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July 2022 Release Banner

July 2022 Release

Here are the [24]7.ai Engagement Cloud™ enhancements from July that are exciting to our customers.

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Engagement Cloud Platform

 

 

 

Getting better all the time. Which is saying something.

 

It's release time! We are excited to share with you the top new features in your industry-leading conversational AI platform, [24]7.ai Engagement Cloud.

Industry Recognition

1. Web Chat User Experience Enhancements

Simple, elegant look-and-feel updates to improve customers’ self-serve experience

Web Chat UX
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Height and Corners Chat Window


1. Height and Corners

  • Overall height increased
  • Edges are more rounded
  • A faint shadow behind the chat widget sets it apart from other website content



2. Notch

  • A sharp edge in an otherwise rounded message bubble for a modern look and feel



3. Quick Reply

  • Greater uniformity with other message bubbles
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Padding and Spacing Chat Window


1. Padding and Spacing

  • Padding increased inside the message bubble
  • Spacing increased between message bubbles



2. Typing Indicator

  • Tells customers who is typing: bot or agent



3. Text Field and Send Button

  • Both are more rounded for consistent look and feel

 

2. Usability enhancements to [24]7 Answers™

Easily make better use of your knowledgebase to improve virtual and human agent performance

  • Enhanced search filtering enables administrators to easily mine vast amounts of content to make changes in targeted areas.
  • Enhanced search parameters enable administrators to include/exclude different lines of business, where to look (title vs. content), when content was last updated, who modified it, and a checkbox for a verbatim flag.
  • Efficiently author tables—great for organizing information—that render responsively in any web browser, fueling better content consumption.
  • Manage audit, reviews, and translation workflows to easily export knowledgebase HTML content into multiple file formats, and cut and paste back into the HTML.

 

Enhanced Search in [24]7 Answers

Enhanced Search in 247 Answers

 

Improved Table Authoring in [24]7 Answers

Improved table authoring in [24]7 Answers

 

Content Export Flexibility in [24]7 Answers

Content Export flexibility in [24]7 Answers

 

3. Recorded IVR call files removal in [24]7 Voices™

Ensure customer privacy by systematically removing Payment Card Industry (PCI) data recorded in IVR calls.

  • Easily, securely delete whole call recordings (WCRs) including PCI data (such as credit card CVV numbers) collected from customers through IVR calls.
  • We encrypt WCR files, send them to you via APIs and then, once transmitted, delete them.

4. Salesforce case owner updates integrated with [24]7 Assist™

Automate Salesforce case owner updates on transfer of customer inquiry.

  • No manual effort required to identify and assign the right agent in Salesforce when a case (i.e., customer inquiry) is transferred among agents.
  • Whenever a customer inquiry is transferred, the current agent is automatically assigned as the current case owner in Salesforce.

5. Enhanced exit survey creation using [24]7.ai Card Designer

Create and administer exit surveys more quickly and easily.

  • Use a unified, self-serve interface to create exit surveys that are administered across synchronous and asynchronous digital channels.
  • Automate Q&A mapping when creating exit surveys that use multidimensional queries.