TARGETED CUSTOMER ACQUISITON

Maximize Social Impact with [24]7 Target

[24]7 Target now enables you to effortlessly scale AI-driven campaigns and enhance engagement through programmatic display and video ads on open web and closed ecosystem social platforms like Facebook and YouTube. You can now personalize content based on data signals (demography, user behavior, weather, etc.,) while optimizing for each platform’s unique features.

CONVERSATION AUTOMATION

Unified Knowledge Base, powered by Generative AI

Get the power of semantic search, a centralized knowledge repository, and deep learning technologies to transform how you disseminate knowledge. [24]7 Answers, a smart knowledge-powered solution, is designed to make self-service effortless and effective for your customers, and issue resolution a breeze for agents.

Powered by Large Language Models (LLMs) and Retrieval Augmented Generation (RAG) technology, [24]7 Answers consolidates information from FAQ articles, PDFs, text file and web content into a unified knowledge source, and delivers precise, context-aware responses that enhance customer engagement and satisfaction. The Automatic Knowledge Base updates itself with continuous learning, reducing manual workload and ensuring real-time, up-to-date responses.

WORKFORCE EXPERIENCE

Channel Filter in Performance Dashboard

With the new Channel Filter in [24]7 Assist’s Performance Dashboard, users (agents and supervisors) can easily view data for specific communication channels, like voice, video, or email. This filter also restricts what data a user can see based on their role. For example, if someone has a “Hybrid” role that gives them access to voice, video, and email channels, they will only see data for those three channels. Filtering out unnecessary channels streamlines the information they see, ensuring they concentrate on the most essential tasks, thereby improving productivity.

Flexible Support with Callback option in [24]7 Assist

Customers can now effortlessly manage their time during lengthy call queues. Instead of waiting on hold, they can hang up and receive a callback when an agent is available, offering convenience and flexibility. Additionally, agents have the option to defer callbacks if the first attempt is unsuccessful. With this feature enabled, abandoned calls can be reduced, ensuring customers save valuable time while still receiving the support they need.

CONVERSATIONAL INTELLIGENCE

Enhanced Quality and Compliance Monitoring with Integrated Screen Recording in [24]7 Conversation Insights

Screen recordings are now accessible within [24]7 Conversation Insights, allowing QA teams to review interactions comprehensively with audio, transcription, and screen recording in one place. This simplifies compliance checks by correlating agent actions with interactions, enabling centralized access for all relevant stakeholders.

Auto Summarization for QA

Auto Summarization, now available in [24]7 Conversation Insights, provides concise AI-generated summaries of entire conversations. This feature ensures 100% interaction coverage, reducing errors and agents’ manual effort. It allows QA teams to quickly review summaries before diving into details and identify and address potential issues or areas for improvement.

Enhanced Reporting for Real-time Recommendations

We’ve made our Reporting Suite more powerful with two new reports to track the usage of Agent Assist (real-time recommendations):

• Overview Report: Overview of Agent Assist adoption across agents, detailing the number of chats where recommendations were used, i.e., ratio of recommendations used to overall messages.
• Recommendation Effectiveness Report: Analysis of how many Agent Assist recommendations are modified by agents, by comparing original suggestions to final messages and evaluating recommendation effectiveness.

These reports enable brands to fine-tune the tool, enhancing agent efficiency by reducing editing effort, leading to faster response times and increased productivity.