[24]7 launches ‘emotional intelligence’ for its virtual agent

In text-based conversations, its AIVA agent can now tell when a customer is unhappy, so it can offer some consolation and toss to a human agent.

Barry Levine on August 23, 2018 at 12:10 pm

What’s the next step for virtual agents?

Customer engagement platform [24]7 thinks it’s recognizing when the customer is angry, so it can offer a few words of consolation — and then pass the conversation on to a human agent.

The company is announcing this week that its AIVA virtual agent, released in the spring of 2017, now has “emotional intelligence.” While the San Jose, California-based firm says this is the first virtual agent to have such a sensibility, there are other agents that understand intent, such as ones built on the PullString platform.

[Read the full article on MarTech Today.]

About The Author

Barry Levine

Barry Levine covers marketing technology for Third Door Media. Previously, he covered this space as a Senior Writer for VentureBeat, and he has written about these and other tech subjects for such publications as CMSWire and NewsFactor. He founded and led the web site/unit at PBS station Thirteen/WNET; worked as an online Senior Producer/writer for Viacom; created a successful interactive game, PLAY IT BY EAR: The First CD Game; founded and led an independent film showcase, CENTER SCREEN, based at Harvard and M.I.T.; and served over five years as a consultant to the M.I.T. Media Lab. You can find him at LinkedIn, and on Twitter at xBarryLevine.

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[24]7 launches ‘emotional intelligence’ for its virtual agent

In text-based conversations, its AIVA agent can now tell when a customer is unhappy, so it can offer some consolation and toss to a human agent.

About The Author

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