Customer-centricity is at the core of next-gen CX. From anticipating customer needs and leveraging Gen AI for smarter interactions to turning insights into actionable intelligence, businesses must focus on the customer journey – end-to-end – to stay ahead. At [24]7.ai, we’re redefining CX with a customer-first mindset in every solution we build.

Campaign Management

Optimized Campaigns Across Platforms: [24]7 Target now delivers AI-powered hyper-personalized ads across a range of social channels, including Facebook, Instagram, YouTube, TikTok, and Snapchat. Enhanced automation and streamlined workflows optimize campaign operations, ensuring seamless omnichannel efficiency. Plus, our move to a native robust reporting solution brings a seamless, user-friendly experience for deeper insights and smarter decision-making.

Customer Experience

Intelligent Knowledge Retrieval: [24]7 Answers now leverages advanced Generative AI capabilities to retrieve and deliver context-aware answers from a Unified Knowledge Base – available as an opt-in feature for existing users. Our intelligent system understands sentiment, meaning, and context to fetch the most relevant answers. The text documents are processed by AI to generate precise, well-structured answers rather than just returning raw data. By leveraging LLMs and Retrieval Augmented Generation (RAG), the system consolidates FAQs, policies, product details, and more into a centralized knowledge repository, enhancing customer engagement, decision-making, and efficiency.

Advanced Security for Generative AI Applications: [24]7.ai provides the highest level of security, version-controlled prompt management, and AI content moderation to protect intellectual property. With strict access controls, auditing, and multi-layered safeguards, we ensure secure, transparent, and reliable AI operations.

Secure Customer Engagement:[24]7 Messaging enhances customer communications and payments with a secure, encrypted solution that delivers personalized and protected assistance across leading platforms like Apple Messages for Business (AMB) and WhatsApp Business. By replacing traditional SMS with secure messaging channels, businesses can reduce fraud risks, improve reliability, and lower costs while providing a seamless customer experience. It provides:

• AI-Driven Security – Real-time threat detection and end-to-end encryption.
• Cost Efficiency – Reduce global messaging costs and maximize ROI.
• Intelligent Automation – AI-powered fraud alerts and smart customer support.
• Personalized Engagement – Secure, branded, and interactive messaging.
• Scalability & Compliance – Enterprise-ready, future-proof technology.

Workforce Experience

Support bulk changes in user management: [24]7 Assist Omnichannel platform now allows admins to quickly add new users and/or modify existing users by loading an Excel file with necessary information.  This feature saves admin’s response time to onboard new hires, remove access for attritions or bulk reskilling activities by not having to progress with one user at a time. It reduces errors and provides a clear audit trail accessible in the Versions table, making user management faster and efficient.

Real-time, Smart Alerts in Performance Dashboard:The Agents Table in the Performance Dashboard now provides visual alerts for key performance issues – such as High Handle Time and ongoing warm transfer attempts – ensuring managers can take immediate action and manage agent performance.

Agent Assist Dashboard: Provides detailed insights around adoption, usage and effectiveness of AI powered real-time recommendations by agents – ensuring smarter, faster, and more effective agent interactions. When agent data is available, the dashboard displays the impact of Agent Assist on chat volume, and a comparison of CX metrics (CSAT) for agents using Agent Assist vs. those who are not, for deeper performance insights.

Agent Training Dashboard: Transform agent training and agent performance with dashboards that provide actionable insights to provide targeted coaching. Our dashboard features two key views:

• Adoption & Usage Metrics: Track training engagement, simulations, sentiment mix, persona simulations, ratings and skill development.
• Agent-Level Performance Insights: Access detailed analytics for individual agents for precise feedback and improvement.