March 2022 Release

[24]7 Assist™

Reduce agent toggling

New web widget enables you to integrate web-based applications, such as CRM systems, with [24]7 Assist.

• Improve agent productivity as they no longer toggle between multiple systems and the console.
• Load applications into an iFrame container in the Agent workspace.
• Integrate any application that’s not iFrame restricted.

Evaluate AI-driven advice

New Agent Assist report analyzes AI recommendations at the agent and interaction levels.

• Strategically improve systems that feed the recommendation engine to continually optimize results.
• Glean insights into how agents react to AI recommendations (user or downvoted).

[24]7 Active Share™

Ensure confidentiality with Confidential Cards

Confidential Cards—a type of Active Card—enable customers to provide sensitive information (e.g., credit card numbers) while shielding it from agent view.

• Build trust, improve customer satisfaction, and boost resolution rates.
• Link confidential cards (child cards) with other active cards (parent cards).
• Assign any active card as a confidential card.

Use a custom URL with Active Cards

When inviting customers to accept an Active Card, provide a custom URL unique to your brand.

• Alleviate customer security concerns and improve adoption.
• Super admins customize a URL with a single click.

Give customers visual forms to complete tasks

Use Card Designer to build custom visual forms that enable agents and customers to securely share information.

• Quickly complete such tasks as booking appointments and setting up pre-authorized payments.
• Self-serve capability empowers teams to build and customize cards for unique use cases.
• Personalize interactions at scale by quickly building new cards, and modifying existing ones, using the intuitive designer interface.

[24]7 Conversations™

Enable conversation designers to map two nodes

With connector node, an enhancement to the self-serve conversation builder, conversation designers can map two nodes.

• Improve bot containment by giving customers a seamless, self-serve experience.
• Enable customers to use a single, intuitive command to return to the main menu, go to a predefined previous step, or jump from one journey to another.

Create more humanlike bots

This Global Menu enhancement enables customers to navigate menus with simple verbal or text commands.

• Delight customers with improved bot interactivity.
• The bot recognizes already-provided information and detects when information is missing, asks clarifying questions, and continues the dialog through a capability called slot filling.
• Customers can go back to the main or previous menus even as they converse with the bot.

Create channel-native bot experiences

Dynamic Adaptive Content, a new feature, enables you to create bots that are native to specific channels such as Messages by Google and Apple Messages for Business.

• Enable customers to enjoy a rich and consistent channel experience.
• Ensure the content (e.g. text, images, links), menu, and overall experience reflects the channel of interaction.

Share FAQs in multiturn bot journeys

Show customers a relevant FAQ at desired journey points as they interact with a transactional bot.

• Support customers seamlessly mid-journey.
• Design bot workflows in which customers launch a transactional journey after they’ve interacted with a FAQ.

Build once, deploy across sync and async channels

Create rich, visual content shared across sync and async digital channels—such as chat, Apple Messages for Business, Messages by Google, and Facebook Messenger.

• Don’t waste time and effort developing channel-specific content.

• Delight customers with native experiences on their preferred channels.
• Designers now have three new content widgets:
  • Quick reply enables customers to choose a reply option.
  • List picker or carousal lets customers select an option from a list.
  • Dynamic picker or carousal enables designers to add dynamic images for rendering in the carousal.

[24]7 Target™

Reach Facebook audiences with personalized ads

The enhanced Facebook integration provides an intuitive interface for defining your digital ad campaign’s objectives and targeting criteria while conforming to the latest Instagram and Facebook ad formats.

• Leverage the power of big data and machine learning to deliver highly personalized and dynamic digital advertising to your audiences whether they’re on Facebook or simply browsing the internet.

Enable customers to securely share images

Open Channel Image Transfer, a new [24]7.ai messaging feature, gives customers the option to share rich images via open channels (any internet-connected medium).

• Resolve queries faster by enabling customers to provide visual aids for their issues.
• Configure image types and sizes per channel; the feature supports standard image file types.

Improve bot adoption through continuous optimization

Build, test, and refine AI and natural-language model performance with Model Workbench, a self-serve platform capability, to understand where your bots fall short and how to improve them.

• Drive continuous optimization to avoid abandoned conversations and escalations to human agents.
• Improve bot accuracy by leveraging the enhanced classification model, built into Model Workbench, which automatically normalizes highly variable customer utterances.
• Stay on top of key data points such as F-score, accuracy, and changes made by your team to different versions of the available models.

Uncover self-serve IVR insights

Address key IVR channel use cases with new reports: Voice interaction report for outcomes and details; voice interaction intent report for insights into identified customer intents, escalations, and resolutions; and dialog, task, and API reports for insights into call flow.

• See the big picture for IVR-specific customer experience and operations.
• Uncover escalation reasons and identify areas to improve at an individual-call or dialog level.
• Socialize key findings with stakeholders by easily building custom dashboards.

Improve IVR containment

Voice Node Reports give you an overarching view of IVR call volume and a granular view into all conversation nodes traversed by your IVR customers.

• Glean insights into which specific nodes are causing abandonment and escalations.
• Guide strategic optimizations to improve IVR containment and resolution.