7 Launches Virtual Agent Technology
7 has launched its 24]7 Virtual Agent solution, using technology it gained during its acquisition of IntelliResponse late last year.
7's virtual agent solution will be powered by IntelliResponse's technology, which serves more than 160 customers in the health insurance, financial services, telecommunications, education, and utilities sectors around the world.
7 Virtual Agent combines digital self-service technology and live-agent assistance in a single integrated solution, allowing customers who cannot complete their journeys in self-service to escalate to a live agent in real time.
7's unique patented software can recognize variants in natural human language and turn it into a single core question that is mapped to the one, accurate answer. Moreover, algorithms can also recommend related questions, based on the original question asked, for a more guided customer journey. For example, if a customer has asked about bill payment options, the algorithm might also suggest how to schedule a recurring bill payment or how to correct a bill payment error. 7 virtual agents can also deliver relevant offers to the customer.
7 has virtual agent and knowledge management technology with real-time offer management and customer intelligence tools. The company's patented virtual agent technology handles more than 75 million transactions per year.
Microsoft's DNN technology brings greater speech recognition accuracy to the 7 Customer Engagement Platform.