7 AIVA ia new AI-powered Virtual Agent that is built for both self-service and assisted channels to help enterprises provide a a more personalized, predictive and effortless customer experience.
Built by intent-driven customer experience solutions provider 7, the new virtual agent uses artificial intelligence to break down the siloes between channels, empowering businesses to deliver enhanced automation that results in faster resolution of consumer queries. With a common language and intent model across speech and digital channels, 7 AIVA can be built once and deployed anywhere, including web, IVR, messaging platforms (e.g. Apple Business Chat and Facebook Messenger), and SMS.
“We’ve designed AIVA to perform as well as a company’s best human agent,” said Scott Horn, Chief Marketing Officer of 7.
“With 7 AIVA, businesses can predict what customers are looking to do, and deliver the best resolution. Consumers can begin a conversation through self-service, and complete the transaction with a live chat agent who has context of the previous conversation. The ability to use channels interchangeably, pick up where they left off, and never have to start over, results in a superior customer experience.”
7 AIVA enables intelligent, two-way interactions for both voice and text channels, and features the following capabilities:
Single Language and Intent Model Across Channels – Using the same language intent model across speech and digital channels means that all interactions draw from the same business logic, application logic and back-end integration capabilities with enterprise systems (e.g. CRM, billing systems).
Ability to Understand Vague Intents – Since humans often communicate in vague terms, the ability to understand consumer intent is critical. For example, when a consumer calls a phone company and says “I hate my phone,” AIVA can understand that the consumer is frustrated, and may be looking for a new device.
Conversational Design – 7 AIVA is built on Microsoft Deep Neural Network technology. This improves recognition of native speakers by two to four points, and for non-native English speakers by up to 26 percent over traditional natural language solutions.
Continuous Improvement – Using advanced machine learning techniques, AIVA improves consumer interactions based on real-world voice and digital interactions. This results in the unique ability to learn over time, and emulate the practices of a company’s best human agent.