![[24]7.ai Launches Upgraded Conversational AI Capabilities](/_next/image?url=https%3A%2F%2Fmedia.cxtoday.com%2Fwp%2F2021%2F12%2FUntitled-397.jpg&w=3840&q=75)
Customer experience software firm [24]7.ai has announced new enhancements for its omnichannel conversational AI capabilities.
The company’s [24]7.ai Engagement Cloud platform features a range of applications for digital and voice interactions.
New features include low-code self-serve features, as well as the introduction of the [24]7.ai Learning Center, which is intended to help clients learn about the platform’s feature set for both virtual and live agents.
Also added was a no-code interface for designing and deploying bots, including personalisation features based on channel, user profile and history of communication. Bots are then able to be deployed across channels.
Other features include:
- Edge conversational AI for agents working from home, with continuous monitoring and real-time alert functionality
- A real-time system for compliance audits and workspace monitoring
- Intelligent routing to reduce customer wait times and maximise agent utilisation
The news comes just as the company issued research showing a hap between business and consumer perceptions of customer experience, finding that customer experience had not significantly improved since 2020, and many digital transformations have stalled.