The Latest Offering Will Help Enterprises Meet Dynamic Consumer Demands
One of the reputed organizations in the arena of intent-driven customer engagement solutions, [24]7.ai announced the expansion of its messaging capabilities. This advancement is being fueled by advanced conversational AI capabilities. Organizations can now leverage the best-in-class conversational AI to enrich their messaging channels including Apple Business Chat, Google RCS, and Facebook Messenger. This will also feature refined routing capabilities, and clarity in terms of complex intents.
With a shift in consumer expectations and behaviors, enterprises are bound to reconsider their engagement strategies. Customers nowadays expect personalized, mobile-first communication experiences that understand their intent and flawlessly integrate technology and human insights to resolve their issues. Messaging platforms are convenient ways to reach and engage consumers.
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The company has already been working in this space, utilizing AI and Machine learning to understand consumer intent. The offering from [24]7.ai will provide enterprises with numerous added options to meet customer demands. They will have the option to integrate the conversation AI and NLU technologies with Google Dialogflow, Google TensorFlow and IBM Watson models with the help of open API.
Consumers Expect Businesses to Meet Them Where They Are, in Their Own Time
Rohan Ganeson, Chief Operating Officer for [24]7.ai revealed that consumers today expect businesses to meet them where they are, and at a time suitable for themselves. He added that the exact same capabilities have been built in the said platform.”The shift to messaging provides benefits for both consumers and businesses. Not only does messaging provide greater convenience to customers who can interact with a company at their convenience, but enterprises can serve the consumer at different service levels than they’re used to providing. Businesses can deploy their agents differently, managing peak loads more easily and reducing the total costs per resolved contact,” Rohan quoted.
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The latest release of the [24]7 Customer Engagement Platform is power-packed with some amazing features like intelligent routing for asynchronous environments, enterprise self-serve tools, “Search-to-Conversational” experience, multi-channel support, and a lot more. It supports continuous journeys across messaging channels in order to provide consumers with the best experience across interactions and channels. A returning consumer won’t need to start over or wait for a long time for an agent to be available as the platform intelligently routes them to the best agent available at the moment. 360dialog, Accengage, Leanplum, and Mixpanel, are some the companies vying with [24]7.ai in a similar space.
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