred million visitors annually, through more than 1.5 billion conversations, most of which are automated. The result is an order of magnitude improvement in digital adoption, customer satisfaction, and revenue growth. For more information, visit: http://www.247-inc.com.
7 is a registered trademark of 24/7 Customer, Inc. All other brands, products or service names are or may be trademarks or service marks of their respective owners.
Senior Manager, Public Relations, 7