San Jose, CA, USA, Feb. 11, 2020 -- 7.ai, a global provider in intent-driven customer engagement solutions, announced that analyst firm Ovum has recognized the company as a leader in the report "Ovum Decision Matrix: Selecting an Intelligent Virtual Assistant Solution, 2020–21." Ovum evaluated the 7 AIVA conversational AI platform against solutions from 10 other providers, and determined that 7.ai had one of the leading solutions in the industry. The firm specifically called out 7.ai for leadership in unified voice and digital solutions, bot-agent collaboration, deep intent prediction, and expertise in vertical industry solutions.
Enterprises have experimented with automation as a way to improve customer experiences and achieve cost savings, however, many companies have experienced the serious limitations of many first-generation virtual assistants. Those legacy virtual assistants were not intelligent, only have single intents, and cannot conduct a natural conversation with context and understanding of consumer intent.
Ovum sees poor customer service, and the losses business suffer as a result, as key drivers for the adoption of a new generation of technology.
"7.ai provides the technology and know-how to run agent operations for synchronous and asynchronous digital channels, from agent recruiting to development to performance management," the report stated. "The company has been running since 2000 and has developed expertise in virtual assistants by building AI models trained on large datasets of human agent conversations. It has an understanding of communications between consumers and businesses, and its customer journey analytics provides insights into intents and journeys."
"Ovum is a highly respected firm that recognizes the importance a single platform for connecting voice and digital channels, with a blending of AI and human insights to deliver a superior customer experience," said Lisa Matherly, vice president of Marketing for 7.ai. "With the accelerated adoption of messaging conversations are taking place in text as well as over the phone, so it is essential to provide natural, human-like conversational abilities no matter how a consumer chooses to engage with a brand. When conversational AI technology can track conversational flow, detect multiple intents and share context across channels, companies achieve customer satisfaction scores on par with their best human agents."
Posted by Veronica Silva Cusi, news correspondent
7.ai is redefining the way companies interact with consumers. Using artificial intelligence and machine learning to understand consumer intent, the company’s technology helps companies create a personalized, predictive and effortless customer experience across all channels.
Ovum, the analyst and consulting company, is an advisor on telecoms, software and IT services. Resolutely independent, Ovum advises large corporates, IT and software vendors, IT service providers, telecoms operators, regulators, service providers and equipment suppliers. It analyses the commercial impact of technology and market changes and has a real strength in advising on the developments where telecoms, software and IT services interact.
Published: Wednesday, February 12, 2020
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