[24]7.ai Conversational AI Differentiators
Customer conversations are the lifeblood of your brand, which means making sure they work is vital to ensuring success. Engagement Cloud combines machine efficiency and conversational AI with human experience and insight to anticipate and resolve customer issues quickly and efficiently.
Engagement Cloud lets your customers choose where, how, and when to connect with your brand while ensuring a familiar experience across digital, voice, and messaging channels. Using our AIVA technology, Engagement Cloud discovers intent, the true meaning behind customer requests. Easily create, view, and modify chatbots for messaging, web, mobile, or interactive voice response (IVR) on a single interface across all channels. With one click, you can easily add any model to the chatbot or IVR of your choice. Whether you’re building straightforward FAQ-type content or sophisticated conversations involving multiple intents, everything you need is right there at your fingertips.
Keeping automated conversations relevant can be a real challenge, with customer needs and preferences changing faster than ever before. That’s why we took the complexity out of the equation. Engagement Cloud is purpose-built for simplicity so that anyone can use it. No need for coding, multiple-persona models, or IT input. Now you can update content as often as you need, making changes in seconds—even for IVR. Give your customers what they want: effective, intuitive conversations on whatever channel they choose.
Easily extend your bot to wherever your customers are for a unified experience across web, mobile apps, messaging, Apple Messages for Business, Google Business Messages, Facebook Messenger, and even IVR.
With our AIVA technology, Conversations understands consumer intent through behavioral analysis and natural language understanding (NLU), processing the intent against the models built in the [24]7 Conversations management tool.
[24]7 Conversations brings advanced analytical techniques and insights to every stage of the conversation to maximize efficiency and improve response accuracy over time.
Enable your chatbot to provide rich, visual content through Card Designer to enhance customer engagement and improve CSAT.
Escalate to a human agent sooner when your customer is showing signs of discomfort with the engagement and predict your customers’ needs to speak with an expert.
[24]7 Conversations includes preconfigured intent models for kick-starting or accelerating your programs in a variety of vertical markets. Having a library of prebuilt intents helps your chatbots understand your user requests and reduce your deployment times.
[24]7 Conversations transfer the full conversation history to a live agent so customers never have to repeat themselves. The result: higher CSAT and NPS scores.
Engagement Cloud detects when a customer is uncomfortable and escalates the interaction seamlessly to a live agent.
Connect the chatbot to your enterprise CRM or any other data source to automatically pull relevant customer information and context into the conversation. Open API integration makes it seamless and straightforward. Extend the value of your investment, boost productivity, and give your customers a better experience.
Create multiple variables for the same intent, enabling your chatbot to understand specific phrases and extract common elements like time, date, and numbers from a conversation. Entities contain words and phrases with similar characteristics—for example, different types of bank accounts or different ways of saying the same thing. Create your own or choose from prebuilt entities for common intents.
Make sure your chatbot doesn’t sound like a chatbot. Neural text to speech (NTTS) and our speech synthesis markup language (SSML) editor lets you create, test, and fine-tune utterances. Choose the voice, speed, pitch, and style, and add intonation to clarify the message. Engagement Cloud makes it easy for your voice customers to respond using their phone’s touch-tone keypad. With dual-tone multi-frequency responses, the chatbot can collect customer inputs from the touch-tone response and move the IVR conversation forward accordingly.
Using behavioral analysis and tagging activities, our conversational AI understands the true meaning behind each customer’s request—enabling an automated chatbot or human agent to deliver the right response at the right moment.
Once you have customized your intent model, it deploys quickly and easily across numerous messaging channels, SMS, web, and IVR systems. This gives your customers a familiar experience however they interact with your brand, and allows you to easily tune your models and automatically update them to achieve your deflection goals.
Engagement Cloud features seamless escalation to human agents with context and conversation. Customers don’t have to repeat themselves and journeys can pick up where they left off, reducing frustration and improving CSAT and NPS results.
Engagement Cloud delivers the most cost-effective customer interactions through conversational messaging, replacing or integrating with existing technologies.
Meet your customers where they are across digital and IVR channels without driving up costs. Our omnichannel tool lets you build conversation flows once and deploy them across any channel in seconds—simply select a destination and click “publish.” Save time and money with a single, powerful tool that does it all.
Fine-tune conversations to keep your CX relevant, up to date, and engaging. Take advantage of prebuilt nodes for common intents to accelerate the process and test as you build to make sure the conversation flow meets your goals before you go live. With sophisticated features like NTTS, you can even update IVR responses in seconds—no scripting or voice artist required.
Tap into the power of conversational AI to design effective interactions without calling in IT or developers—[24]7 Conversations is so simple, anyone can use it. Designers, business users, and CX experts can bring conversations to life using the drag-and-drop visual interface. Build chatbots for all your customer needs in one place, from the most basic to the most complex.
Create, manage, and deploy chatbots across multiple channels
Engagement Cloud comes with intuitive tools that allow you to manage intents, conversations, and dialogs and deploy the changes to your choice of channels and conversational interfaces. Study user requests and preferences for insights that optimize the user experience.
Conversational AI is an umbrella term used to describe various methods of enabling computers to carry on a conversation with a human. This technology ranges from fairly simple natural language processing (NLP) to more sophisticated machine learning models that can interpret a much wider range of inputs and carry on more complex conversations.
Learn why conversational AI is essential for your business and how it can make a real impact.
Interactive voice response (IVR) is an automated phone system that allows customers to first interact with a computer prior to speaking with a representative. IVR technology has the ability to route calls to the appropriate department once it collects information from the caller.
Neural text to speech (NTTS) is a model that uses machine learning technologies to generate synthesized speech from text that sounds like a human voice. Using neural networks, it is possible to produce natural-sounding speech featuring a variety of accents.
Speech synthesis markup language (SSML) is an XML-based markup language for speech synthesis applications.
Natural language understanding (NLU) technology, whether used by a chatbot or an intelligent search bot, makes it possible to take a customer's query (the "utterance") and figure out its intended purpose (the "customer intent").
Natural language processing (NLP) is a field of AI that enables computers to analyze and understand human language, both written and spoken.
Conversational commerce is a two-way discussion between a business and customer through messaging and chat apps where a relationship is established, ideally leading to a value-based transaction.
Glossary of Terms
Analyst Report
[24]7.ai is a Leader in Everest Group PEAK Matrix for Conversational AI Vendors
