Collaboration Offers Access to AI-powered Virtual Solutions that Improve Chatbot Efficiency and the Customer Experience

[24]7.ai, a leader for intent-driven customer engagement solutions, announced that it is partnering with Blue Prism on a new joint offering that allows [24]7 AIVA customers to use Blue Prism’s Digital Workforce to efficiently automate hard-to-access back and front office systems. By combining [24]7.ai AI-powered virtual agents/chatbots with Blue Prism’s Digital Workforce, [24]7.ai users can automate processes faster, reduce response times and deliver a more satisfying customer experience.

“For enterprise-class chatbots and virtual agents to provide interactions that are truly meaningful, they need access to enterprise IT systems, including CRM data,” said Scott Horn, Chief Marketing Officer of [24]7.ai. “With this partnership, we’re dramatically reducing the time and cost to deploy the worlds most widely deployed conversational chatbot technology with the market leader in robotic process automation (RPA) software.”

Large enterprises possess a wealth of data on their clients, which holds enormous potential to be used to provide consumers with a better customer experience, however, that data is often difficult to access because it often resides in disparate, legacy systems. Through this partnership, it is now possible for enterprises to access this data and analyze it using artificial intelligence, making it now possible to anticipate consumers’ wants and needs.

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The new joint offering enables [24]7 AIVA users to process a greater range of transactional capabilities, which results in faster resolution of complaints and inquiries, quick escalation to live agents when needed, better customer engagements and a boost to agent productivity.

“Conversational Natural Language engagement is driving customer experiences towards high efficiency and improved transactions. Combining this with our Digital Workforce Platform gives us the opportunity to serve and empower our users, with improved customer experiences by helping them resolve their customer issues faster and with a higher degree of accuracy,” said Shail Khiyara, Chief Marketing and Experience Officer at Blue Prism. “As a leader in this space, Blue Prism has created a powerful, best of breed, and the industry’s most sought-after partner ecosystem and we are delighted to be partnering with [24]7.ai. They share and support our AI vision of giving customers a choice.”

Khiyara added, “Our customers demand a Digital Workforce that will efficiently automate work processes and easily integrate with their other best-in-breed AI-enabled multi-channel solutions. This partnership with [24]7.ai enables our Digital Workforce to resolve more issues, faster and with fewer errors, thus improving the overall customer experience.”

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With more than 150 patents and patent applications, [24]7.ai provides companies with the unparalleled ability to know and act on consumer intent in milliseconds. By applying the power of big data and machine learning, the company has developed predictive models that have been tuned by more than one billion annual interactions. [24]7.ai now serves more than 250 customers across multiple industries including banking, education, financial services, government, healthcare, insurance, retail, services, technology, telecommunications and cable, travel and hospitality, and utilities.

“Advances in AI and its applications in chat and conversational interfaces are making it possible for enterprises to greatly increase digital straight through processing. These are highly complementary technologies to RPA and when combined, the levels of automation can be boosted significantly,” said Sarah Burnett, Research Vice President at Everest Group. “This partnership shows the actual convergence of RPA capabilities with new emerging AI and cognitive services that are taking place now. The use cases and market opportunities are enormous, and every customer service interaction has the potential of being touched. This is the next step in the ongoing automation revolution.”

Blue Prism complements the workplace with an elastic, multi-faceted and multi-talented digital workforce, helping organizations automate and scale business processes via AI, machine learning, intelligent automation and sentiment analysis. This digital workforce eliminates vendor lock-in by providing access to the best of breed AI technologies and Intelligent Automation skills through the Blue Prism Technology Alliance Program (TAP) that transform how organizations can leverage technology to deliver true operational agility.

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