7.ai, a global leader in intent-driven customer experience solutions, announced its Fall 2017 Release that supports business chat, enabling companies to have a conversation with consumers using natural language, on more than a billion devices worldwide. The Fall 2017 Release, available to all existing 7.ai clients as part of new capability additions to the platform, also includes Vivid Speech functionality that enhances interactive voice response (IVR) with intuitive visual experiences.
Customer journeys take place across channels, devices and time, and often include both self-service and assisted service. The Fall 2017 Release adds intelligent messaging that enables companies to have continuous conversations with consumers and extend the ease of messaging to all digital channels. By extending intelligent messaging capabilities to 7 Chat and 7 AIVA, consumers can pick up conversations where they left off, even if they are using a different device or revisiting a conversation months later. Because customers never have to start over, it results in a superior customer experience that helps drive brand loyalty.
The Vivid Speech feature available in 7 AIVA, augments IVR by providing consumers with a multimodal speech, touch, and visual experience that dramatically improves self-service automation. Vivid Speech enables companies to engage with customers visually, without having to download a mobile application. By providing callers on smartphones with a link to a personalized mobile Web page, Vivid Speech gives consumers the option to use touch as an input mode.
“Brands and consumers are increasingly turning to digital communication as a way to simplify complex tasks,” said Scott Horn, chief marketing officer of 7.ai. “Vivid Speech gives consumers control and greatly improves customer satisfaction, while intelligent messaging enables effortless interactions no matter how or when consumers choose to engage with your company. This is achieved by transferring context over time and across devices, as exemplified by our support business chat.”
In addition to Vivid Speech and support for business chat, the Fall 2017 Release includes the following enhancements:
Enable continuous conversations with customers – Single-threaded conversations allow consumers to pick up right where they left off and spares them from having to start over. Companies using 7 Chat and 7 AIVA can now engage in continuous conversations with consumers in real-time and over time with the addition of intelligent messaging and because context is transferred, companies can better predict consumer intent.
Meet consumers where they are – With intelligent messaging it is now easier for brands to be connected with their customers across devices and with support for business chat now available, consumers can to connect with companies through the more than a billion devices worldwide. Consumers can search for a business using native apps on their phones, and return to the conversation anytime with always-accessible message threads.
Extend the ease of messaging to all digital channels – Intelligent messaging enhances this capability by transforming the company’s digital communication to conversation-driven instead of channel-driven. By providing a single continuous thread of conversation across all branded digital channels, including web, mobile web, iOS and Android devices, companies can offer consumers a simple and logical conversation flow that lets them pick up where they last left off.
7.ai Clients Experiencing Real-World Results
An American radio company, with more than 32 million customers is using 7 Chat, 7 AIVA and 7 Digital Chat Agents to increase digital adoption and improve the customer service experience by serving customers how and where they want. Overall, the company has projected savings of $7M in the first year from routing improvement based on intent-prediction, journey automation, and a better virtual agent experience with 7 AIVA. Of the journeys 7.ai has automated, 50% achieved first contact resolution (FCR) through self-service.
Another leading American telecom provider with 13 million customers chose 7 AIVA and 7 Chat to deliver an intuitive, personalized customer experience that would attract customers to its digital channels. With 7.ai automation they registered a 26 percent increase in weekly chat volume, reducing customer service costs by driving more contacts away from the highest cost channel—voice. They projected savings of $6 million in the first year from routing improvements based on predicted intent and journey automation with 7.ai.
For more information about the 7.ai Fall 2017 Release, please visit: https://www.247.ai/fall-release-2017.