Workforce Management Featured Article
[24]7.ai AIVA Get Emotional Intelligence
[24]7.ai has imbued its virtual agent AIVA with emotional intelligence. That means the solution can now detect, acknowledge, and respond to user emotion during interactions.
It can discern positive from negative emotion. AIVA also can analyze the strength of those emotions, react accordingly, and – if needed – escalate the interaction to a human agent.
"Human interactions are complex, but through artificial intelligence we can now handle more complex issues the way a human would," said Scott Horn, chief marketing officer for [24]7.ai. "Using advanced AI techniques to detect emotion, [24]7 AIVA can not only understand how customers feel, but also take logical actions the way your best human agents would. This frees up agents, while ensuring that customers feel heard, resulting in a better overall experience."
Virtual agents themselves one way businesses can more efficiently address workforce management concerns. And enhancing a virtual agent with emotional functionality is just another indicator of what the future of work will look like.
[24]7 AIVA is an existing solution. In fact, it already handles more than a million interactions each month for Fortune 500 companies.
The emotional detection and reaction feature is new with the Summer 2018 Release of [24]7 AIVA. The release also includes an improved modeling workbench. It means that non-data scientists and business analysts now can easily build and test conversation models. And it can suggest improvements to intent models. Plus, the new release lets analysts view dominant customer behavioral paths more easily. That way they can better uncover data insights.
Opus Research (News - Alert) forecasts that enterprises will spend $5.5 billion by 2021 on licenses and professional services that support intelligent assistants. It adds that emotional state recognition like that found in AIVA is a key differentiator in a crowded intelligent assistant marketplace.
"We believe that reacting to sentiment and collaborating with human agents will result in faster resolution, increased satisfaction, reduced effort, and stronger customer engagement,” said Dan Miller (News - Alert), Lead Analyst at Opus Research. “This should be a top consideration for Fortune 500 companies."
TMC, the publisher of this story, will hold The Future of Work Expo early next year. This event will explore the benefits and challenges of employing virtual assistants and other solutions that use artificial intelligence and related technologies such as machine learning and natural language processing. In addition to customer service, The Future of Work Expo will look at how AI, ML, and NPL are impacting business communications, HR, marketing, and sales efforts. We hope to see you in Fort Lauderdale, Fla., for this event, which will run Jan. 30-Feb. 1.
