[24]7.ai chatbots now support Amazon Alexa, Google Assistant

INDIA: Customer engagement solutions provider, <24>7.ai has extended its conversational and transactional capabilities to support Amazon Alexa and Google Assistant for <24>7 AIVA.

The new voice-enabled capability within <24>7 AIVA enables companies to have conversational and transactional interactions with customers through Amazon Alexa and Google Assistant worldwide. Common interaction models and enterprise integration will allow enterprises to extend an ongoing conversation through a single thread that crosses all voice and digital channels including a web browser, smartphone or virtual personal assistant.

<24>7 AIVA now handles more than one million sessions per month for financial services, insurance, hospitality, retail, and telecom companies. While customer interactions become increasingly automated, <24>7.ai ensures that a human agent can transition smoothly into the conversation as needed.

“Our vision includes enabling consumers to interact with bots in the channel of their choice, including Alexa and Google Assistant, and enabling agents to do that easily as well. With this release, we are making it easier for brands and consumers to have one continuous conversation, across time, across channels and devices,” said Scott Horn, chief marketing officer for <24>7.ai.

The new release also includes enhancements to <24>7 Personalization, updates to the self-service publishing tool within <24>7 AIVA, and improvements to <24>7 Chat that includes a more intuitive console for live agents.

A newly introduced intuitive agent console in <24>7 Chat that improves workflow automation, and powers continuous machine learning through collaborative tagging. Designed by agents for agents, the console offers enterprise CRM integration and in-time context, meaning that the appropriate customer context is presented to the agent at the right stage of the interaction. As a result, total customer interaction time is decreased, including average handle time as well as average wrap time.

The Content Manager for <24>7 AIVA is a self-service publishing tool that allows easy creation, organizing and publishing of AIVA content and conversational dialogues for both digital and voice interactions. Because this can all be done within one easy-to-use interface, it reduces the effort needed to manage visual and voice content and delivers consistent experiences across channels.

A new feature of <24>7 Personalization enables the use of a common data source for cross-channel creative updates. This optimizes creative updates across paid media channels including social, web and display and ensures that the same changes are made rapidly across multiple channels.