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[24]7.ai

Conversational Intelligence

Unlock actionable insights from every customer conversation with a single, unified platform.

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Enhance business intelligence with AI-driven insights from omnichannel customer interactions, optimizing performance, quality, and compliance through intuitive dashboards and out-of-the-box reporting.

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[24]7 Conversation Insights

[24}7 Conversation Insights uniquely aggregates and analyzes structured and unstructured conversation data in a unified platform-independent of the vendor or technology used to handle calls, chats, messaging, surveys, social media and more. This comprehensive, cross-channel visibility into customer and agent (human and bot) interactions enables you to derive actionable insights that reduce operational costs, boost agent performance and enterprise

AI-driven Insights

Gain actionable, relevant intelligence from all customer conversations. Gain a detailed breakdown of each interaction with 100% synchronous call/transcript playback, keyword search of transcripts, and call/agent’s screen recording, to ensure consistent, high-quality experiences for your customers.

Agent Performance Management

Access real-time metrics with Performance Dashboards to discover trends and unlock insights. Identify areas of improvement with unbiased insights into agent performance across channels and lines of business.

Reporting and Dashboards

Generate comprehensive reports from your historical data to gain insights on business KPIs that inform strategic decisions. 

Optimal Contact Center Performance

Workforce Management

Optimize agent forecasting and scheduling with an out-of-the-box integration with Calabrio or other WFM providers. Provide agents with well-defined schedules, and an intuitive workspace with tools and assistance, thereby reducing burnout and improving agent performance.

Generative-AI powered Smart Rating and Auto Summary

Provide QA teams with Gen-AI powered auto-scoring and conversation summaries to efficiently conduct real-time agent performance evaluations, and tailor training to address identified skill gaps.​

Workplace Compliance

Utilize AI and image detection to monitor calls and screen recordings, identifying compliance breaches. Ensure secure agent workspaces with integrated risk, security, and performance monitoring for top-tier compliance management and workforce security.

Quality Assurance

Unify your QA process by analyzing all conversations from any source in our platform, regardless of vendor. Then use advanced speech and text analytics to ensure service quality, script adherence, and compliance (legal, corporate standards, etc.).

Take the Data-driven Path to Improving Your Workforce

Contact centers produce a wealth of customer data daily through conversations. [24]7 Conversation Insights puts it to work for your customers, your agents, and your operations and brand. Apply intelligence to address increased call volumes, repeat calls, escalations, transfers, poor resolution rates, and more.

Filtering

Drill down into thousands or even millions of conversations based on parameters such as customer, agent, queue, duration, and more.

Full Unstructured Text Search

Search keywords and open text based on what’s unique to your business to surface relevant conversations for further analysis.

100% Call and Screen Recording

Record all written and spoken conversations and use advanced speech and text analytics to ensure service quality, and compliance.

Transcription

Transform large volumes of unstructured speech data to text via automatic speech recognition, for additional analysis.

Synchronous Call/Transcript Playback

Securely store and index every conversation for a customizable retention period. Conversations are searchable and available for playback.

Real time Metric computation

Go beyond standard agent performance metrics by analyzing every conversation to learn what top agents are doing that the outliers are not. Equip supervisors with insights that guide personalized, real-time coaching for every agent in every situation.

Bring Your Own Data​

Ingest data from any source (CCaaS, CRMs, Feedback surveys, etc.) and break down data silos by unifying data.

Explore

Impact Stories

The best part of our solutions is seeing how they translate in the real world. Our commitment to CX has earned the trust of our clients worldwide resulting in an order of magnitude improvement in digital adoption, customer satisfaction, and revenue growth.

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+3%

Sales Lift

Achieving $1.8 Million Incremental Revenue: PepsiCo’s Success with [24]7 Target

$1.3M

Annually Savings

Sportswear Brand Saves $1.3M Annually with [24]7.ai’s Digital CX Solutions

+3%

Sales Lift

Achieving $1.8 Million Incremental Revenue: PepsiCo’s Success with [24]7 Target

$1.3M

Annually Savings

Sportswear Brand Saves $1.3M Annually with [24]7.ai’s Digital CX Solutions

Resources

Datasheet

[24]7 Conversation Insights

Turn every customer conversation into intelligence to drive better outcomes for customers, agents, and businesses.

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Datasheet

[24]7 Assist

Enhance CX with agent-productivity tools purpose-built by agents.
 

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Analyst Report

Opus Research’s 2024 Conversational Intelligence Intelliview Report

[24]7.ai recognized as a leading solution provider that employs Conversational Intelligence

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