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Build knowledge-based self-service
Use voice and digital conversational bots with a unified knowledge base that ingests PDFs, text files and HTML business content.
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[24]7.ai
Freemium
Run customer conversations through AI self-service, a shared agent console and conversation analytics. [24]7.ai provides the Engagement Cloud platform for contact-center support and customer engagement.
What is [24]7.ai?
[24]7.ai provides Engagement Cloud, a contact-center platform connecting conversational AI self-service, human-agent workspaces and conversation analytics across digital, voice and video channels.
Teams can build bots from business knowledge, route conversations to agents and review interactions through dashboards. The platform also includes campaign-management tools that assemble advertising creative and connect ads to chatbot or agent conversations.
What can [24]7.ai do?
Route conversations to agents
Use skill-based routing to move callers toward digital support or escalate a conversation to an appropriate live agent.
Assist agents during conversations
An agent console supports voice, video, chat, email and SMS. Real-time Agent Assist suggests replies and next steps, while AI simulations support agent training.
Review conversation data
Conversational Intelligence structures speech and text data for analysis. Supervisors can explore channels, queues, agents and conversations through role-based dashboards.
Use Cases
“Handle recurring support questions”
Provide answers from business knowledge through voice or digital bots, with routing to a human agent for conversations that need assistance.
“Support multichannel contact-center teams”
Give agents a shared console and suggested responses when they handle customer interactions across supported channels.
“Plan coaching and quality reviews”
Examine conversation trends and script adherence, then use the results to identify interactions for supervisor review and coaching.
Frequently Asked Questions
How do teams configure the platform?
No/low-code tools connect messaging channels, deploy virtual agents and integrate with CRM systems. The platform also provides an Open API architecture and pre-built integrations such as Salesforce, Zendesk and Twilio.
What knowledge can self-service bots use?
The unified knowledge base can ingest PDFs, text files and HTML content from business resources. Teams need to supply the relevant material for their customer-service workflows.
Can teams combine automated and human support?
Yes. Voice and digital bots can serve customers before a conversation is escalated through skill-based routing. Human agents then work in the multichannel console with suggested replies and next steps.
Is the entire platform available on premises?
Deployment options include public clouds such as Google Cloud and Azure. Only select features are described as available on premises; that option does not extend to every platform capability.
Quick Facts
- Core software
- [24]7 Engagement Cloud contact-center platform
- Agent channels
- Voice, video, chat, email and SMS
- Knowledge inputs
- PDFs, text files and HTML content
- Primary teams
- Customer-service agents, supervisors and CX operations teams
[24]7.ai Traffic Analysis
Traffic data is for reference only.
- Domain Rating
- 39
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