[24] Blends Chatbots and Humans to Dramatically Improve Intent Recognition

CIOL Bureau
New Update

<24> announced that <24>7 AIVA, the company’s enterprise AI-powered chatbot, has taken another step forward in furthering the company’s blended AI vision by introducing human agent assistance for faster confirmation of consumer intent. This new intent clarification capability results in increasing self-service completion rates up to 70 percent. The company also announced that <24>7 AIVA now handles more than 3 million monthly interactions for Fortune 1000 clients.


Enterprises across multiple industries using <24>7 AIVA are able to deliver an effortless customer experience by leveraging artificial intelligence to interpret complex layers of human speech. With this new capability released in the Fall 2018 Release, <24>7 AIVA can now leverage human agents during an interaction to ensure that it’s interpretation of intent is correct when the confidence score of a chatbot is low. This blended approach of using both AI and human intelligence results in a smooth handoff between agent and bot with minimal effort on the customer’s part, creating a memorable self-serve experience.

“<24>7 AIVA is designed to deliver an effortless self-service experience for the consumer and the key to delivering this is the ability to understand the customer’s intent,” said Scott Horn, chief marketing officer for <24> “The 3 million monthly interactions that AIVA processes is a testament to its ability to perform both conversational as well as transactional tasks just like a human agent would. The new ability to use a human agent to confirm customer intent enables AIVA to quickly complete a task, keeping consumers in the self-service channel.”

The Fall 2018 Release also includes the following enhancements:


· Integration of External Data Sources – <24>7 Personalization now supports integration with external metadata sources such as weather details, game statistics, live scores, upcoming games, results, and other custom data. This new feature results in self-serviceable launch campaigns, a reduction in time to revenue from weeks to days and the ability to sell campaigns as packaged solutions.

· Support for Yahoo Japan Bidding - <24>7 Predictive Search Bidding now offers the ability to predict and bid on Yahoo Japan “Search Ads” sponsored search, giving brands access to Yahoo Japan’s 26 percent market share and opening up new opportunities for brands.

· Advanced Data Export Ability- As part of the Fall 2018 Release, <24>7 Customer Journey Analytics now offers the ability to transport data to business intelligence tools for visualization, leading to the ability to self-serve when creating database connections. This feature now allows journey data to be charted in an ongoing manner and used for journey metrics reporting without building any separate business intelligence solution.

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