#contactcenterworld, @24_7_inc, @sparknzltd
San Jose, CA, USA, Oct. 7, 2021 -- 7.ai, Inc., a provider in Omnichannel conversational AI and contact center services, announced that Quadrant Knowledge Solutions has named 7.ai as a 2021 technology leader in the SPARK Matrix analysis of the Global Virtual Customer Assistants market.
Quadrant Knowledge Solutions defines a Virtual Customer Assistant (VCA) as a computer programming application that replicates human-like conversations to deliver information to customers in a text or audio-based format. VCA is capable of being interactive, and if required, it can also undertake transactional activities.
To be selected as a leader in this specialized field, Quadrant Knowledge Solutions conducted an in-depth analysis of major virtual customer assistants' vendors by evaluating the following:
Customer Value Proposition
Sponsor message - content continues below this message
2022 '17th annual' Global Contact Center World Awards NOW OPEN
Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!
Content continues ….
"Achieving this strong ranking in the SPARK Matrix analysis shows AIVA's success in delivering conversational AI through 7.ai Engagement Cloud," said Lisa Matherly, SVP of Marketing for 7.ai. "AIVA can predict intent to create exceptional customer experiences that enable service automation, drive sales and revenue growth, and improve agent productivity, thereby strengthening relationships and increasing brand loyalty."
"7.ai, with its comprehensive technology for creating frictionless interactions through the combination of deep learning or machine learning, [utilizes] the company's in-house technology – 'AIVA'," said Pranjal Singh, Analyst at Quadrant Knowledge Solutions. "It has received strong ratings across the parameters of technology excellence and customer impact and has been positioned amongst the technology leaders in the 2021 SPARK Matrix of the Virtual Customer Assistants market."
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.
Published: Friday, October 8, 2021
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.