Blending the Best of Human and Artificial IntelligenceChatbots and live agents help each other predict, automate, and optimize customer engagement.

SPRING RELEASE 2018

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The world has formed a digital skin—changing business, service, technology, and commercial models and strategically challenging organizations to keep pace with evolving customer behavior and expectations. Customer demand for digital solutions has never been greater, yet digital interaction levels have fallen short of forecast. While some organizations have optimized their digital strategy and are surging forward, most are increasingly disjointed, focusing on fixing fragments of the customer experience when it’s the entire journey that counts.

The Rise of the Intelligent Assistant

According to a recent Ovum study, more than 7.5 billion virtual personal assistants (i.e. Amazon’s Alexa or Apple’s Siri) will be in use by 2021. Forrester Research estimates that consumers representing $24B in spend will use personal assistants to cut through the digital clutter, influencing 10 percent of purchase decisions.

As machine-assisted digital and voice interactions increase globally, [24]7 AIVA enables companies everywhere to enhance virtual personal assistants with conversational and transactional chatbot capabilities. Common interaction models and enterprise integration will enable enterprises to extend an ongoing

2/3 of contact centers forecast growth in assisted services

and fully-automated interactions

Top channel growth is virtual assistant

(chat bots) while IoT deployments are set

to double

conversation with consumers to a virtual personal assistant through a single platform for voice and digital channels.

Introducing the Blended Bot ExperienceChatbots are great for automating some customer journeys, but they can’t handle every interaction. For companies looking to create frictionless omni-channel journeys that improve conversion, increase lifetime value, and grow digital adoption and containment, the answer is blending virtual and human chat agents to deliver the right agent at every point in a customer’s journey.

At the Intersection of Human and Artificial Intelligence AI and machine learning can analyze, predict, and personalize in real-time in ways that humans simply can’t. But the best bot still needs human input to really understand consumers and offer them the best path to resolution. We’re breaking down the silo to sharpen wits where the two meet.

The average contact center manages

11channels

up from 9 in 2017

Improved CX and customer demands for digital are top factors driving digital transformation(2), yet

<10%of contacts centers have an optimized strategy in place

Sources: Dimension Data’s 2017 Global Contact Centre Benchmarking Report, Deloitte 2017 Global Contact Center Survey

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WHAT’S IN A NAME?Chatbots, Virtual Assistants, and Virtual Agents

With so many names being used interchangeably, it’s easy to get confused. “Chatbot” refers to a broad range of technologies that allow consumers to accomplish tasks using a conversational interface. Many popular chatbots are aimed at casual use and designed to deliver an entertaining experience—they typically answer simple information-based questions about things like the weather or sport scores or provide driving directions.

If a simple chatbot can’t understand a question or doesn’t know the answer the stakes for the brand are relatively low. For instance, we don’t really expect Apple’s Siri or Amazon’s Alexa to know all the answers. These are both “unbound” chatbots that have no specific context to operate within, commonly known as virtual assistants, virtual personal assistants, or intelligent assistants.

To be effective for business, chatbots need to be smarter. “Intelligent chatbots” are able to integrate with enterprise systems, leverage big data, and use artificial intelligence (AI) to help customers resolve issues or conduct transactions. Intelligent chatbots are also referred to as virtual agents.

Some chatbots interact with customers to resolve issues, conduct transactions, and answer questions. The best enterprise chatbots mimic the effectiveness of your top customer service agent, salesperson, or support technician. If these chatbots make a mistake, the risk for the brand can be high; consider what would happen if a banking chatbot answered a policy question inaccurately. These chatbots are also referred to as conversational virtual agents or intelligent virtual agents.

Thank you very much. Unlike others, I’m an intelligent chatbot. Here’s what that means…

What makes you so smart, chatbot?

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THE BLENDED BOT EXPERIENCEThe Vision:

Bot• Continuous training by

human agents

• Agent supervision when <100% confident in response

• Ability to stay in conversation and learn

Chat Agent• Next best action with smart

responses

• Improved productivity: utilize bot assistant for specific tasks

• Increase skill set & focus on high value tasks

Human and virtual agents working side-by-side

Right agent for every journey—virtual or human

Smoothly hand off conversations

Agents train bots, bots assist agents

1

2

3

Bot Chat Agent

• Meet expectations for customers who prefer to self-serve

• Reduce customer service cost by increasing automation per interaction

• Utilize human agents for high-skilled/premium customer care

• Handle more interactions without increasing staff

No, but we do complement each other.

Will chatbots replace my agents?

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SPRING RELEASE 2018Blending the best of human and artificial intelligence Chatbots and live agents help each other predict, automate, and optimize customer engagement.

Start New Conversations

Automate & Elevate Agents

Cross-Channel Personalization at Scale

[24]7 AIVA

[24]7 AIVA extends voice capabilities with support for Amazon Alexa Skills and Google Assistant Actions. Content Manager for Voice gives brands an easy way to create and edit conversational dialogs for digital and voice channels in a single interface.

[24]7 Chat

Next generation intuitive console designed by agents for agents includes CRM/help desk integration, real time customer behavior, and an integrated solution for virtual and live agents. Escalate with context so the live agent can pick up where the bot left off. Plus, agent tagging drives workflow automation and powers continuous machine learning.

[24]7 Personalization

Deliver one-to-one marketing across channels with dynamic creative powered by machine learning.

Update across video, social, web, display, and website with a single creative source. Edit easily with one click and drive 3x the performance of non-personalized creative.

Alexa, check the status of my order from Shop Electronics

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START NEW CONVERSATIONSWith [24]7 AIVA for Amazon Alexa and Google Assistant, enterprises can enhance virtual personal assistants with conversational and transactional chatbot capabilities

[24]7 AIVA now enables voice commands for simple interactions with Amazon Alexa and Google Assistant

• Extend your reach to additional voice channels with 3.5 billion active devices*

• Ensure a consistent experience across channels

• One platform for digital, IVR, and virtual personal assistants

Available for any device that supports Amazon Alexa Skills and any device where Google Assistant is available (Google Home, Android devices, iPhone app, etc.)

*Source: Ovum’s Digital Assistant and Voice AI–Capable Device Forecast: 2016–21

[24]7 AIVA [24]7 Chat [24]7 Personalization

What’s my mobile data usage?

Set up direct debit for Telecom Wireless Pay my Telecom

Wireless bill

Check the status of my order from Shop Electronics

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START NEW CONVERSATIONSQuickly and easily customize voice and digital content with [24]7 AIVA Content Manager. Control the conversation for a consistent experience on any channel.

[24]7 AIVA [24]7 Chat [24]7 Personalization

Create, organize, and publish [24]7 AIVA content and conversational dialogue for digital and voice—all in one easy-to-use interface

• Manage visual and voice content more easily

• Ensure a consistent experience across digital and voice channels

NOW FOR VOICE

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[24]7 AIVA [24]7 Chat [24]7 Personalization

AUTOMATE AND ELEVATE AGENTSScale to solve for growing digital adoption without driving up costs—shared intelligence and elegant design makes our chat shine.

Built with help from over 7,000 in-house agents to deliver information where and when agents need it most

• Rich customer profile, interaction history, and enterprise integration with CRM and help desk apps

• In-time context delivers intent, prior activity, and information at the right stage of the interaction

• Seamless transfer from virtual agent to chat agent with in-line interaction context

• Agent tagging drives machine learning and workflow automation

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[24]7 AIVA [24]7 Chat [24]7 Personalization

DISPLAY SOCIAL VIDEO WEBSITE

PERSONALIZE ACROSS CHANNELS AT SCALEDesign and deliver smarter, better targeted content in real time—down to the millisecond – across channels, with one click.

[24]7 Personalization uses machine learning and cognitive science to deliver smarter, individually targeted experiences across channels and devices

• Manage creative changes (copy, image, call to action, etc.) from a single data source for social, display, video, mobile, and website personalization

• Marketers can change once and publish to all channels in a single click

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queries@247.ai

+1 1.650.385.2247

Let [24]7.ai help your organization achieve extraordinary results. Contact us today.

About [24]7.ai[24]7.ai is redefining customer acquisition and engagement by making consumer intent the cornerstone of digital transformation. With intent-driven engagement, companies anticipate and act on consumer intent across any channel, collapsing the time to deliver successful outcomes in the moments that matter most.

For more information visit: http://www.247.ai

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